Account Manager

*Must live in Montreal area*

* Must be bi-lingual and possess expert business-level proficiency in both English and French  

Reporting to the Canada Manager of Accounts Team and part of our wider Canadian/North American Growth Business, this position is responsible for managing  a portfolio of restaurants and is tasked with overseeing the full OpenTable customer lifecycle. The Account Manager drives customer engagement, increases reservation availability and decreases churn. This role is responsible for the overall health of our Quebec restaurant customers.

As an Account Manager, you will be the face of OpenTable in Montreal, we seek an entrepreneurial, growth-oriented self-starter. You will work closely with your market counterparts to drive customer engagement, deliver value through our variety of features and add-on products, increase overall inventory of availability and decrease churn. This role is responsible for the overall health of our Quebec restaurant customers. Your interactions will be a combination of in-person and remote, using phone, e-mail, webinars and other methods to convey ideas, perform training and resolve open issues.

OpenTable is a global leader in restaurant technology. Our products and our best-in-class service and hospitality allow our restaurant customers to help do what they do best, better. Our suite of technology is the most comprehensive platform available to restaurants, helping run smoother shifts, attract new diners, and deliver valuable data-driven insights. Our Account Managers build deep consultative relationships with restaurants across their customer-base to communicate the value of our solution and become trusted advisers able to quickly assess each restaurant's unique needs and work to address those needs efficiently. It's an Account Managers role to help the restaurant incorporate OpenTable into their daily operations, continually driving adoption in the process. Churn is reduced by continuously working with and demonstrating the value of our products and services to restaurants.  You understand and anticipate the challenges restaurants  are facing, and you will persistently explore and uncover the business needs of your key customers. This is a fast-paced, client-facing role as part of a high-performing team, we show up for each other and for restaurants and we strive for continuous growth and improvement by sharing feedback and learning from our mistakes whilst building upon our shared successes.  

This role is suitable for someone who is interested in cultivating and building lasting business relationships whilst delivering world-class service and hospitality in a fast-paced, challenging and nimble environment. 

Day to Day Responsibilities

• 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.

• Understand customer needs and identify opportunities for growth using a suite of software features, such as standard discovery, promoted Inventory, experiences and integrations. 

• Strategically overcome objections and competition to prevent and reduce customer churn.

• Provide customized product and service presentations (both in person and online) to prospects and existing customers to determine solution needs and drive revenue.

• Encourage customers to think differently about their business’ marketing strategies and challenge the status quo to  help guide both parties to achieve success.

• Educate restaurants about trends in the industry and offer unique insight.

• Develop and complete a strategic plan for the territory and create reliable forecasts using a variety of data sources (thoughtspot, DAG, Superset). 

• Provide timely follow-up with customers to ensure satisfaction with solutions. Maintain communication records & prepare productivity reports as required.

• Provide accurate documentation and feedback through wins/losses, forecasts/pipeline, references & company’s account management systems (including Salesforce).

• 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.

• Lead restaurant retention rate; aid in the re-signing of customers with expired contracts.

• Generate business plans to define your strategies and tactics.

• Utilize Salesforce to run your territory, forecast sales activity, and process contracts.

• Close and process contracts and maintain a high standard of organization and data integrity.

• Collaborate cross-functionally and within your immediate team to drive growth.

• Stay up to date and adapt to ongoing product, marketing and technology developments.

Experience and skills desired:

• Account management or equivalent experience in a restaurant/hospitality environment; validated customer service skills.

• Highly adaptable, easily acclimating to a rapidly changing environment

• A strong sense of empathy, self awareness and emotional intelligence

• Deep expertise in restaurant operations and management experience working in the restaurant market.

• Self-motivated and able 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.

• 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.

• 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, and Salesforce is a plus.

• Appreciate working in an unstructured and forward-thinking environment

• Capacity to grasp and learn complex concepts quickly and independently.

• Access to a registered vehicle and license to drive in Quebec 

This role may also require up to 20-30% travel to surrounding markets and local travel to visit restaurants in person. In addition to a competitive base salary, roles are eligible for additional compensation and benefits including: health benefits; retirement benefits; life insurance; paid time off (including PTO, paid sick leave, medical leave, bereavement leave, floating holidays and paid holidays); and parental leave and benefits.