Overview
Associate Account Manager role at Grubhub . As an Associate in the Restaurant Success team, you will play a pivotal role in supporting and nurturing relationships with restaurants within the SMB organization. Your primary responsibility will be managing an assigned book of business, with a focus on retention and engagement. You will serve as the key contact for restaurants, working to resolve issues, improve satisfaction, and drive long-term partnerships.
Responsibilities
- Prevent merchant attrition by communicating with merchants who want to cancel, solving underlying issues, and handling objections to keep them live on the platform.
- Update contracts, process changes of ownership, and provide support with legal issues, such as fraud.
- Help merchants attract new diners, increase orders, and improve service quality by providing marketing support and educating them on Grubhub's products, including upselling marketing rates and utilizing perks/promotions.
- Build and strengthen merchant relationships to develop trust and loyalty with restaurant owners.
- Resolve complex payment and tax inquiries and coordinate with the appropriate teams.
- Ensure account integrity and accuracy by updating account information.
- Effectively manage SLAs to meet turnaround time expectations while delivering a positive merchant experience.
Qualifications
- 1-2 years of customer service experience. Experience working with restaurant owners is a major plus; restaurant experience is also a plus.
- Demonstrated ability with computer and Windows PC applications, including strong keyboard and navigation skills; experience with Salesforce.com, Zendesk, or similar CRMs is a plus.
- Strong verbal and written communication skills; ability to communicate clearly, appropriately, and professionally to clients and internal audiences.
- Comfortable making outbound calls on the phone.
- Strong problem-solving skills—identifying root causes, customer needs, and providing solutions quickly and efficiently in real time.
- Ability to multi-task and understand multiple products and levels of benefits within each product.
- Must successfully complete training for this role and demonstrate proficiency in the material learned.
- Positive attitude, reliability with good attendance and punctuality, operational know-how, team spirit, and commitment to the job.
- Be flexible while handling assignments and prioritize as needed by the business.
- Passion and aptitude for working in a fast-paced and fast-growing environment.
As a matter of company policy, Grubhub does not sponsor applicants for employment visa status for this role.
Compensation and Benefits
We reward our Sales positions with competitive pay. For this role, we offer uncapped commission with a base salary range as outlined below, based on factors including geographic location. Grubhub uses geographic-specific salary structures, which means the salary offered may vary depending on where the job is located. The final salary offer will take into account various factors, such as the candidate's skills, education, training, credentials, and experience.
- PTO. Grubhub employees enjoy a generous amount of time to recharge.
- Health and Wellness. Excellent medical, dental and vision benefits, 401k matching, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.
- Free Meals. Our employees get a weekly Grubhub credit to enjoy.
- Social Impact. At Grubhub we believe in giving back through programs like the Grubhub Community Fund. Employees are also given paid time off each year to support the causes that are important to them.