Manager - Customer Success

Job Description

OpenTable , part of Booking Holdings Inc. (NASDAQ: BKNG) , is the world's leading provider of online restaurant reservations, seating more than 28 million diners per month via online reservations across more than 51,000 restaurants. The OpenTable network connects restaurants and diners, helping diners discover and book the perfect table and helping restaurants deliver personalized hospitality to keep guests coming back. The OpenTable service enables diners to see which restaurants have available tables, select a restaurant based on verified diner reviews, menus, and other useful information, and easily book a reservation. In addition to the company's website and mobile apps, OpenTable powers online reservations for nearly 600 partners, including many of the Internet's most popular global and local brands. For restaurants, the OpenTable hospitality solutions enable them to run their reservation book, streamline their operations, and improve their service levels. Since its inception in 1998, OpenTable has seated over 1.9 billion diners around the world. OpenTable is headquartered in San Francisco and has bookable restaurants in more than 20 countries, including Australia, Canada, Germany, Ireland, Japan, Mexico, the Netherlands, Spain, United Kingdom and the United States. Restaurants are available for reservations in Dutch, English, French, German, Italian, Japanese, and Spanish languages.

The Central Queue Client Success Manager will be responsible for the overall success of our customer success team. You will lead a team of about 10 phone-based agents leading all aspects of the ongoing health of our OpenTable restaurant partners. Through targeted outreach the team will drive engagement, increase reservation availability and reduce churn. You will be measured on the efficiency and effectiveness of this outreach. You will also be responsible for regular reporting and evaluation of the team and its efforts.

Your success will depend largely on your ability to evaluate and implement new processes and tools quickly, measure their effectiveness and seek alternative solutions. You must also effectively implement these solutions by getting support from your team and the department. As a leader, your success will also depend on how well you direct, motivate and empower your team.

Key Responsibilities and Duties:

• Lead the overall health of our largest segmentation of customers
• Work with our Data Analytics, Customer Support and field teams to identify and prioritize key indicators of restaurant performance
• Identify and implement an appropriate course of action for each of those indicators
• Create the Customer Success program by defining new or adapting existing processes and resources
• Encourage primacy of proactive outreach
• Work with Customer Support group to evaluate issues and identify an efficient solution
• Set goals and targets for the team and its individual members
• Ensure these goals are met through regular check-ins
• Hire, train and mentor new team members
• Communicate regular status reports of to the group and the greater company
• Instil ownership of individual restaurant success on the team

Experience and skills desired:

• 5-6 years people management
• Consistent record of setting, meeting and evaluating targets
• Understanding of SaaS business models, with a particular focus on implementation and training
• Understanding of delivering solutions and training to customers remotely
• Deep Understanding of restaurant operations with direct restaurant experience highly desirable
• Demonstrated ability to create and run projects
• College degree expected

What’s Next?

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

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 .

As an employee of OpenTable, you will be part of a global network that includes OpenTable and KAYAK's portfolio of metasearch brands including momondo, Cheapflights, Swoodoo, checkfelix and Mundi. Many employees are dedicated to one brand, but we all have the benefit of using each other’s strengths and insights. Together, we’re able to help people experience the world through dining and travel.

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