Associate Account Manager, SMB Accounts

About the Role

As an Associate in the Restaurant Success team, you will play a pivotal role in supporting and nurturing relationships with restaurants within the SMB organization. Your primary responsibility will be managing an assigned book of business, with a focus on retention and engagement. You will serve as the key contact for restaurants, working to resolve issues, improve satisfaction, and drive long-term partnerships.

Responsibilities

• Prevent merchant attrition through communicating with merchants who want to cancel by solving their underlying issues and handling objections to keep them live on the platform.
• Manage paused accounts in your book of business by quickly resolving their issues and getting them back live for order taking.
• Update contracts, process changes of ownership, and provide support with legal issues, such as fraud.
• Help merchants attract new diners, increase orders, and improve service quality by providing marketing support and educating them on Grubhub's products, including upselling marketing rates and utilizing perks/promotions.
• 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, including resolving partner issues, answering questions, and updating account information as needed.

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, including 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 and understand multiple products and 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.
• Flexibility in handling assignments and prioritizing as needed by the business.

Schedule

Our hybrid model requires 3 days a week in the office. Many team members choose to come in more often to take advantage of in-person collaboration and connection. You're welcome—and encouraged—to be in the office up to 5 days a week if it works for you.

Pay

Illinois: $38,400 - $48,000 base salary range ($48,000 - $60,000 OTE Range). Wonder uses geographic-specific salary structures, which means the salary offered may vary depending on where the job is located. The final salary offer will take into account various factors, such as the candidate's skills, education, training, credentials, and experience. This role offers uncapped commission.

Benefits

• Competitive compensation package with equity and a 401(k).
• Choice of medical, dental, and vision plans.
• Company-paid short and long-term disability coverage.
• Paid time off, including flexible time off for exempt employees and paid vacation for non-exempt employees.
• Paid sick leave in compliance with applicable law.
• Paid parental leave.
• Discounted meals and exclusive perks across the Wonder family of brands.

Eligibility, effective dates, and available plan options vary by employment classification and location.