Remote Account Manager, Onboarding Central Queue Specialist

This is a full-time salaried role with 3+ days of required work in the Mexico City office which is located in the Nápoles area. Thank you!

About OpenTable

With millions of diners, tens of thousands of restaurants, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximize revenue.

Hospitality is all about taking care of others, and it defines our culture. You’ll join a welcoming environment, and get the benefits, flexibility, and support needed to succeed.

The Position

Reporting to the Sales & Services Manager, the Central Queue Account Manager & Onboarding is responsible for the restaurant customer lifecycle with OpenTable. It begins with customizing and installing OpenTable, followed by extensive training of restaurant staff. You are charged with driving engagement, increasing reservation availability, and decreasing churn for our customers. You will be part of a team collectively responsible for the overall health of our largest segment of restaurant customers. Your interactions will be mostly remote, using phone, e-mail, webinars, and other methods to convey ideas, perform training and resolve open issues.

*This is not a sales position.

In This Role, You Will:

• Perform all services for the installation of the OpenTable software system at the restaurant, including customizing the product according to the individual needs of the restaurant
• Provide restaurant staff initial and follow-up training on the use of OpenTable
• Assist restaurant management with the program configuration to optimize reservation flow
• Cultivate and build upon existing high-level relationships to serve as a trusted advisor to Restaurants.
• Assist restaurant management with configuration to optimize reservation flow
• Complete detailed report templates on the installation for Technical Support staff at OpenTable
• Understand customer needs and identify sales opportunities to upsell Marketing assets to restaurants.
• Achieve company goals and sales objectives set quarterly.
• Place OpenTable reservation links on customer restaurant websites
• Track weekly meeting activity in Salesforce
• Monthly meetings with Elite members
• Act as an advocate for restaurant customers and resolve cross-functional issues
• Act as the high-level point of contact for restaurant customer concerns
• Work with the Marketing team to help design and execute restaurant specific marketing programs and drive participation in promotional programs
• Capture feedback from restaurants to suggest feature and functionality requirements for product upgrades
• Educate operators about trends in the industry and offer rare insight
• Lead restaurant retention rate; aid in the re-signing of customers with expired contracts

Please Apply If:

• Account management or equivalent experience in a restaurant/hospitality environment; validated customer service skills
• A good listener, capable of understanding the restaurant’s business objectives.
• Deep expertise in restaurant operations and management experience working in the restaurant market
• Ability to work across many departments to take on problems and achieve results
• Keenly track economic and industry drivers and understand implications on the restaurant business, including identifying new business opportunities
• Ability to manage objections and comfortable with a consultative sales approach
• Good phone and telepresence required for effective training and implementation
• Confident in the delivery of training and speaking in front of groups
• Excellent social and planning skills: task prioritization, effective time management
• Strong writing, presentation and interpersonal skills
• Analytical and data driven approach for making and supporting business decisions
• Knowledge of Google Suite, basic web design or HTML is a plus
• Valid driving license and transportation (all business related travel expenses reimbursed)
• Appreciate working in an unstructured and forward-thinking environment
• College degree preferred
• You speak English fluently.

Benefits:

• OpenTable provides Mexican Social Security (IMSS)
• Christmas Bonus - 30 days
• Paid Time Off - 20 days a year
• Vacation Premium - 25%
• Parental Leave
• Bereavement Leave - 3 days
• Bonuses
• Dental Insurance & Life Insurance
• Major Medical Insurance
• 1 floating day off per year to celebrate your birthday or another occasion of choice!
• Company-wide week off each year: the whole team recharges!
• Paid volunteer time
• Weekly catered office events
• Ongoing learning and Development opportunities
• Mental Health Well-being: 6 company paid therapy sessions, wellbeing speaker series and resources

Diversity, Equity, And Inclusion

OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming. Hiring great people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners. Representation matters.

We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform job responsibilities, and receive other benefits and privileges of employment. Please contact us to request accommodation.