Associate Account Manager, SMB

Grubhub Holdings Inc.; Chicago (IL); Hybrid; USD 38,000 - 48,000; Full time

Benefits offered by this job

Equity or stock options

401(k)

Medical, dental, vision plans

Paid time off and parental leave

Discounted meals and exclusive perks

Job summary

Wonder is hiring for an Associate on the Restaurant Success team to nurture relationships with restaurants in the SMB organization. You will manage an assigned book of business, focusing on retention and engagement, serving as the primary contact to resolve issues and foster long-term partnerships.

You will help merchants attract diners, increase orders, and improve service by offering marketing support and promoting Wonder products and promotions.

Qualifications

• 1-2 years of customer service experience, ideally with restaurant owners.
• Experience with CRM systems (Salesforce or Zendesk) is a plus.
• Strong verbal and written communication skills.
• Able to make outbound calls and work in a fast-paced environment.
• Willing to complete required training.

Responsibilities

• Manage a book of business to reduce attrition and drive engagement.
• Resolve issues and coordinate with teams on complex payments and taxes.
• Provide marketing support and upsell promotions to merchants.
• Maintain SLA targets and ensure accurate account info.
• Handle a round-robin queue and respond to partner inquiries promptly.
• Support onboarding and educate merchants on Wonder products.

Skills

Customer service

Communication skills

Outbound calling

Problem solving

Multi-tasking

Tools

Salesforce

Zendesk

Job description

About The Opportunity

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.

The Impact You Will Make

• 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.
• 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, 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.
• You will effectively manage SLAs to meet turnaround time expectations while providing a great merchant experience.
• In addition to managing your book of business, you will also be responsible for a round-robin queue. Your responsibilities here include resolving partner issues, answering questions, and updating account information as needed.

What You Bring to the Table

• 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

Our hybrid model requires 3 days a week in the office. That said, 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.

#LI- Hybrid

Salary

• Illinois: $38,400 - 48,000 ($48,000 - $60,000 OTE Range)
• New York: $42,240 - 52,800 ($53,000 - $66,000 OTE Range)
• USA Remote: $34, 560 - $48,00 ($43,000 - $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.

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,
• paid vacation for non-exempt employees,
• paid sick leave in compliance with applicable law in addition to 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. To learn more about benefits for this role, visit our Careers page here .

A Final Note

At Wonder, we build the best teams by hiring with an objective lens - evaluating people for their potential while championing diversity, equity, and inclusion. We do not discriminate based on race, color, religion, gender identity or expression, sexual orientation, national origin, age, military service eligibility, veteran status, marital status, disability, or any other protected class. As part of our commitment to fair and compliant hiring practices, Wonder participa