Associate Account Manager Enterprise

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

The Enterprise Associate Account Manager will support the Account Management team in managing a portfolio of restaurant groups throughout the United States and Canada. This person will focus on supporting customer engagement with the OpenTable software to ensure adoption after sale and installation are complete.  This person is charged with supporting a high client retention rate by maximizing customer satisfaction and driving deep utilization of OpenTable services. Additionally, you will serve as part of a trusted advisory team and support an escalation path for restaurants in the Enterprise portfolio. This role supports driving engagement, increasing reservation availability, and decreasing churn for large restaurant groups. You will work remotely, using phone, e-mail, webinars, and other methods to convey ideas, perform training and resolve issues. 

The OpenTable Enterprise Account Management team is dedicated to maximizing each restaurant's revenue potential by utilizing best-in-brand front-of-house management and online reservation technology.  We are looking for professionals who are passionate about the restaurant industry and want to feel good about the products they represent. The ideal candidate will have a working knowledge of sales, operations, and account management processes. We are looking for a self-starter capable of working as a team member on complex projects and keeping customers happy.

Job Responsibilities

• Support account managers to build upon existing high-level relationships

• Serve as a liaison between the client(s) and appropriate company departments

• Support account managers to manage and maintain restaurant relationships to ensure high retention of current clients. 

• Support in providing customized product and operational presentations to existing customers.

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

• Educate restaurants about trends in the industry and offer unique insight.

• Provide partners with data and reports to better run their operations

• Support the Account Management team in consistently meeting and exceeding retention, revenue, and other goals, as assigned.

• Provide follow-up with customers to ensure customer satisfaction. 

• 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, the company's solutions to facilitate sales and restaurant relations efforts.

• Leverage skills and client experience to continually evolve account management approaches and processes.

• Support the Enterprise sales and operations teams as needed 

Required Qualifications

• Analytical and problem-solving skills to interpret data to drive business decisions.

• Account management or equivalent experience.

• Knowledge of restaurant operations.

• Self-motivated with demonstrated ability to perform well under pressure and against bold goals and deadlines.

• Aptitude for gathering and using data to inform and persuade others to make business decisions.

• Excellent presentation skills; strong writing skills.

• High-reaching, tenacious and results-driven.

• Excellent organizational, documentation, and time management skills.

• Demonstrated success working in an unstructured and entrepreneurial environment.

• Proven ability to work across many departments to solve problems and achieve results.

• Demonstrated success in building and maintaining business/customer relationships.

• Attention to detail in administrative responsibilities.

• Capacity to grasp and learn complex concepts quickly and independently.

• Experience using Salesforce or an equivalent CRM solution is a plus.

• Proficiency in Word, Excel, Google Slides, and online meeting solutions.

• Ability to work across all U.S./Canadian time zones as needed.

• OpenTable software experience a plus.

• Strong interpersonal and communication skills

• Ability to collaborate effectively with cross-functional teams within the company to ensure a seamless customer experience.

• University degree preferred.

• 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
• Annual 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
• Competitive retirement and health plans

Note for MA applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. The range for this United States located role is $60,000 - $70,000USD.

We offer a competitive base salary and benefits including: health benefits; flexible spending account; retirement benefits; life insurance; paid time off (including PTO, paid sick leave, medical leave, bereavement leave, floating holidays and paid holidays); and parental leave benefits. This role is eligible to be considered for an annual bonus.

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.