The Strategic Account Manager is responsible for driving revenue growth by building and managing mid-market level accounts, long-term client relationships, and developing key business relationships. The role requires a strong focus on new business development and retention, in addition to, up-selling to existing clients and securing contract renewals

About Us:

ChowNow is unique among tech startups in the restaurant space. We power branded online ordering systems for independent restaurants across North America – via websites, Google, Instagram, and through branded iOS and Android apps – and we do it all for a reasonable monthly fee regardless of order volume. We operate this way because of our belief in being fair, sustainable, and equitable with our restaurant partners. And the same goes for our workplace. 

Diversity, teamwork, and mutual respect are among our core company values. And we pride ourselves on giving our teams plenty of opportunities to make their mark. To date we’ve created over 20,000 apps for our restaurant partners – something that’s never been done before in our category. And as we expand to new markets, further spreading the word about the ChowNow difference, those opportunities to create, build, and grow will only increase. If this sounds like the kind of workplace, and the kind of mission, that appeals to you, we’d love to talk. 

Learn more by checking out our reviews on Glassdoor (they’re excellent). Together we can preserve neighborhood flavor, one restaurant at a time.

About the role:

The Strategic / Mid Level Market Restaurant Success Manager is the primary contact for accounts in a high revenue account portfolio. This position is responsible for nurturing all clients throughout their first 90 days after launch, then continuing to act as a specialized marketing consultant and account manager, offering white-glove service to restaurant brands or groups consisting of 10+ locations. You will be expected to recognize client health indicators and upsell opportunities in order to constantly increase client performance, company MRR and increase client retention. You will also be required to complete comprehensive quarterly business reviews with your individual groups/brands. You will answer any inbound cases and respond to all internal chatters/emails within one business day. You will go above and beyond in your client responses to consult on best practices, provide exceptional customer service, and ensure each client’s ongoing success through customized marketing campaigns and quarterly business reviews.

This is a client-facing position that relies heavily on time management skills to allow for complete ownership of the life cycle of 500+ clients. You will be in charge of managing your daily workflow and creating a balance between answering inbound cases and creating outbound opportunities for client consultations and the sale of marketing and add ons. Further responsibilities will include setting and maintaining personal monthly/weekly goals for client health and add on/marketing sales, setting and meeting expectations with clients, following up on client marketing performance, sharing client success stories/case studies, and providing feedback and optimization recommendations on internal processes. And finally, you’ll work closely with RS leadership to relay product needs and feedback to the ChowNow Product team. 

How you’ll stand out as a candidate: Successful candidates will have experience in client services, account management, sales, and marketing. They will be independent, organized, and flexible to change and new processes. They will have a can-do attitude and the desire to go above and beyond in their client interactions to positively impact performance numbers, suggest appropriate upsells, and represent the ChowNow brand.

Within one month, you'll:

• Have shadowed each RSM and Marketing Specialist on a client consultation/day-in-the-life of the position.
• Have learned the ins and outs of ChowNow’s marketing offerings, promotional recommendations, client health indicators, and response techniques for sales objections and potential terminations.
• Have mastered your Salesforce Dashboard and learned how to gain insights on client health and upsell indicators for yesware campaigns.
• Take on a handful of newly-activated accounts to begin nurturing these relationships using the insight and knowledge about your role that you've gained in the training process.

Within three months, you'll:

• Be responsible for nurturing a full portfolio of newly-launched clients and be able to resell the value of ChowNow throughout the client’s lifecycle.
• Proactively set up quarterly business reviews for clients and discuss potential expansion opportunities.
• Set monthly and weekly sales and client health goals and strategize your client outreach to meet these goals.

Within six months, you'll:

• Be a pro at resolving client issues, and be able to turn a threat to terminate into an extended subscription.
• Be able to create rapport and tailor your relationship with each client based on a fundamental understanding of our product offerings and marketing catalog, paired with your knowledge and insight into each client’s business. 
• Be able to turn any marketing purchase request or consultation into a larger upsell, provided that it benefits the client 
• Be able to recognize potential red flags before they occur with the use of your dashboard and help to prevent churn by proactively reaching out to assist lower performing clients.

Within twelve months, you'll:

• Have a full portfolio of 10+ location clients to provide white-glove service to.
• Have established yourself as a marketing expert and trusted consultant with your client base, and developed relationships and rapport with your portfolio.
• Be a master of consultations, upselling, and termination prevention.
• Independently own the structure of your daily workflow to prioritize client inbounds and consultative outbounds to ensure client health and upsell goals are met.

You Should Apply If:

• You have 1-2 years exclusively managing mid-market level accounts
• You have 1-2 years of experience presenting Quarterly Business Reviews to multiple decision makers of mid-market level accounts 
• You are someone who goes above and beyond in your client responses and uses every client interaction as a way to consult on best practices, provide exceptional customer service, and ensure each client’s ongoing success through customized marketing campaigns
• You have excellent organizational and prioritization skills and the ability to demonstrate and handle multiple tasks accurately and efficiently 
• You are flexible and adaptable; demonstrating good judgment and positivity amidst a growing portfolio of clients and cases
• You have top notch communication skills with the ability to communicate at all levels and across the organization on behalf of the needs of your team
• You are a responsive, action-oriented, and innovative problem solver

About Our Benefits:

• Competitive Salary
• 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.
• Commuter benefits (including Uber Pool).
• Employee Stock Incentive Plan.
• Pet insurance for your fur babies
• Quarterly Industry Speakers Series.
• Quarterly Tech Events (Women, LGBTQ, 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.

As one of ChowNow’s core values, “Celebrates Diversity”, we are committed to an inclusive and diverse work environment. ChowNow is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

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