Associate Account Manager, SMB

GrubHub Inc.; New York (NY); Hybrid; USD 42,000 - 53,000; Full time

Benefits offered by this job

Equity

401(k)

Medical/Dental/Vision plans

Paid time off

Paid vacation for non-exempt

Job summary

Wonder is looking for an Associate in the Restaurant Success team to support and nurture relationships with SMB restaurant partners in the United States. You will manage an assigned book of business, focusing on retention, engagement, and resolving issues to drive long-term partnerships.

You will prevent attrition, assist paused accounts, update contracts, and provide marketing support to help restaurants grow, with a hybrid work model requiring three days in the office per week in many

Qualifications

• 1-2 years of customer service experience, preferably with restaurant owners or in a fast-paced setting.
• Strong verbal and written communication; comfortable handling client communications professionally.

Responsibilities

• Manage an assigned book of restaurant partners, focusing on retention and engagement.
• Resolve issues quickly to improve satisfaction and maintain live status on the platform.
• Provide marketing guidance and upsell promotions to help restaurants attract diners and increase orders.
• Handle inquiries related to payments, taxes, and account updates; coordinate with relevant teams.
• Maintain SLA targets and manage a round-robin queue to address partner questions and updates.

Skills

Customer service

CRM experience

Communication skills

Outbound calling

Multi-tasking

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.