Account Manager & Onboarding Central Queue

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What Opentable is looking for in applicants

MX Account Manager & Onboarding Central Queue

Job Description

About the Role

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.

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 Central Queue Account Manager & Onboarding 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.

Key Responsibilities

  • Perform all services for the installation of the OpenTable software system at the restaurant including customizing the product according to the individual needs of the restaurant
  • Provide restaurant staff initial and follow-up training on the use of OpenTable
  • Assist restaurant management with the program configuration to optimize reservation flow
  • Lead the overall management of our growing market business segmentation of customers
  • Resolve customer cases and tasks daily
  • Share data with restaurants to change behavior and drive adoption
  • Enthusiastically work closely with customers to drive engagement on the OpenTable platform and increase reservation availability
  • Respond to restaurant partner concerns from our Customer Support and field teams
  • Perform presentations and training remotely to restaurant customers

Inspire customers to think differently about their business in ways that will help both parties achieve success

  • Act as an advocate for restaurant customers, resolving the cross-functional issues
  • Consistently meet and exceed regular team and individual goals
  • Lead restaurant retention rate and reduce churn

Experience and Skills Desired

  • Account management experience
  • Consistent record of consultative selling and/or account management
  • Deep knowledge of restaurant operations
  • Self-motivated with proven  ability to perform well under pressure and against bold goals and deadlines
  • Skilled at presenting new points of view to customers that reframe and challenge the way they view their business
  • Aptitude for gathering and using data to inform and persuade others to make business decisions
  • Excellent communication, listening, influencing, and training skills
  • High-reaching, tenacious and results-driven
  • Demonstrated ability to work across many departments to take on problems and achieve results.
  • Excellent organization, documentation, and time management skills
    Strong writing, presentation, and interpersonal skills
  • Shown success working in an unstructured and entrepreneurial environment
  • Experience using Salesforce or equivalent CRM solution is a plus
  • Bilingual (Spanish/English)
  • University degree preferred

Want some tips on how to get an interview at Opentable?

What is Opentable looking for?
If this role looks interesting to you, a great first step is to understand what excites you about the team, product or mission. Take your time thinking about this and then tell the team! Get in touch and communicate that passion.
What are interviews for Account Manager & Onboarding Central Queue like?
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How to land an interview at Account Manager & Onboarding Central Queue?
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