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Grubhub is an online and mobile food-delivery company that was founded in 2004 by Matt Maloney and Michael Evans. Grubhub's ordering services are available for more than 50,000 res
Associate Account Manager, SMB
Location
Arizona + 2 moreAll locations: Arizona | New Jersey | Texas
Posted
81 days ago
Salary
$34.4K - $53K / year
Seniority
Mid Level
Job Description
Associate Account Manager, SMB
Grubhub
• Play a pivotal role in supporting and nurturing relationships with restaurants within the SMB organization. • Manage an assigned book of business, with a focus on retention and engagement. • Serve as the key contact for restaurants, working to resolve issues, improve satisfaction, and drive long-term partnerships. • Prevent merchant attrition through communicating with merchants who want to cancel by solving their underlying issues and handling objections. • Management of paused accounts in your book of business - quickly resolving their issues and getting them back live for order taking. • Updating contracts, processing changes of ownership, and providing support with legal issues, such as fraud. • Help merchants attract new diners, increase orders, and improve service quality by providing merchants with marketing support and educating them on Grubhub's products. • Resolve inquiries quickly to develop trust and ultimately win 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 providing a great merchant experience. • Responsible for a round-robin queue, resolving partner issues, answering questions, and updating account information as needed.
Job Requirements
- 1-2 years of customer service experience.
- Experience working with restaurant owners is a major plus.
- Restaurant experience is also a plus!
- Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programs.
- 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/internal audiences.
- Comfortable making outbound calls on the phone.
- Expertise in problem-solving skills – identifying root causes, customer needs, and providing solutions quickly and efficiently in real-time.
- Ability to multi-task duties as well as the ability to understand multiple products and multiple 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.
Benefits
- Competitive salary package including equity and 401K.
- Multiple medical, dental, and vision plans to meet all of our employees' needs.
- Many benefits and perks that are not listed.
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