About The Opportunity
We’re all about connecting hungry diners with our network of over 300,000 restaurants nationwide. Innovative technology, user-friendly platforms and streamlined delivery capabilities set us apart and make us an industry leader in the world of online food ordering. When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process!
Why Work For Us
Grubhub is a place where authentically fun culture meets innovation and teamwork. We believe in empowering people and opening doors for new opportunities. If you’re looking for a place that values strong relationships, embraces diverse ideas–all while having fun together–Grubhub is the place for you!
The Client Success team in Corporate Accounts works with organizations that have Grubhub meal programs for their employees. Client Success Managers (CSMs) assist their clients in platform onboarding, and then facilitate and grow their corporate meal programs, which can include individual orders, group orders, catering, and event-based services. CSMs are experts on Grubhub’s corporate program and upsell their client accounts through expanding budgets, adding additional users, offices, or business segments, and expanding into new use cases beyond what Sales initially sells. They continuously work to identify account growth opportunities by maintaining strong relationships and keeping their clients informed of product changes and promotions.
An Associate CSM will own a portfolio of long-tail customers that have huge upsell potential, as many organizations begin with a conservative test budget that can be expanded significantly to meet additional food program needs.
The Impact You Will Make:
- Own a book of business and associated revenue objectives across a portfolio of hundreds of clients that will have varying activity: some customers are “always-on,” while some are seasonal or only do one-time events
- Prioritize your book of business, with support from the team manager and senior team members, to focus on the most impactful areas
- Identify revenue upsell and cross-sell opportunities through maintaining good client relationships, doing frequent discovery and alerting clients to promotions and special offers
- Partner with the sales team to ensure the successful onboarding of new business, engaging with customer stakeholders to quickly understand their goals to set up the account for success over time
- Complete initial Corporate product and site training for new clients and retrain admins as needed for contact turnover and expansion. Leverage self-guided training videos to optimize time spent
- Monitor client performance, address open issues including order issue triage, and in times of client dissatisfaction, work with manager to address concerns
- Check-in with clients for day-to-day management, primarily through email automation tooling, with some virtual meetings and calls as needed
- Log activities in Salesforce, including attaching email communication, submitting opportunities, and flagging risk scenarios via risk cases. Keep opportunities up-to-date with accurate data and values
- Meet KPIs, as designated by team manager, including but not limited to client meetings, logging opportunities and client engagement
- Own contract renewal process, with manager support, including contract negotiation to meet Grubhub and client financial objectives
- Maintain good product knowledge of existing and new features and functionality
- Liaise with other departments such as Marketing, Operations, Product, Finance, Revenue Ops, and others to determine the best solution to client needs, communicate feedback and relay trends
- Cover for and support team members as-needed for out-of-office periods
What You Bring to the Table:
- Bachelor's degree preferred
- 1+ years of experience in a B2B Account Management, Sales, or Client Success role
- Experience upselling or cross-selling new and existing business to achieve a quota or growth metric
- Ability to analyze trends, data, and patterns to identify opportunities within your book of business
- Passion to partner with Sales to optimize the new client journey and lifetime revenue
- Good communication skills and high attention to detail
- Comfort navigating high-stress situations, with manager support as needed, to de-escalate and resolve client complaints
- Ability to effectively work with cross-functional internal teams
- Technical competence and an aptitude for learning new systems. Experience with Google Suite and Client Success tools (ChurnZero, Gainsight, Salesforce) is a plus
- Comfort learning to collaborate with others, open to and willing to quickly implement feedback and learnings from teammates
- Open to rapid change and ability to thrive in a fast paced environment
- Some travel may be required