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 is responsible for the restaurant customer lifecycle with OpenTable. It begins with customizing and installing OpenTable followed by extensive training of restaurant staff. S/he is charged with improving customer happiness and driving deep utilization of OpenTable services and maintaining a high customer retention rate. S/he will support 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 website. You 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 software 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 OpenTable assist restaurant management with the configuration 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 contact 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 requests and collaborate with product organization to prioritize
• Lead 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 listening skills. S/he will be a good listener, capable of understanding client issues and translating them into an appropriate solution. You will also 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; validated customer service skills
• Deep expertise in restaurant operations and management experience working in the city restaurant market.
• Validated ability to work across many departments to tackle problems and achieve results
• Confident in the delivery of training and speaking in front of groups
• Excellent social and planning skills: task prioritization, effective time management
• Strong writing, presentation and interpersonal 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)
• Appropriate working in an unstructured and visionary environment
• College degree preferred

About the team

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

This is a full time, exempt position. The role is based in Denver, CO.

OpenTable is proud to be an Equal Employment Opportunity and Affirmative Action Employer M/F/D/V.

If you're passionate about joining the OpenTable team and believe this is the role for you, please apply via our website at www.OpenTable.com/careers.
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