Senior Account Manager-Central Queue

With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximize revenue.
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 network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.
Hospitality is all about taking care of others, and it defines our culture. You'll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.
The Senior Account Manager (CQ) contributes to and helps the team in driving engagement, increasing reservation availability, and decreasing churn across OpenTable's restaurant partners. You will be part of a team collectively responsible for the overall health of our largest segment of customers. Your interactions will be remote, using phone, email, and other methods to convey opportunities, 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 restaurants to 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 our Account Management (CQ) team culture! As a Senior in this role, you'll be expected to take an active lead within the team, mentoring fellow team members, and helping to drive success of team performance towards set goals. You'll assist in making sure SLAs are consistently met, and will contribute to process improvement ideation and testing efforts as a go-to expert on the team.
In this role, you will:

• Ambassador for AM CQ within the OpenTable/Kayak Organization
• Lead the overall management of our most valuable business segment of customers, resolving customer cases and tasks daily
• You will consistently meet and exceed regular team and individual goals
• Enthusiastically work closely with customers to drive engagement on the OpenTable platform and increase reservation availability
• Respond to restaurant partner concerns, escalated from our Customer Support, Billing, and field teams
• Share data with restaurants to change behavior and drive adoption
• Deliver presentations and training remotely to restaurant customers
• Inspire customers to change their perception about business generated by OpenTable in ways that will help both parties achieve success
• Constructively and consistently highlight areas of concern/improvement within the team
• Work with Supervisors/Manager to develop new ideas and strategies for the team and role
• Take ownership over inbound work queues to make sure SLAs are met/exceeded
• Assist Supervisors/Manager with Team Quality Checks as needed
• Contribute to the coaching and development of Customer Success Specialists
• Contribute to the training of new hires
• Develop Cross-department skills, providing support to and collaborating with other teams as and when required

Please apply if:

• Account management experience
• Consistent record of consultative selling and/or account management
• Deep knowledge of restaurant operations
• 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. Use this same skill set to help the Customer Success Specialists discover new and creative ways to approach more difficult conversations with restaurants.
• Aptitude for gathering and using data to inform and persuade others to make decisions
• Excellent communication, listening, influencing, and training skills
• High-reaching, tenacious, and results-driven
• Validated ability to work across many teams 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 or an equivalent CRM solution is a plus

A few of the benefits you get at OpenTable-

• Work from (almost) anywhere; wherever you do your best work
• Focus on mental health and well-being
• Company paid therapy sessions through SpringHealth
• Company paid subscription to HeadSpace
• Company-wide weeks off each year - the whole team fully recharges (and returns without a pile-up of work!)
• Generous paid parental leave
• Generous paid vacation + time off for your birthday
• Paid volunteer time
• Health, dental & vision plans
• 401k with company match
• Focus on your career growth
• Enriched learning and development opportunities
• Leadership development
• Access to thousands of on-demand e-learnings

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 United States located role is $78,000-$100,000.
In addition to a competitive base salary, roles are eligible for additional compensation and benefits including: annual cash bonus; 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 and benefits.
Diversity, Equity, and Inclusion
OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming. Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners. Representation matters.
We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job responsibilities, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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