What are the responsibilities and job description for the Account Management position at Embakire?
Job Description
Job Description
Description
Save JobSubmit ResumeShare Job
Overview :
As an Account Manager for the Going Out Program at Client , you will be responsible for managing and supporting a portfolio of 50 restaurants that are critical to the success of the program. These restaurants do not have a dedicated account manager but are essential to the program's growth. You will ensure that merchants have a positive experience by helping them address challenges, improve performance, and integrate new technologies. You will act as their point of contact, collecting feedback, troubleshooting issues, and sharing insights with the broader team to improve restaurant success.
Key Responsibilities :
Remote Responsibilities (3-4 days per week) :
Merchant Check-ins :
Schedule and lead monthly check-in meetings with the ~50 unmanaged restaurants, reviewing performance data, collecting feedback, and identifying opportunities for improvement.
Help merchants solve issues related to Going Out or other Client products (e.g., POS integration or tablet issues).
Use Google Suite (including Google Sheets / Excel) to analyze data, create presentations, and summarize findings from merchant check-ins.
Act as the main point of contact for merchants, responding to inquiries, troubleshooting issues, and ensuring a smooth experience.
Build and update a playbook to scale responses to common merchant inquiries or problems, ensuring efficiency in future interactions.
Track and respond to inbound support tickets, helping to scale this ability across the program.
In-Person Responsibilities (1-2 days per week) :
Merchant Visits :
Schedule and conduct in-person visits to merchants to address pain points, provide hands-on support, and introduce new technology (e.g., NFC tiles).
Observe restaurant operations and gather insights into customer interactions with Client technology.
Provide training to restaurant staff on new technologies, ensuring smooth adoption and usage.
Secret shopping to check for compliance, evaluate restaurant operations, and assess the customer experience.
Skills and Qualities We're Looking For :
Friendly and Approachable : Comfortable building relationships with merchants and providing support, even in challenging situations.
Detail-Oriented : Attentive to merchant needs and capable of identifying areas for improvement through observation and analysis.
Fast Learner : Able to quickly understand and adopt new technologies and concepts, providing value to restaurants.
Analytical : Ability to analyze performance data and generate insights that help restaurants improve their operations.
Strong Communication Skills : Proficient in both written and verbal communication to present data, explain complex issues, and provide clear recommendations.
Proficiency in Google Suite : Comfortable with Google Sheets / Excel, presentation creation, and using data to drive decision-making .
Requirements :
Experience working with restaurants or in a customer-facing role.
Comfortable managing a portfolio of clients and maintaining regular communication with each merchant.
Ability to travel to merchant locations 1-2 days per week.
Strong organizational skills to manage a mix of remote and in-person responsibilities effectively.
Example Activities / Day in the Life :
Remote :
Analyze monthly performance data for restaurants in your portfolio and identify trends or areas needing attention.
Schedule and conduct virtual check-ins with restaurant owners or managers, using Google Sheets / Excel to review performance metrics and gather feedback.
Assist merchants with technical issues, such as POS integration, by coordinating with the right teams at Client .
Build and refine playbooks to improve the scaling of support across the Going Out program.
In-Person :
Conduct on-site visits to observe restaurant operations, train staff on new Client tools, and troubleshoot issues with technology.
Secret shop at restaurants to evaluate compliance and customer interactions with technology.
Keep a pulse on the job market with advanced job matching technology.
If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution.
Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right.
Surveys & Data Sets
What is the career path for a Account Management?
Sign up to receive alerts about other jobs on the Account Management career path by checking the boxes next to the positions that interest you.
