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 our sister brand, KAYAK and its portfolio of global metasearch brands. Hospitality is all about taking care of others, and it defines our culture.
The Associate Account Manager will support the Account Management team in managing a portfolio of restaurants and groups throughout Florida and Puerto Rico. They will focus on supporting customer engagement with the OpenTable software to ensure adoption after sale and installation are complete. They are charged with supporting a high client retention rate by improving customer satisfaction and driving deep utilization of OpenTable services. This person will serve as part of a trusted advisory team and support an escalation path for restaurants in their portfolio and will need to be bilingual in both English and Spanish. This role supports driving engagement, increasing reservation availability, and decreasing churn for large restaurant groups. You will work remotely, using phone, e-mail, webinars, and other methods to convey ideas, perform training and resolve issues.
The OpenTable Growth Account Management team is dedicated to increasing each restaurant’s revenue potential by applying best-in-brand front-of-house management and online reservation technology. We are looking for professionals who are passionate about the restaurant industry and want to feel good about the products they represent. The ideal candidate will have a working knowledge of sales, operations, and account management processes. We are looking for a self-starter capable of working as a team member on complex projects and keeping customers happy.
Essential Duties and Job Responsibilities:
Support restaurants and groups to build upon existing high-level relationships
Serve as a liaison between the client(s) and appropriate company departments
Manage and maintain restaurant relationships to ensure high retention of current clients
Support in providing customized product and operational presentations to existing customers
Encourage customers to think differently about their business in ways that will help both parties achieve success
Educate restaurants about trends in the industry and offer unique insight
Provide partners with data and reports to better run their operations
Support the Growth Team in consistently meeting and exceeding retention, revenue, and other goals, as assigned
Provide follow-up with customers to ensure customer satisfaction.
Maintain communication records & prepare productivity reports as required
Provide accurate documentation and feedback through wins/losses, forecasts/pipeline, references & company’s account management systems (including Salesforce)
Remain knowledgeable of, and adapt to, the company’s solutions to facilitate sales and restaurant relations efforts
Leverage skills and client experience to continually evolve account management approaches and processes
Required Qualifications:
Bilingual - Spanish and English
Analytical and problem-solving skills to interpret data to drive business decisions
Account management or equivalent experience
Knowledge of restaurant operations
Self-motivated with demonstrated ability to perform well under pressure and against bold goals and deadlines
Aptitude for gathering and using data to inform and persuade others to make business decisions
Excellent presentation skills; strong writing skills
High-reaching, tenacious and results-driven
Excellent organizational, documentation, and time management skills
Demonstrated success working in an unstructured and entrepreneurial environment
Proven ability to work across many departments to solve problems and achieve results
Demonstrated success in building and maintaining business/customer relationships
Attention to detail in administrative responsibilities
Capacity to grasp and learn complex concepts quickly and independently
Experience using Salesforce or an equivalent CRM solution is a plus
Proficiency in Word, Excel, Google Slides, and online meeting solutions
Ability to work across all U.S./Canadian time zones as needed
OpenTable software experience a plus
Strong interpersonal and communication skills
Ability to collaborate effectively with cross-functional teams within the company to ensure a seamless customer experience
University degree preferred
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
Competitive retirement and health plans
There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. The range for this United States located role is $70,000 - 75,000.
We offer a competitive base salary and benefits including: health benefits; flexible spending account; retirement benefits; life insurance; paid time off (including PTO, paid sick leave, medical leave, bereavement leave, floating holidays and paid holidays); and parental leave benefits. This role is eligible to be considered for an annual bonus.
#LI-BG1
