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Resy Customer Success Manager – New York City
WHO WE ARE :
Resy is the American Express global dining platform. Our mission is to power the world’s best restaurants, using technology to imagine the future of hospitality. We serve 16,000 restaurants globally.
Our customers discover the amazing world of restaurants thanks to our content-rich website and innovative mobile app. Our diners are insiders, and we love having them at the table.
We’re hiring, too. Interested in joining our team of restaurant-obsessed explorers? Right this way.
ABOUT THE ROLE:
Resy is looking to add a Customer Success Manager to the Restaurant Success team. The primary function of the CSM role is to empower and advise the medium-touch segment of our restaurant base. The goal is to drive tangible business outcomes using our table management platform. Having a deep knowledge and understanding of the restaurant and hospitality industry is a critical skill for this position.
The CSM book of business is focused on 1:1 relationships with high-value customers in priority markets. Fostering relationships with key restaurant partners in these cities is critical to the growth and success of the market. CSMs will take a proactive outreach approach to strengthen these relationships, drive product adoption & engagement, advocacy, and become a trusted advisor.
CSMs leverage data insights to nurture advocacy and produce thought leadership in guiding the strategy & tactics paramount to the restaurant's success. The CSM works closely with stakeholders across the organization to drive value for our restaurant partners and for the business. This role requires collaboration with Restaurant Support, Restaurant Implementation, Sales, Product & Engineering, Data, Global Dining Access, and the Restaurant Accounts teams.
This posting is a for a United States position. Candidates should reside in New York, NY, expect to be partner-facing, and are required to go into our offices three days per week.
WHAT YOU'LL DO :
- Identify restaurant operator expectations, values, and desired outcomes, and create manageable success plans with the partner
- Execute proactive and predictive account management
- Be a restaurant-facing trusted advisor
- Nurture advocacy with our restaurant partners and drive value-add opportunities to their business
- Maintain deep product knowledge and use-cases, including familiarity with the product roadmap and release schedule
- Identify and qualify engagement opportunities: up-sells, cross-sells, programming
- Identify and overcome objections that reinforce a true partnership
- Gain competency with identifying churn risk, facilitating de-escalations, and appropriately managing restaurant departures
WHO YOU ARE :
- Restaurant or Hospitality experience required
- 2+ years in a customer-facing or -experience role
- Excellent written and verbal communications
- Exceptional organization and time-management are critical to this role
- Proficiency with data analysis required
- Experience with Salesforce, MS Office Suite, iOS, Looker, Tableau, Atlassian a huge plus
Resy is committed to Equal Employment Opportunity through attracting and retaining a diverse team of employees and creating an inclusive environment for all. We do not discriminate on basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
If the role you are applying for is designated as hybrid or onsite, you will be required to visit our offices at least three business days per week.
Salary Range: $60,000.00 to $110,000.00 annually + bonus + benefits
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
- Competitive base salaries
- Bonus incentives
- 6% Company Match on retirement savings plan
- Free financial coaching and financial well-being support
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
For a full list of Team Amex benefits, visit our Colleague Benefits Site.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
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