The Restaurant Services Manager oversees the relationship with restaurant customers once they have joined the OpenTable network. You will be part of the local sales team at the forefront of connecting with local restaurants and ensuring customer success as they begin using the OpenTable platform. From new customer product launches to training and education to leverage OpenTable software and online marketing exposure, keeping our restaurant clients delighted is key to this role.

Reporting to the District Manager the Restaurant Services Manager will be responsible for the restaurant customer lifecycle with OpenTable. It begins with customizing and installing the OpenTable system followed by extensive training of restaurant staff. S/he is charged with maximizing customer satisfaction and driving deep utilization of OpenTable services and maintaining a high customer retention rate.   S/he will encourage restaurants to increase their Internet inventory, participate fully in OpenTable promotions, utilize the marketing tools in the OpenTable system and refer diners to the OpenTable web site. The Restaurant Services Manager will also gather feedback from restaurants to drive feature and functionality requirements for product upgrades. This role requires up to 50% travel across your designated city. It also requires flexibility in regards to working hours (Mon-Fri).

Comprehensive training will be provided.

RESPONSIBILITIES

• Perform all services for the installation of the OpenTable system at the restaurant including customizing the product according to the individual needs of the restaurant
• Provide initial and follow-up training to restaurant staff on the use of the OpenTable system and assist restaurant management with the configuration of the OpenTable system to optimize reservation flow
• Complete detailed report templates on the installation for Technical Support staff at OpenTable
• Work to place OpenTable reservation links on customer restaurant web sites
• Act as an advocate for restaurant customers, resolving cross-functional issues
• Act as the high-level point of escalation for restaurant customer concerns
• Work with the Marketing team to help design and execute restaurant specific marketing programs and drive participation in promotional programs
• Gather product features requests and work with the product organization to prioritize
• Manage restaurant retention rate; aid in the re-signing of customers with expired contracts

ABOUT YOU

The right candidate will have good technical skills and excellent communication skills. S/he will be a good listener, capable of understanding client issues and translating them into an appropriate solution.  S/he will be an influencer and will have robust training skills in order to educate the client on OpenTable products and services.  They will also have the following:

• Account management or equivalent experience in a restaurant/hospitality environment; demonstrated customer service skills
• Deep expertise in restaurant operations and management experience working in the city restaurant market.
• Proven ability to work across many departments to solve problems and achieve results
• Confident in the delivery of training and speaking in front of groups
• Excellent organizational and planning skills: task prioritization, effective time management
• Strong writing, presentation and communication skills
• Analytical skills to make and support business decisions
• Knowledge of Microsoft Windows, Office, internet, basic web design or html is a plus
• Valid driving license and transportation (all business related travel expenses reimbursed)
• Comfortable working in an unstructured and entrepreneurial environment
• College degree preferred

ABOUT THE TEAM

OpenTable’s global Sales and Restaurant Relations teams are dedicated to maximizing restaurants’ revenue potential by utilizing best in brand front-of-house management and online reservation technology.  We are dedicated to helping our customers get the most out of our products, and we’re looking for strategic-minded, action-oriented, and results-driven customer advocates to join us. You will be part of a team of smart, passionate, and enthusiastic individuals who are intent on ensuring our restaurant customers’ success and our dining customers’ enjoyment.

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