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 Group, 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.

Grubhub

G

grubhub.com

1,001-5,000 employees

Technology, Information and Internet

Chicago, Illinois

Public Company

230k LinkedIn followers

Raised $284.1M

• 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.

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

• 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 [https://www.wonder.com/careers].
• 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 look forward to hearing from you! We'll contact you via email or text to
• schedule interviews and share information about your candidacy.