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Account Coordinator

4 months ago

Los Angeles, California, United States ChowNow Full time

Do you love the restaurant and technology industries? Are you looking for an opportunity to develop your client servicing skills, while also learning sales, organizational, and time management techniques? If working on a collaborative, cross-departmental team with high energy and levels of activity interests you, then we might have the perfect opportunity.

About Us:

ChowNow's vision is to become the leading North American platform connecting diners and independent restaurants for at-home dining. The ChowNow Platform continues to grow its product offerings and bring restaurants and diners closer together. Our marketplace provides a commission-free ordering for restaurants nationwide and diners with an ever-growing selection of independent restaurants. Our demand network provides diners with the ability to order where they're already online, including Google, Yelp, Instagram, Snap, and many others. And our white-labeled online ordering system provides restaurants with a branded experience for diners on their website and their own iOS and Android apps for a reasonable monthly fee regardless of order volume. To date, we've created over 20,000 apps for our restaurant partners – something that's never been done before in our category. We operate this way because of our belief in being fair, sustainable, and equitable with our restaurant partners and the same goes for our culture.

Diversity, teamwork, and mutual respect are among our core company values. We pride ourselves on giving our teams plenty of opportunities to make their mark.

Join us and help ensure ChowNow becomes the diner's first choice for socially responsible online ordering. Together we can preserve neighborhood flavor, one restaurant at a time.

About the Position:

As an Account Coordinator, you will be the first warm-welcome to a newly signed ChowNow restaurant client that has chosen a white labeled online ordering solution in addition to a branded mobile app. You will bring your strong communication skills, your high level of organization, and your subtle sales finesse to this fast-paced, KPI-focused role. Your days will be spent managing a high volume of inbound and outbound emails and phone calls while owning the onboarding process until the time of launch for both the direct web experience as well as the mobile app.

You will have the unique opportunity to perfect your time management and client servicing skills at a company and on a team that is dedicated to your personal and professional growth. You will gain immense operational knowledge and first hand experience of the restaurant and technology industries.

Your success will be measured by your ability to efficiently collect client assets and information, coordinate behind-the-scenes account setup across multiple departments, upsell on various products, guide clients through the Apple Developer Program, effectively train clients on our technology and process, accurately log all activity and data in Salesforce, prevent pre-live churn, and position all restaurants for a successful launch.

This is a hybrid position based in Los Angeles with a 2 days a week in office requirement.

Reports to the Account Coordinator Team Manager. No Direct Reports.

What We Love About You:

You put restaurants first. You deeply understand the importance of local restaurants and put them at the center of everything you do. You aim to help them not only survive but thrive.

You celebrate diversity. You recognize that diversity and inclusivity matter. You're committed to progress, which means everyone gets the support and resources they need, no matter who they are. You have an ability to listen to other team members' ideas and can thrive in an environment that embraces individuality. Everyone's voice counts.

You raise your hand. You consistently go above and beyond what is asked of you. You help your peers accomplish their tasks while also excelling at accomplishing your own. When you have a smart idea, you raise your hand and share it.

You keep reaching. You set clear ambitious goals. You don't allow yourself to become complacent with where you're at and what you've done, so you seek out new opportunities and challenges.

What Success Looks Like:

Within 30 days, You'll:

  • Complete your ChowNow new hire onboarding (Ramp Camp) and learn the ins and outs of ChowNow and our product
  • Shadow each department for an in depth look into how each team plays their part
  • Complete an extensive and in depth Account Coordinator training lead by your manager, various departments, and members of the Onboarding team
  • Complete an extensive and in depth Apps Onboarding training lead by your manager, as well as members of the team who have worked closely with our Mobile Apps product
  • Receive your first 10-15 onboarding accounts
  • Receive 1:1 coaching from your manager while they shadow your first accounts

Within 60 days, You'll:

  • Onboard and manage a queue of around 35 accounts
  • Complete client phone calls and emails without manager review or shadowing
  • Launch 25 accounts and upsell 2-5 add-ons per month

Within 90 days, You'll:

  • Onboard and manage a queue of up to 50+ accounts (combination of Direct + Apps, as well as just Apps)
  • Launch around 40 accounts (combination of Direct + Apps) and upsell 5-10 add-ons per month
  • Be able to prevent pre-live churn through support, training, and expectation setting and re-setting
  • Earn a minimum Quality Assurance score of 90%

You Should Apply If:

  • You have 2+ years of experience in implementation and/or onboarding in a SaaS (Software as a Service) environment
  • You have worked with SalesForce or similar systems
  • You have a proven track record of multi-tasking, project management, and client servicing skills
  • You are extremely detail oriented, open to feedback, and thrive in a team environment
  • You enjoy working with a high number of different clients and personalities at once, juggling various responsibilities, while also producing quality experiences
  • You are genuinely interested in growing your career in a fast paced, goal oriented, client facing position
  • You are able to hold yourself accountable to your personal goals, while maintaining a work hard, professional, and positive outlook

About Our Benefits:

  • Expected Hourly rate: $ $31.00 with an ability to earn a bonus
  • Ongoing training and growth opportunities.
  • A "Best Place to Work" winner multiple times where we focus on creating a great employee experience.
  • Rock solid medical, dental, and vision plans.
  • Mental Health Coverage - we offer several programs to support your mental health and wellness goals.
  • 3 weeks paid vacation; paid holidays; we expect you to work hard, but still enjoy your personal life
  • 7 weeks of baby bonding time for all new parents (within the first year of birth or adoption), 8 Weeks of Paid Pregnancy Leave.
  • 401(k) Matching
  • Employer-contributing student loan assistance program or continuing education reimbursement program
  • Commuter benefits (including Uber Pool).
  • Employee Stock Incentive Plan.
  • Pet insurance for your fur babies
  • Quarterly Industry Events (Women, LGBTQIA+, Diversity, Inclusion).
  • Consistent & fair leadership: we'll share info, set clear goals, show you respect, and treat everyone fairly.
  • Enough freedom to spread your wings while still holding you accountable.
  • Fully stocked kitchen and cold brew on tap