Associate, Client Success Manager

GrubHub - Chicago, IL

Full-time - Entry Level

Chicago, IL

Food Services and Drinking Places

About the position

As an Associate Client Success Manager at Grubhub, you will play a pivotal role in connecting our extensive network of over 300,000 restaurants with hungry diners across the nation. Our innovative technology and user-friendly platforms set us apart in the online food ordering industry. In this position, you will be part of a dynamic team that is dedicated to enhancing the client experience and driving the success of corporate meal programs. You will assist clients in onboarding to our platform and facilitate the growth of their meal programs, which may include individual orders, group orders, catering, and event-based services. Your expertise in Grubhub's corporate program will be essential as you work to upsell client accounts by expanding budgets, adding users, and exploring new use cases beyond initial sales. In this role, you will own a portfolio of long-tail customers, many of whom have significant upsell potential. Your responsibilities will include prioritizing your book of business, identifying revenue opportunities, and maintaining strong client relationships. You will partner with the sales team to ensure successful onboarding of new clients, engage with stakeholders to understand their goals, and provide ongoing training and support. Monitoring client performance and addressing any issues will be crucial, as will logging activities in Salesforce to keep opportunities up-to-date. You will also be responsible for managing the contract renewal process and liaising with various departments to ensure client needs are met. The impact you will make is significant, as you will be instrumental in driving revenue growth and enhancing client satisfaction. Your ability to analyze trends and data will help you identify opportunities within your book of business, and your strong communication skills will enable you to effectively navigate high-stress situations. This role requires a passion for client success and a commitment to fostering strong relationships with clients and internal teams alike.

Responsibilities

• Own a book of business and associated revenue objectives across a portfolio of hundreds of clients.
• Prioritize your book of business to focus on the most impactful areas with support from the team manager.
• Identify revenue upsell and cross-sell opportunities through maintaining good client relationships.
• Partner with the sales team to ensure the successful onboarding of new business.
• Complete initial Corporate product and site training for new clients and retrain admins as needed.
• Monitor client performance and address open issues, including order issue triage.
• Check-in with clients for day-to-day management primarily through email automation tooling.
• Log activities in Salesforce, including attaching email communication and submitting opportunities.
• Meet KPIs as designated by the team manager, including client meetings and engagement.
• Own the contract renewal process, including contract negotiation to meet financial objectives.
• Maintain good product knowledge of existing and new features and functionality.
• Liaise with other departments to determine the best solution to client needs.

Requirements

• Bachelor's degree preferred.
• 1+ years of experience in a B2B Account Management, Sales, or Client Success role.
• Experience upselling or cross-selling new and existing business to achieve a quota or growth metric.
• Ability to analyze trends, data, and patterns to identify opportunities within your book of business.
• Good communication skills and high attention to detail.
• Comfort navigating high-stress situations to de-escalate and resolve client complaints.
• Ability to effectively work with cross-functional internal teams.
• Technical competence and an aptitude for learning new systems.

Nice-to-haves

• Experience with Google Suite and Client Success tools (ChurnZero, Gainsight, Salesforce) is a plus.
• Open to rapid change and ability to thrive in a fast-paced environment.

Benefits

• Generous PTO policy for employees to recharge.
• Excellent medical, dental, and vision benefits.
• 401k matching program.
• Employee network groups and paid parental leave.
• Compensation package with eligibility for generous incentives, bonuses, commission, or RSUs.
• Weekly Grubhub credit for free meals to support local restaurants.
• Paid time off each year to support community causes through the Grubhub Community Fund.