Associate Account Manager, SMB

About Grubhub

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 375,000 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. 

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

#LI-Remote 

We reward our Sales positions with competitive pay. For this role, we offer uncapped commission with a base salary range as outlined below.

United States: $34,400- $53,000 ($43,000 - $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

We offer a competitive salary package including equity and 401K. Additionally, we provide multiple medical, dental, and vision plans to meet all of our employees' needs as well as many benefits and perks that are not listed.  

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.