Senior Account Manager

4 weeks ago

Eastern Ontario, Canada OpenTable Full time

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 looking after 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.

As a Senior Account Manager, you will be responsible for supervising and championing relationships with small to medium-sized client groups (ranging from 3-12 members) across various markets in Canada and elite individual restaurants based in Toronto. You will work closely with your clients to understand their unique needs, offer tailored solutions, and ensure the successful delivery of services. This role requires a combination of critical thinking, relationship-building, and project management, along with the flexibility to travel to different markets as needed to provide hands-on support. Your primary responsibility is to deliver exceptional value and hospitality to your restaurant partners, helping them succeed and become vocal advocates for OpenTable. By driving operational efficiency, increasing capacity, and providing ongoing support, you will contribute to the growth and success of our restaurant partners, as well as to OpenTable's continued success.

You will be responsible for the entire customer lifecycle—onboarding new restaurants, supporting their ongoing needs, and ensuring they receive the most value from OpenTable's offerings. Success in this role will be measured by your ability to retain clients and drive revenue growth.

In addition to leading your own portfolio, you will play a leadership role within the team, collaborating with colleagues, mentoring others, and helping drive the strategy for the Toronto market.

In this role, you will:

Strategic Account Management:

  • Use data-driven insights to develop strategies that improve customer retention, increase annual recurring revenue, and grow your portfolio of accounts.

Relationship Building:

  • Cultivate and maintain strong relationships with key decision-makers at restaurant partners, acting as a trusted advisor to help them achieve their business goals.

Operational Support & Optimization:

  • Assist restaurants in improving their operational efficiency, providing timely support, and improving table capacity, ensuring they are making the most out of OpenTable's platform.

Sales and Upselling:

  • Find opportunities to upsell OpenTable marketing services and additional products, aligning offerings with the specific needs and objectives of each restaurant.

Team Leadership & Collaboration:

  • Act as a leader within Team Canada, mentoring peers, supplying to the market strategy, and promoting a collaborative, high-performance culture.

Customer Advocacy:

  • Be the voice of the customer, addressing and resolving cross-functional issues while advocating for the needs of restaurant partners.

Feedback & Product Improvement:

  • Collect valuable customer feedback to advise product development, suggesting features and functionalities that can better serve restaurant clients.

Retention & Renewal:

  • Drive restaurant retention by ensuring excellent service and assisting with contract renewals, including restaurants with expired contracts.

Performance Reporting & Analysis:

  • Leverage tools like Salesforce, Groove, and Vidyard to supervise account performance, lead communications, and identify areas for improvement.

Market Intelligence:

  • Stay up-to-date on industry trends, competitors, and standard methodologies to provide informed recommendations to your restaurant partners.
Please apply if:

Proven Experience:

  • A combination of Account Management, Customer Success, or similar experience, ideally with a background in the restaurant, hospitality, or tech sectors.

Strong Analytical Skills:

  • Proficient in data analysis and problem-solving, with the ability to extract insights and offer actionable recommendations.

Excellent Communication:

  • Outstanding written and verbal communication skills, with the ability to interact with senior-level decision-makers.

Organizational & Time Management:

  • Excellent organizational skills and the ability to handle multiple accounts and priorities effectively.

Problem-Solving & Negotiation:

  • Strong decision-making and negotiation abilities, with a consultative sales approach.

Team Collaboration & Leadership:

  • Validated ability to work cross-functionally and lead by example, fostering collaboration and camaraderie within the team.

Tech-Savvy:

  • Proficiency in tools such as Google Suite, Salesforce, and other reporting/analytics/CRM platforms.

Hospitality Knowledge:

  • Prior restaurant management or sales experience strongly preferred.

Location & Travel:

  • Must reside in Toronto and be willing to travel locally (up to 50%).

Education:

  • A bachelor's degree is expected; an advanced degree or equivalent experience is a plus.

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 $100,000 - $110,000 CAD.

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.

Benefits:
  • Paid Time Off - 20 days a year
  • Birthday/celebration PTO - 1 day
  • Annual company weeks off
  • Flexible sick time off
  • Paid volunteer time
  • Parental Leave Benefits
  • Dental & Vision Insurance
  • Life & Disability Insurance
  • Group RRSP and DPSP
  • Major Medical Insurance (dependent care options)
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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