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Sr. Manager, Strategic Accounts
Yelp
San Francisco, CA, United States
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Summary
Yelp Reservations' Strategic Account Management team works with our most prestigious restaurant clients, owning the full client lifecycle from onboarding through to retention. Our Sr. Manager of Strategic Account Managers leads the team that works with elite restaurants by phone and in person to build strong relationships and continuously demonstrate the value of the Yelp Reservations platform. This includes implementing software and hardware, educating and training restaurant staff, conducting business reviews and leading marketing activities to ensure the business is getting maximum value from the Yelp Reservations platform.
Strategic Account Managers offer white glove service to our very best clients, and go the extra mile to make sure they are having an incredible experience with Yelp Reservations. They work closely with our product, marketing and engineering teams to implement restaurant feedback and champion initiatives that drive ROI. They are consultants to the clients that shape our product. As their leader, you'll lead by example, joining your team on-site, and diving into the success of these clients.
This is a strategic leadership role with multiple facets, including innovative people leadership, data analysis, marketing, creative problem-solving and next-level product knowledge. If you are solutions-focused, customer-obsessed and have experience building excellent relationships with sophisticated clients, while supporting a driven team, we'd love to talk to you.
What you'll do:
• Manage a team of highly driven Account Managers, contributing heavily to their success and development as strategic account managers
• Be the ultimate player/coach - Your team owns the post-sale client relationship for key accounts, with a focus on onboarding, engagement and retention
• Alongside your team, build strong relationships with restaurant stakeholders (owners, managers and floor staff) and develop a thorough understanding of their business operations
• Ensure the use predictive and proactive outreach to ensure clients remain engaged with the Yelp Reservations platform
• Join your team while they conduct business reviews and provide content and process recommendations, by phone and in person
• Partner with Product and Engineering teams to implement restaurant feedback and champion initiatives that drive ROI for your clients
• Continuously demonstrate the value of the Yelp Reservations platform and related suite of Yelp products and services
What we're looking for:
• 3+ years sales of account/customer management leadership experience, preferably in a SaaS or software-driven environment
• Excellent strategic conversation skills - you can pivot a conversation and are always a few steps ahead
• Experience presenting metrics and ROI stories to clients
• Polished written and verbal communication skills
• A hunger to build a company and add value any way you can
• A college or university degree
• Ability to analyze data and provide recommendations verbally and through reporting
• Experience using Salesforce or an equivalent CRM
Bonus points:
• Operational experience in the hospitality industry (server, host/hostess, floor manager, back office)
• Experience up-selling and cross-selling
• Marketing or event management experience
• Next-level knowledge (and love) of the SF Bay food, restaurant and bar scene
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.