Associate Account Manager, SMB Accounts

GrubHub Inc.; Chicago, Northern (IL, KY); Hybrid; USD 38,000 - 48,000; Full time

Benefits offered by this job

Equity

401(k)

Health, dental, vision

Short & long-term disability

Paid time off

Parental leave

Discounted meals

Job summary

Grubhub Inc. is seeking an Associate in the Restaurant Success team to nurture relationships with restaurants in our SMB organization.

You will manage an assigned book of business, resolve issues, and drive long-term partnerships to reduce attrition and boost engagement. You will be the primary contact for merchants, offering marketing support, upselling promotions, and solving complex payment or tax inquiries.

Qualifications

• 1-2 years of customer service experience.
• Experience with restaurant owners is a plus.
• Restaurant experience is a plus.
• Proficient using Windows PC applications and learning new programs.
• Experience with Salesforce.com, Zendesk, or similar CRMs is a plus.
• Strong verbal and written communication skills for clients/internal audiences.
• Comfortable making outbound calls.
• Strong problem-solving: identify root causes and provide quick solutions.
• Ability to multi-task across products and benefits.
• Must complete training and demonstrate proficiency.

Responsibilities

• Support and nurture relationships with restaurants within the SMB organization.
• Serve as the key contact for restaurants and resolve issues to drive long-term partnerships.
• Prevent merchant attrition by addressing cancellation objections and keeping accounts live.
• Manage paused accounts and update contracts/ownership changes.
• Provide marketing support and upsell Grubhub products and promotions.
• Resolve inquiries to build trust and loyalty with restaurant owners.
• Coordinate with teams on complex payment and tax inquiries.
• Maintain account information accuracy and meet SLAs.
• Handle a round-robin queue and assist with partner questions.

Skills

Customer service

Restaurant owners

Restaurant experience

Windows PC

CRM software

Communication skills

Outbound calls

Problem-solving

Multi-tasking

Training completion

Reliability & attendance

Flexibility

Tools

Salesforce

Zendesk

Job description

About Grubhub At Grubhub, we believe food is more than just a meal: It’s a source of discovery, connection, and pure enjoyment. There’s a time and place for every type of dish, from hidden neighborhood gems to tried-and-true favorites, and we exist to connect people with the food they love in all the ways they like to dig in. We’ve been at it since 2004, but now, as part of Wonder, Grubhub is operating with a renewed sense of momentum and the high-velocity energy of a powerhouse startup. As a leading U.S. ordering and delivery marketplace, we feature over 415,000 merchants in more than 4,000 cities, creating the ultimate food experience by elevating online ordering through innovative restaurant technology, easy-to-use platforms, and an improved delivery experience. We are constantly finding new ways to innovate—from integrated grocery delivery with groceries powered by Instacart to exclusive loyalty programs. Join our team, based out of New York City, Chicago and Denver, and help us give our diners the exceptional value they deserve.

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

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

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

Compensation

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)

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. We look forward to hearing from you! We'll contact you via email or text to schedule interviews and share information about your candidacy.

Join Our Team

At Grubhub, we champion restaurants from coast to coast. Restaurants sit at the heart of communities. It’s our mission to strengthen their roots, deepen their connections, and increase the positive impact they have on people and society. Grubhub, part of Wonder, delivers the best local, authentic cuisine right to diners’ doors—and new customers and billions in revenue to local businesses. Featuring over hundreds of thousands of merchants in over 4,000 cities nationwide, our innovative technology, user-friendly platforms, and streamlined delivery capabilities have made us an industry leader in the world of online food ordering. Since we opened our doors in 2004, Grubhub has been opening doors all across the country. Bakery doors in Hyde Park, jibarito joint doors in Queens, and doors of opportunity all across the country. Join our team and help us open more.