Account Manager, Central Queue

With millions of diners, 60,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion. 

Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global team and its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.

About Our Role

The Account Manager CQ drives engagement, increases reservation availability and decreases 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 remote, using phone, e-mail, webinars and other methods to convey ideas, perform training and resolve open issues.

It is our mission to take care of each valuable customer and we quickly assess their needs and work to address those needs efficiently. We help the restaurant incorporate OpenTable into their daily operations, continually driving adoption in the process. Churn is reduced by working with and demonstrating the value of our products and services to restaurants. Are you in the business of building and maintaining relationships? Are you satisfied by keeping an organized schedule and answering the needs of others? Then you will love this role and the OpenTable culture!

Note: this is a hybrid role requiring in-office presence two days per week.

Key Responsibilities

• You will lead the overall management of our most valuable business segmentation of customers

• You will resolve customer cases and tasks daily

• You will share data with restaurants to change behavior and drive adoption

• You will enthusiastically work closely with customers to drive engagement on the OpenTable platform and increase reservation availability

• Respond to restaurant partner concerns from our Customer Support and field teams

• Perform presentations and training remotely to restaurant customers

• You will inspire customers to think differently about their business in ways that will help both parties achieve success

• You will consistently meet and exceed regular team and individual goals

• Reduce churn

Experience and Skills Desired

• Account management experience

• Consistent record of consultative selling and/or account management

• Deep knowledge of restaurant operations

• Self-motivated with tried ability to perform well under pressure and against bold goals and deadlines

• Skilled at presenting new points of view to customers that reframe and challenge the way they view their business

• Aptitude for gathering and using data to inform and persuade others to make business decisions

• Excellent communication, listening, influencing and training skills

• High-reaching, tenacious and results driven

• Validated ability to work across many departments to take on problems and achieve results.

• Excellent organization, documentation and time management skills

• Shown success working in an unstructured and entrepreneurial environment

• Experience using Salesforce of equivalent CRM solution is a plus

• University degree preferred

Benefits and Perks

• Work from (almost) anywhere for up to 20 days per year

• Focus on mental health and well-being:

  • Company-paid therapy sessions through SpringHealth

  • Company-paid subscription to Headspace

  • Annual company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)

• Paid parental leave

• Generous paid vacation + time off for your birthday

• Paid volunteer time

• Focus on your career growth:

  • Development Dollars

  • Leadership development

  • Access to thousands of on-demand e-learnings

• Travel Discounts

• Employee Resource Groups

• 20 days of paid time off

• Private health and dental insurance

• Life and Disability insurance

There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. The range for this Canada located role is $65,000-$72,000 CAD.

We offer a competitive base salary and benefits including: health benefits; flexible spending account; retirement benefits; life insurance; paid time off (including PTO, paid sick leave, medical leave, bereavement leave, floating holidays and paid holidays); and parental leave benefits. This role is eligible to be considered for an annual bonus.