Dining Experience Manager

3 days ago


Los Angeles, California, United States American Express Full time
Role Overview

The Restaurant Success Manager plays a critical role in empowering high-touch restaurant partners, driving tangible business outcomes using Resy's table management platform. This position requires a deep understanding of the restaurant and hospitality industry, as well as excellent relationship-building skills.

As a Restaurant Success Manager, you will be responsible for fostering relationships with key restaurant partners in priority markets, taking a proactive outreach approach to strengthen these relationships and drive product adoption & engagement, advocacy, and becoming a trusted advisor.

This role requires collaboration with various stakeholders across the organization, including Restaurant Support, Restaurant Implementation, Sales, Product & Engineering, Data, Global Dining Access, and the Restaurant Accounts teams.

Key Responsibilities:
  • Identify restaurant operator expectations, values, and desired outcomes, and create manageable success plans with the partner
  • Execute proactive and predictive account management
  • Be a restaurant-facing trusted advisor
  • Nurture advocacy with our restaurant partners and drive value-add opportunities to their business
  • Maintain deep product knowledge and use-cases, including familiarity with the product roadmap and release schedule
  • Identify and qualify engagement opportunities: up-sells, cross-sells, programming
  • Identify and overcome objections that reinforce a true partnership
  • Gain competency with identifying churn risk, facilitating de-escalations, and appropriately managing restaurant departures

Requirements:
  • Restaurant or Hospitality experience required
  • 2 years in a customer-facing or -experience role
  • Excellent written and verbal communications
  • Exceptional organization and time-management are critical to this role
  • Proficiency with data analysis required
  • Experience with Salesforce, MS Office Suite, iOS, Looker, Tableau, Atlassian a huge plus

$90,000 - $110,000 per year

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