Job Description
With millions of diners, 60,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion.
Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global team that includes its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.
OpenTable’s Global Sales and Restaurant Relations (account management) teams show dedication to improving restaurants’ revenue potential by utilizing best in brand front-of-house management and online reservation technology. We are committed to helping our customers get the most out of our products, and we’re looking for strategic-minded, action-oriented, and results-driven customer advocates to join us. You will work with a team of intelligent, passionate, and enthusiastic individuals who are intent on ensuring our restaurant customers’ success and our dining customers’ enjoyment.
The Position
It is our mission to take care of each valued customer, and we quickly assess their needs and work to address those needs efficiently. We help the restaurant incorporate OpenTable into their daily operations, continually driving comprehensive adoption in the process. We reduce churn by effectively demonstrating to restaurants the significant value our products and services provided. Are you in the business of building and maintaining relationships? Are you satisfied by keeping an organized schedule and answering the needs of others? Then you will love this role and the OpenTable culture!
Reporting to the Sales & Services Manager, the Account Manager & Central Queue Associate Account Manager is responsible for the restaurant customer lifecycle with OpenTable. It begins with customizing and installing OpenTable, followed by extensive training of restaurant staff. You are charged with driving engagement, increasing reservation availability, and decreasing churn for our customers. You will be part of a team collectively responsible for the overall health of our largest segment of restaurant customers. Your interactions will be remote, using phone, e-mail, webinars, and other methods to convey ideas, perform training and resolve open issues.
In This Role, You Will
- Build, cultivate, and expand high-level relationships with assigned restaurants, serving as a trusted advisor and long-term strategic partner.
- Own the end-to-end customer lifecycle, including onboarding, installation, configuration, training, adoption, retention, and revenue growth.
- Lead and manage a defined portfolio and market segment, driving high retention rates and reducing churn.
- Perform and oversee OpenTable software installations, customizing solutions to meet each restaurant’s operational needs.
- Deliver initial and ongoing training (in-person and remote) to restaurant staff to maximize product adoption and engagement.
- Act as the primary liaison and advocate for restaurant partners, resolving cross-functional issues across Product, Support, Finance (AR), Marketing, and Sales.
- Proactively resolve customer cases and daily tasks while ensuring timely follow-up and high customer satisfaction.
- Provide data, insights, and performance reports to help restaurant partners optimize operations and change behaviors that drive success.
- Strategically overcome objections and competitive challenges while positioning OpenTable’s solutions effectively.
- Deliver customized product demonstrations and strategic presentations to current clients and prospects.
- Encourage customers to think differently about their business by sharing industry trends, best practices, and unique insights.
- Drive engagement on the OpenTable platform, increasing reservation availability and overall utilization.
- Consistently meet and exceed individual, team, revenue, and retention goals.
- Maintain accurate documentation, forecasts, pipelines, and win/loss insights in account management systems (including Salesforce).
- Stay current on OpenTable products, solutions, and enhancements, continuously evolving account management strategies and processes.
- Listen to market needs and customer feedback, sharing insights with Product and Marketing teams to influence roadmap and go-to-market strategies.
- Collaborate closely with Account Executives, Inside Sales, Customer Support, and Field teams to ensure seamless customer experiences.
Please Apply If
- Proven experience in account management, consultative selling, or equivalent customer-facing roles within the restaurant or hospitality industry.
- Deep knowledge of restaurant operations and hands-on experience working within local restaurant markets.
- Strong customer service orientation with a consistent record of driving results through trusted advisory relationships.
- Demonstrated ability to work cross-functionally across multiple departments to solve complex problems and deliver outcomes.
- Highly self-motivated, tenacious, and results-driven, with the ability to perform under pressure and against ambitious goals and deadlines.
- Skilled at presenting new perspectives that reframe how customers think about their business and drive strategic change.
- Strong analytical skills, with the ability to gather, interpret, and leverage data to support and influence business decisions.
- Excellent communication, listening, influencing, training, and interpersonal skills, both written and verbal.
- Exceptional organization, documentation, prioritization, and time-management capabilities.
- Comfortable and effective working in unstructured, fast-paced, and entrepreneurial environments.
- Experience using Salesforce or equivalent CRM systems; OpenTable software experience is a plus.
- Proficiency with Microsoft Windows, Office tools, internet-based applications; basic web design or HTML knowledge is a plus.
- Valid driver’s license and reliable transportation for business-related travel (expenses reimbursed).
- Bilingual (Spanish/English) required.
- College or university degree preferred.
This role requires regular travel in the Mexico markets and the United States, and may require travel to Central America, South America, Caribbean and other countries. A US Visa is required for this position.
Benefits and Perks
Work from (almost) anywhere for up to 20 days per year
Focus on mental health and well-being:
- Company-paid therapy sessions through SpringHealth
- Company-paid subscription to Headspace
- Company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
Paid parental leave
Generous paid vacation + time off for your birthday
Paid volunteer time
Focus on your career growth:
- Development Dollars
- Leadership development
- Access to thousands of on-demand e-learnings
Travel Discounts
Employee Resource Groups
Christmas Bonus - 30 days
20 days of paid time off a year
25% vacation premium
Private health, dental, and life insurance
Monthly social events and happy hours
Work Environment & Flexibility
At OpenTable, we pride ourselves on fostering a global and dynamic work environment. As a team member with us, you will benefit from a schedule tailored to accommodate a global workforce operating across multiple time zones. While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters. OpenTable will always abide by and consider local laws and regulations.
Inclusion
We’re committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we’re building a team as dynamic as the diners and restaurants we serve—and fostering a culture where everyone feels welcome to be themselves.
If you need accommodations during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.
