Lead Account Manager (US)

me&u; Detroit (MI); Remote; USD 70,000 - 95,000; Full time

Job summary

A leading company in hospitality technology is seeking an Account Manager to drive customer success and account growth across the US region. The role involves developing strong relationships with venue partners, enhancing customer onboarding experiences, and ensuring alignment with business goals to maximize account performance and customer satisfaction.

Benefits

Flexible working environment

Mental health support programs

Inclusive leave options

Qualifications

• Experience in account management and customer relations within the tech or hospitality industry.
• Strong communication skills and ability to manage multiple accounts effectively.
• Knowledge of CRM tools and customer onboarding processes.

Responsibilities

• Develop and execute localized account management strategy for the US.
• Oversee onboarding and relationship management for venue partners.
• Identify upsell opportunities and customer retention strategies.

Skills

Customer Relationship Management

Strategic Planning

Communication

Problem Solving

Education

Bachelor's Degree

Job description

Job Description

A LITTLE ABOUT US

When it comes to food experience, me&u helps you always feel like a local. The company’s vision is to bring that feeling to everyone, anywhere - so no matter what neighbourhood you live in or visit, you’ll always know the perfect place to go and exactly what to order.

me&u is used by 6000+ bars, pubs, and restaurants to create memorable guest experiences and grow their brands. With 200 staff in five countries, and headquartered in Melbourne, Australia, me&u is the consolidation of two leading hospitality technology companies: Mr Yum and me&u, who merged in November 2023.

About The Role

This role will be responsible for developing and executing a localized account management strategy for the US. In collaboration with account management leaders in other regions, you will oversee the development of strong, long-lasting relationships with venue partners while driving growth and strategic opportunities within the US region’s customer base. This includes ensuring a top-tier onboarding experience for new customers, ensuring they receive the necessary attention, understanding, and groundwork for immediate success. You will ensure Account Management alignment with business goals, identify and execute opportunities with customers in the US market, and serve as a main point of escalation and support for high-impact customer relationships.

Your focus will be targeted towards customer retention, portfolio growth, high usage of the me&u platform, and ensuring a seamless onboarding experience for all new partners.

What You’ll Do

Key Result Areas (KRAs)

KRA 1 – Relationship Management

• Lead the strategic direction and drive decisions that increase venue usage and account growth to solidify me&u as the preferred ordering and payment platform in the industry
• Oversee all the US regions accounts while being the lead point of contact for complex or high-priority accounts
• Liaise with RevOps, Onboarding, Support, Product, and Marketing to drive improvements to enhance me&u’s offerings
• Ensure a seamless venue handover between the Onboarding and Account Management team, this includes monitoring that venues are using me&u effectively, facilitating the resolution of any technical integration issues, and ensuring all relevant customer information is logged in the CRM
• Responsible for recruitment of any future roles in the Account Management team, which is inclusive of advertising roles, screening CVs, handling interviews, offer and acceptance
  
  

KRA 2 – Account Performance & Growth

• Develop a localized Account Management strategy, leveraging best practices from the UK and ANZ to maximize customer engagement
• Refine, implement and oversee strategies that drive growth across the US portfolio of accounts. Collaborate with leadership to ensure growth rates are aligned with budget targets and seasonal fluctuations
• Execute commercial and operational projects in partnership with Sales, Marketing, and Product teams, ensuring these initiatives are tailored to the USA local market
• Establish Performance metrics for usage, customer spend, customer ratings, speed of service with key customers
• Provide the leadership team with regular updates on customer performance, share insights, highlight competitor activity, and flag growth blockers that may impact portfolio performance
• Identify upsell opportunities within accounts for products such such as Connect and Crew, ensuring me&u revenue through expanded services
• Proactively identify at-risk venues and work to resolve blockers and reverse declining trends
• Ensure that all CRM and other required reporting documentation is up to up to date
  
  

KRA 3 – Customer Retention & Stickiness

• Identify and address customer needs to ensure customers receive maximum value from our products and services
• Oversee efforts to maintain engagement across all accounts within the US region. Utilize data to problem solve - particularly when identifying unengaged venues
• Train and mentor team members in the USA on new product releases, ensuring consistency in messaging
• Develop and implement a feedback loop that increases venue satisfaction and engagement. Identify and address churn risks promptly, implementing strategies to mitigate potential losses
• Lead efforts to monitor industry trends and gather customer feedback to identify potential new features and product ideas. Collaborate with the Product Team to present these insights for consideration and prioritization, enhancing me&u’s competitive advantage
• Establish and maintain the highest standards of customer service. Ensure personalized and proactive support for venues by facilitating resolution of customer requests or escalations, POS integration, menu changes, customer complaints, and third-party integrations
• Keep up to date with all internal training resources to ensure you are updated, educated, and informed on our product as it evolves so you can provide this advice and guidance to our customers
  
  

KRA 4 - Customer Onboarding Excellence

• Spearhead the entire onboarding journey for venues across the US, from activation through the first month, emphasizing a high-impact, seamless experience.
• Enhance onboarding efficiency through personalized kickoff calls, comprehensive menu review sessions, and in-depth training for both staff and managers, ensuring a complete staff readiness, and optimal operational integration.
• Ensure precise tracking and monitoring of all key milestones, tasks, and objectives crucial for smooth integration, facilitating clear alignment among internal teams and partner venues.
• Foster robust communication channels with the Onboarding and Sales Teams to guarantee total project transparency, early identification of potential challenges, and proactive obstacle management.
• Address client inquiries swiftly and carry out onboarding tasks with high efficiency, leveraging problem-solving skills to detect, articulate, and/or escalate integration challenges to level 2 support when necessary.
• Uphold and promote best practice standards across all venues consistently, ensuring a standardized excellence in onboarding.
• Carry out business reviews post 30 days live with venues, proving the value of our product with tangible results.
• Collaborate closely with your fellow Account Leads / Account Managers (AMs) and/or Support teams to ensure a seamless transfer of information for venues during the handover process, guaranteeing comprehensive updates and accurate documentation within Hubspot.
• Collaborate with Commercial Leads to explore account expansion opportunities and manage ongoing account issues, maintaining accountability from sales to continuous relationship management.
• Collate and document customer product feedback and effectively communicate this to your manager to be passed onto the product team.
• Leverage the playbook strategically post the initial four weeks to maximize usage and engagement with me&u.
  
  

Split of Work

This Role Will Be

• 30% focused on relationship management
• 40% focused on account performance and growth
• 20% focused on customer retention and stickiness
• 10% focused on customer onboarding excellence
  
  

WHY ME&U

Work with impact and purpose. We’re helping the hospitality and entertainment industries to thrive and me&u is at the forefront of this. Expect collaboration and interesting problems to solve.

Work with great people. Work alongside a supportive, diverse and inclusive team. You’ll have the trust, freedom and support to experiment and not be afraid of failure but to learn from it...and have fun together along the way.

Work that challenges you. We’re growing quickly, and you will too. You’ll have numerous opportunities to embrace discomfort, grow and learn as me&u expands and scales globally.

Work that works for you. We’re a flexible, remote-friendly place with inclusive leave options and day-to-day work times to suit your routine. We prioritise our team’s mental health & overall wellbeing, with access to mental health days and support programs.

Diversity and Inclusion Commitment

We’re committed to growing and empowering an inclusive me&u community. That’s why we actively encourage applications from candidates from all backgrounds, experiences, and perspectives. If you require accessibility assistance at any stage of the process, please let us know.