Associate Account Manager

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 its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.

OpenTable's Sales and Restaurant Relations team is dedicated to improving restaurants' revenue potential by utilizing best in brand front-of-house management and online reservation technology. We are looking for people 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, tried 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.

The Position

Reporting to the Restaurant Services Team Lead, the Restaurant Service Manager handles an elite portfolio of restaurants across their assigned territory. They assume responsibility for the restaurant relationship after the sale and installation is completed. They are charged with maintaining a high client retention rate by improving customer happiness and driving deep utilization of OpenTable services. They will dedicatedly engage in face-to-face meetings with decision makers to consultatively deliver business reviews, provide training and education related to using OpenTable software and online marketing exposure. The position will serve as trusted advisor and primary point of contact for critical issue resolution for their respective portfolio. As an authority of their respective territory, they 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.

In This Role, You Will

• Cultivate and build upon existing high-level relationships to serve as a trusted advisor to assigned restaurants.
• Act as a liaison between clients and appropriate company departments to resolve customer issues such as accounts receivable and product.
• Lead and maintain high-retention with current clients.
• Strategically overcome objections and competition.
• Provide customized product and service presentations (both in person and online) 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 restaurants about trends in the industry and offer unique insight.
• Provide our restaurant 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 efforts.
• Demonstrate 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 Account Executive and Inside Sales Rep on the team as needed.

Please Apply If

• Account management or equivalent experience in a restaurant/hospitality environment; validated customer service skills.
• Deep expertise in restaurant operations and management experience working in the local restaurant market
• Validated ability to work across many departments to take on problems and achieve results
• Excellent social and planning skills: task prioritization, effective time management
• Strong writing, presentation and interpersonal skills
• Analytical skills used for making and supporting business decisions
• Knowledge of Microsoft Windows, Office, internet, basic web design or html is a plus
• Valid driving license and transportation (all business related travel expenses reimbursed)
• Appropriate working in an unstructured and forward-thinking environment
• OpenTable software experience is a plus.
• College degree preferred

This role requires regular travel in the Caribbean market, México, United States and may require travel to Central America, South America, Caribbean and other countries. US Visa is required for this position.

• 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
• Christmas Bonus - 30 days
• 20 days of paid time off a year
• 25% vacation premium
• Private health, dental, and life insurance
• Monthly social events and happy hours

Work Environment & Flexibility

At OpenTable, we pride ourselves on fostering a global and dynamic work environment. As a team member with us, you will benefit from a schedule tailored to accommodate a global workforce operating across multiple time zones. While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters. OpenTable will always abide by and consider local laws and regulations.

Inclusion

We're committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we're building a team as dynamic as the diners and restaurants we serve—and fostering a culture where everyone feels welcome to be themselves. 

If you need accommodations during the application or interview process, or on the job, we're here to support you. Please reach out to your recruiter to request any accommodations.