Account Manager (West Coast Based)
With millions of diners, 70,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion.
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 team and its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.
About the job
OpenTable is seeking an Account Manager responsible for leading customer retention and revenue growth within your territory of restaurants, reporting to the Manager, Account Managers. In this role, you will be in tune with the local restaurant industry and proactively engage with restaurant customers to serve as a trusted advisor. You will be innovative in overcoming customer obstacles, provide constructive perspectives to challenge current thinking, and use our world-class technology to empower restaurants to focus on their team, their guests, and their bottom line.
Note: Applicants must live in either the Pacific Time Zone or Hawaii-Aleutian Time Zone to align with the team and market. Seattle or Hawaii residence strongly preferred. Domestic travel will be required throughout West Coast and Hawaii.
Responsibilities
- Cultivate and build upon existing high-level relationships to serve as a trusted advisor to restaurants and lead retention rates by aiding in re-signing customers with expired contracts.
- Account Retention & Revenue Growth: Build and maintain strategic relationships with restaurant leadership to achieve quarterly retention and upsell targets, including contract renewals and premium marketing tool adoption.
- Understand customer needs, identify sales opportunities to sell premium marketing tools, and achieve quarterly company goals and sales objectives.
- Assist restaurant management with system configuration to optimize reservation flow.
- Build and utilize data-driven presentations for ongoing business reviews and educate operators about industry trends using actionable, data-driven insights.
- Act as an advocate and high-level point of contact for restaurant customer concerns and resolve cross-functional issues.
- Track weekly meeting and call activity in Salesforce, conduct monthly meetings with Elite members, and capture product upgrade feedback for the team.
Minimum Qualifications
- 2-3+ years of account management or equivalent experience in a restaurant/hospitality environment with validated customer service skills.
- Residency in the Pacific Time Zone or Hawaii-Aleutian Time Zone to align with the team and market. Seattle or Hawaii residence strongly preferred. Domestic travel will be required throughout West Coast and Hawaii.
- Deep expertise in restaurant operations and management, including comprehension of P&L and financial statements.
- Proven ability to handle objections and comfort leading consultative sales conversations to achieve retention and revenue goals.
- Strong writing, presentation, social, organizational, and interpersonal skills, with confidence delivering training and speaking to groups.
- Valid driver’s license and transportation, with residency in Hawaii, Pacific, or Mountain Time Zones to align with the territory and team.
Preferred Qualifications
- College degree in a relevant field.
- Experience using AI tools to draft and personalize outreach, research accounts, capture interaction data, and determine future strategy.
- Knowledge of Google Suite, Salesforce, and Apple products and operating systems.
- Experience collaborating with marketing teams to help design and execute restaurant-specific marketing programs and promotional participation.
- Demonstrated ability to keenly track economic and industry drivers and thrive in an unstructured, forward-thinking environment.