Associate Account Manager, SMB

Wonder; New York (NY); Hybrid; USD 42,000 - 66,000; Full time

Benefits offered by this job

Equity

401(k)

Medical, dental & vision plans

Paid time off

Job summary

Wonder is seeking an Associate on the Restaurant Success team in New York. You will manage an assigned book of business, focus on retention and engagement, and serve as the primary contact for restaurants to resolve issues and nurture long-term partnerships.

You will work in a hybrid model with in-office collaboration several days a week, supporting merchants to attract diners, increase orders, and utilize Wonder's promotions and perks. Strong communication and CRM experience are essential.

Qualifications

• 1-2 years of customer service experience, ideally with restaurant owners.
• Experience with CRM systems (Salesforce.com, Zendesk) is a plus.
• Strong communication, both written and verbal, with clients/internal teams.

Responsibilities

• Manage an assigned book of business to retain and engage restaurants.
• Resolve issues, support with billing/payments, and uphold SLAs.
• Provide marketing guidance and upsell promotions to drive orders.

Skills

Customer service

CRM systems

Salesforce

Zendesk

Outbound calls

Problem solving

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.

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

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

• 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
• paid parental leave
• discounted meals
• 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.