Associate Client Success Manager

Client Success Manager

The Client Success team in Corporate Accounts works with SMB and Enterprise organizations who have Grubhub meal programs for their employees. CSMs assist their clients in platform onboarding, then facilitate and grow their corporate meal program which can include individual orders, group orders, catering, and event based services. CSMs are experts on the corporate program and upsell their client accounts through expanding the budget, adding office locations or business segments, and other use cases from what Sales initially sells. They continuously work to identify account growth opportunities through maintaining strong relationships and keeping their clients informed of product changes and promotions.

The Associate level CSM owns upselling on lower spending accounts which have huge upsell potential, as many large organizations begin with a conservative test budget then expand into 6 and 7 figures.

The Impact You Will Make

• Own a book of business and associated revenue objectives for several hundred 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 time and effort are focused on the most impactful areas.
• 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
• Complete initial Corporate product and site training for new clients and retrain admins as needed for contact turnover and expansion. Leverage self-guided training videos to optimize time spent.
• Monitor client performance, address open issues including order issue triage, and in times of client dissatisfaction, work with manager to resolve
• Check in with clients for day to day management using email, virtual meetings and calls
• 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 client meetings, upsell opportunities and client engagement.
• Own contract renewal process, with manager support, including contract negotiation to meet Grubhub and client financial objectives
• Maintain good 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
• Cover and support team members as needed for out of office periods

What You Bring to the Table

• Bachelor's degree preferred
• 1-3 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
• Passion to partner with Sales to optimize the new client journey and lifetime revenue
• Good communication and high attention to detail
• Ability to navigate high-stress situations, with manager support as needed, 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. Experience with Google Suite and Client Success tools (ChurnZero, Gainsight, Salesforce) is a plus
• Comfort learning to collaborate with others, open to and willing to quickly implement feedback and learnings from teammates
• Open to rapid change and ability to thrive in a fast paced environment
• Some travel may be required

Our hybrid model requires 3 days a week in the office. That said, many team members choose to come in more often to take advantage of in-person collaboration and connection. You're welcomeand encouragedto be in the office up to 5 days a week if it works for you.

We reward our Sales positions with competitive pay. For this role, we offer uncapped commission with a base salary range as outlined below.

Illinois: $54,400 - $68,000 ($64,000 - $80,000 OTE range)

Wonder uses geographic-specific salary structures, which means the salary offered may vary depending on where the job is located. The final salary offer will take into account various factors, such as the candidate's skills, education, training, credentials, and experience.

The benefits applicable to this role include a competitive compensation package with equity and a 401(k). We also offer a choice of medical, dental, and vision plans, company paid short and long term disability coverage, paid time off including flexible time off for exempt employees, paid vacation for non-exempt employees, and paid sick leave in compliance with applicable law in addition to paid parental leave, discounted meals and exclusive perks across the Wonder family of brands.

Eligibility, effective dates, and available plan options vary by employment classification and location. To learn more about benefits for this role, visit our Careers page here.

At Wonder, we build the best teams by hiring with an objective lens evaluating people for their potential while championing diversity, equity, and inclusion. We do not discriminate based on race, color, religion, gender identity or expression, sexual orientation, national origin, age, military service eligibility, veteran status, marital status, disability, or any other protected class. As part of our commitment to fair and compliant hiring practices, Wonder participates in the federal government's E-Verify program to confirm employment eligibility. If you need an accommodation during the interview process, please let your recruiter know.