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Strategic Account Manager
Yelp
San Francisco, CA, United States
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Yelp Reservations, Strategic Account Manager
Summary
Yelp Reservations' Strategic Account Management team works with our most prestigious restaurant clients, owning the full client lifecycle from onboarding through to retention. Strategic Account Managers work 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.
This is a strategic role with multiple facets, including 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, we'd love to talk to you.
What you’ll do:
• Own the post-sale client relationship for key accounts, with a focus on onboarding, engagement and retention
• Build strong relationships with restaurant stakeholders (owners, managers and floor staff) and develop a thorough understanding of their business operations
• Use predictive and proactive outreach to ensure clients remain engaged with the Yelp Reservations platform
• 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
• Lead marketing campaigns and partner with the Marketing team to deliver events and other initiatives that drive client engagement
• 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 or account/customer management 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.