Resy Restaurant Success Manager

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With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

The U.S. Consumer Services Team is responsible for our suite of consumer products, services, and experiences in the U.S., including our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Global Travel & Lifestyle Services, the Centurion Lounge network, our Global Dining and Resy businesses, and best-in-class marketing programs across customer, prospect, and partner channels. The USCS team is focused on making membership an indisputable competitive advantage and helping each other become better leaders every day.

Resy is the American Express global dining platform and sits within the USCS organization. Our mission is to connect the world's best restaurants with the world's best customers through a trusted and innovative` global SaaS platform, built on the promise of access and unforgettable experiences.

Resy's SaaS platform offers a wide range of features and functionality, managing reservations and tables, and tracking guest and restaurant data to help restaurants deliver the best hospitality to diners. Diners can discover the amazing world of restaurants thanks to our content-rich website and innovative mobile app. Our diners and Card Members are insiders, and we love having them at the table.

ABOUT THE ROLE :

Resy is looking to add a Customer Success Manager to the Restaurant Success team. The primary function of the CSM role is to empower and advise the high-touch segment of our restaurant base. The goal is to drive tangible business outcomes using our table management platform. Having a deep knowledge and understanding of the restaurant and hospitality industry is a critical skill for this position.

The CSM book of business is focused on 1:1 relationships with high-value customers in priority markets. Fostering relationships with key restaurant partners in these cities is critical to the growth and success of the market. CSMs will take a proactive outreach approach to strengthen these relationships, drive product adoption & engagement, advocacy, and become a trusted advisor.

CSMs leverage data insights to nurture advocacy and produce thought leadership in guiding the strategy & tactics paramount to the restaurant's success. The CSM works closely with stakeholders across the organization to drive value for our restaurant partners and for the business. This role requires collaboration with Restaurant Support, Restaurant Implementation, Sales, Product & Engineering, Data, Global Dining Access, and the Restaurant Accounts teams.

Candidates should reside in Atlanta, GA, and expect to be partner-facing.

WHAT YOU'LL DO :

• Identify restaurant operator expectations, values, and desired outcomes, and create manageable success plans with the partner
• Execute proactive and predictive account management
• Be a restaurant-facing trusted advisor
• Nurture advocacy with our restaurant partners and drive value-add opportunities to their business
• Maintain deep product knowledge and use-cases, including familiarity with the product roadmap and release schedule
• Identify and qualify engagement opportunities: up-sells, cross-sells, programming
• Identify and overcome objections that reinforce a true partnership
• Gain competency with identifying churn risk, facilitating de-escalations, and appropriately managing restaurant departures

WHO YOU ARE :

• Restaurant or Hospitality experience required
• 2+ years in a customer-facing or -experience role
• Excellent written and verbal communications
• Exceptional organization and time-management are critical to this role
• Proficiency with data analysis required
• Experience with Salesforce, MS Office Suite, iOS, Looker, Tableau, Atlassian a huge plus

Resy is committed to Equal Employment Opportunity through attracting and retaining a diverse team of employees and creating an inclusive environment for all. We do not discriminate on basis of race

Qualifications

Salary Range: $60,000.00 to $110,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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