Associate Account Manager, SMB

Wonder; Chicago (IL); Hybrid; USD 38,000 - 48,000; Full time

Benefits offered by this job

Equity

401(k)

Medical plans

Dental plans

Vision plans

Paid time off

Paid parental leave

Discounted meals

Job summary

Wonder in Illinois is seeking an Associate for the Restaurant Success team to support and nurture relationships with SMB restaurant partners. You will manage an assigned book of business, focusing on retention, engagement, and becoming the main point of contact for restaurants to resolve issues and drive long-term partnerships.

The role includes handling escalations, marketing support for merchants, and ensuring high-quality merchant experiences while meeting SLAs.

Qualifications

• 1-2 years of customer service experience; restaurant owners experience is a plus.
• Proficient with Windows & computer applications; CRM experience is a plus.
• Strong verbal and written communication with clients/internal audiences.
• Comfortable making outbound calls on the phone.
• Strong problem solving to identify root causes and provide quick solutions.
• Ability to multi-task and understand multiple products/benefits.
• Must complete training and demonstrate proficiency.

Responsibilities

• Prevent merchant attrition by addressing issues and objections to keep them live.
• Manage paused accounts and get them back live for orders.
• Update contracts, ownership changes, and assist with fraud/legal issues.
• Help merchants attract diners and upsell marketing rates/promotions.
• Resolve inquiries to build trust and loyalty with restaurant owners.
• Handle complex payment and tax inquiries coordinating with teams.
• Ensure account data accuracy and integrity.
• Meet SLAs while delivering great merchant experience.
• Handle round-robin queue and update account information as needed.

Skills

Customer service

CRM familiarity

Verbal communication

Outbound calling

Problem solving

Multi-tasking

Training completion

Reliability

Flexibility

Fast-paced environment

Tools

Salesforce.com

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.

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.

Hybrid

We reward our Sales positions with competitive pay. For this role, we offer uncapped commission with a base salary range as outlined below.

Illinois: $38,400 - 48,000 ($48,000 - $60,000 OTE Range)

New York: $42,240 - 52,800 ($53,000 - $66,000 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

The benefits applicable to this role include a competitive compensation package with equity and a 401(k). We also offer a 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, and 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 participates in the federal government's E-Verify program to confirm employment eligibility. If you need an accommodation during the interview process, please let your recruiter know.