Are you passionate about food and helping independent restaurants thrive? We are looking for a highly motivated, results-driven and energetic leader who will pioneer customer success at ChowNow and engineer the formula for increasing performance of our restaurant partners.
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 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 our Restaurant Success Manager you’ll be the primary contact for valued restaurant partners, a high-impact role for the business and an integral part of the client experience at ChowNow. This position is responsible for nurturing restaurants throughout their first 90 days after launch, then continuing to act as a specialized marketing consultant and account manager, offering white-glove service. You will be expected to recognize client health indicators and high-value action adoption opportunities in order to constantly increase client performance, monthly recurring revenue and decrease churn. 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 and account optimization tactics.
This is a client-facing position that relies heavily on time management skills to allow for complete ownership of the client life cycle. You will be coached on and then responsible for managing your daily workflow and creating a balance between answering inbound client requests and creating outbound opportunities for client consultations - and the adoption of high-value actions. You’ll be measured on client engagement, high value actions, client retention and overall GFS/health of your portfolio.
Further responsibilities will include setting and maintaining personal monthly/weekly goals for client health and high-value action adoption, setting and meeting expectations with clients, following up on client account performance, sharing client success stories/case studies, and providing feedback and optimization recommendations on internal processes.
This is a hybrid position working out of our Culver City Headquarters 2 days a week and reports to the Restaurant Success 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 1 month you’ll:
- Learn the ins and outs of ChowNow’s marketing offerings, promotional recommendations, high-value action opportunity and client health indicators, and response techniques for objections and potential account cancellations.
- Master your Salesforce dashboard and gain insights on client opportunity indicators for proactive outreach
- Take on an initial client portfolio of accounts to begin nurturing these relationships using the insight and knowledge about your role that you’ve gained in the training process.
Within 3 months you’ll:
- Be responsible for nurturing a full portfolio of clients and be able to resell the value of ChowNow throughout the client’s lifecycle.
- Proactively engage your client portfolio and drive high-value action adoption through client outreach and inbound opportunities.
- Set monthly and weekly high-value actions and engagement goals and strategize your client outreach to meet these goals.
- Be fully ramped on portfolio optimization quota and maintain a month over month engagement quota of your client brands.
Within 6 months you’ll:
- Be a pro at resolving client issues, and be able to turn a threat to terminate into an extended subscription.
- Create rapport and tailor your relationship with each client based on a fundamental understanding of our product offerings and account opportunities, paired with your knowledge and insight into each client’s business.
- Turn any client request or consultation into a larger value-add.
- 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.
- Independently own the structure of your daily workflow to prioritize client inbounds and consultative outbounds to ensure client health, upsell goals and client performance growth goals are met.
You Should Apply If:
- You have at least 2 years of experience in client relations
- You have experience in account management, sales, and marketing.
- You’re independent, organized, and flexible to change and new processes.
- You are proficient within Salesforce.
- You have a can-do attitude and the desire to go above and beyond in client interactions to positively impact performance numbers, suggest appropriate opportunities, and represent the ChowNow brand.
- You are results driven, have strong attention to detail, and are organized.
About Our Benefits:
- Expected base salary: $70,000 with the ability to earn a monthly 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
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties and skills required.
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.
Read
here about your California privacy rights.
#Li-Hybrid
