Title: Enterprise Account Manager
Department: Sales and Restaurant Relations
Reports to: Senior Director of Enterprise Accounts
Geographic Preference: PST or MST Time Zones in US
Reporting to the Senior Director of Enterprise Accounts, the Enterprise Account Manager manages a portfolio of restaurant groups. S/he will focus on engagement of OpenTable through calls and meetings to ensure adoption of the platform after the sale and installation is completed. S/he is charged with maintaining a high client retention rate by maximizing customer satisfaction and driving deep utilization of OpenTable services. S/he will proactively engage in face-to-face meetings with decision makers to consultatively deliver business reviews, provide training and education related to leveraging OpenTable software and online marketing exposure. The position will serve as trusted advisor and primary point of contact for escalation resolution for their respective portfolio. As an expert of their respective territory, s/he will gather feedback from restaurants to drive feature and functionality requirements for product upgrades and will assist management in devising account management plans and strategies specific to assigned territory. Candidate should expect up to 30% travel depending on the local market.
OpenTable’s Account Management team is dedicated to maximizing restaurants’ revenue potential by utilizing best in brand front-of-house management and online reservation technology. We are looking for sales and account management professionals who are passionate about the restaurant industry and want to feel good about the products they sell and represent. This is high-adrenaline; client-facing sales role requires deep industry expertise, proven sales and account management ability with a particular penchant for closing deals and developing relationships with our current customers and a broad base of industry contacts.
Essential Duties and Job Responsibilities
Cultivate and build upon existing high-level relationships to serve as a trusted advisor to Restaurant groups of 20+ locations
Serve as a liaison between clients and appropriate company departments to resolve customer issues such as accounts receivable and product
Manage and maintain high-retention with current clients.
Strategically overcome objections and competition.
Provide customized product and service presentations (both in person and on line) to prospects and existing customers to determine solution needs and drive revenue.
Encourage customers to think differently about their business and in ways that will help both parties achieve success.
Educate restaurant about trends in the industry and offer unique insight
Provide Enterprise Groups partners with data and reports to better run their operations
Consistently meet and exceed monthly and quarterly retention and other goals, as assigned.
Provide solutions to current clients in an assigned geographic area to achieve/exceed assigned revenue and retention objectives.
Provide follow-up with customers to ensure customer satisfaction with solutions. 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, company's solutions to facilitate sales and restaurant relations efforts.
Leverage skills and client’ experience to continually evolve account management approach and processes.
Listen to needs of the market and share this feedback with Product and Marketing teams.
Assist Enterprise Account Executive and Inside Sales Rep on the team as needed.
Anticipate 30-50% travel depending on the location.
5+ years account management experience or equivalent experience in a restaurant environment (management position or higher)
Proven track record of consultative selling and/or account management
Deep knowledge of restaurant operations, P&L, large group organizations
College degree expected
Self-motivated with proven ability to perform well under pressure and against aggressive goals and deadlines.
Skilled at presenting new perspectives to customers that reframe and challenge the way they view their business.
Exceptional ability to drive business value during client interactions.
Keenly tracks economic and industry drivers and understands its implications on the restaurant business, including identifying new business opportunities.
Ability to leverage industry knowledge to discuss restaurant issues with client from multiple dimensions.
Excellent communication, listening, influencing and training skills. Comfortable presenting to C-Level Executives
Competitive, tenacious and results driven.
Proven ability to work across many departments to solve problems and achieve results.
Demonstrated success building and maintaining business/customer relationships.
Aptitude for gathering and using data to inform and persuade others to make business decisions.
Ability to develop compelling strategies that deliver results.
Excellent organization, documentation and time management skills.
Attention to detail in administrative responsibilities.
Capacity to grasp and learn complex concepts quickly and independently.
Proven success working in an unstructured and entrepreneurial environment.
Experience using Salesforce of equivalent CRM solution is a plus
PC and various software applications (including proficiency in Word, Excel, PowerPoint and online meeting solutions). Excel Proficiency a Plus
OpenTable software and/or Guest Bridge experience a plus
OpenTable is excited to offer many benefits to its employees. Those listed below highlight what a high-performing Restaurant Relations Manager can expect!
Monthly, quarterly, and annual bonus opportunities.
Opportunity for career advancement.
Access to top chefs and restaurateurs in your market.
Flexibility to work from your home office when not in the field.
Comprehensive training at an individual, regional, and corporate level.
Insight into best practices throughout the restaurant industry.
Exposure to talented, seasoned business leaders.
Invitation to OpenTable’s annual sales and restaurant relations conference.
Participation in local restaurant events.
Engage in a company culture that encourages work hard/play hard philosophy.
Become part of an interesting and charismatic group of sales and account management professionals who love what they do.
Laptop, iPad and cell phone allowance.
Full-time, comprehensive benefits along with an annual base salary commensurate with experience.
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