Client Success Manager

## Client Success Manager Apply locations:
Chicago time type:
Full time posted on:
Posted Todayjob requisition :
JR101209
** About Grubhub
** At Grubhub, we believe food is more than just a meal:
It’s a source of discovery, connection, and pure enjoyment. There’s a time and place for every type of dish, from hidden neighborhood gems to tried-and-true favorites, and we exist to connect people with the food they love in all the ways they like to dig in. We’ve been at it since 2004, but now, as part of Wonder, Grubhub is operating with a renewed sense of momentum and the high-velocity energy of a powerhouse startup.

As a leading U.S. ordering and delivery marketplace, we feature over 415,000 merchants in more than 4,000 cities, creating the ultimate food experience by elevating online ordering through innovative restaurant technology, easy-to-use platforms, and an improved delivery experience. We are constantly finding new ways to innovate—from integrated grocery delivery with groceries powered by Instacart to exclusive loyalty programs. Join our team, based out of New York City, Chicago and Denver, and help us give our diners the exceptional value they deserve.
**** About The Opportunity
**** The Client Success team in Grubhub for Business works with SMB and Enterprise organizations who have Grubhub meal programs for their employees. CSMs assist their SMB and Enterprise clients in onboarding, facilitating and growing their corporate meal program which can include individual orders, group orders, catering, and event based services. CSMs are experts on the corporate program, features, and use cases.

They continuously work to identify and complete revenue upsell and cross-sell opportunities through maintaining good client relationships.

Senior CSMs work with the largest Grubhub for Business clients including Fortune 500 companies who have 7 figure annual budgets. As more experienced members of the team, Senior CSMs are responsible to mentor more junior and/or newer team members in addition to managing their personal book of business. Additionally, seniors demonstrate the CSM standard of excellence to the broader team through their behaviors and outcomes.
**** The Impact You Will Make
***** Own a book of business and associated revenue objectives for 50 - 200 clients, which will have varying activity: a portion of the book will be “always-on,” some seasonal, and one-time events.
* Prioritize your book of business, in partnership with the team manager, to ensure a heavy focus on revenue impact from our VIP accounts
* 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
* Execution of client training and other onboarding tasks for Grubhub’s largest corporate clients, ensuring a successful launch and client's ability to independently manage their program
* Monitor client performance, address open issues including order issue triage and in times of client dissatisfaction, de-escalating as needed and forming clear steps to reach resolution
* Lead virtual or in-person client meetings for day to day management of accounts, quarterly business reviews or other meetings 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 upsell values
* Meet KPIs, as designated by team manager, including but not limited to delivering QBRs, logging opportunities and client engagement.
* Own contract renewal process, including contract negotiation to meet Grubhub and client financial objectives
* Maintain expert level 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
* Covers…