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[Remote] Restaurant Success Manager, Onboarding (Remote - US)
Note: The job is a remote job and is open to candidates in USA. Yelp is dedicated to connecting local restaurants with their communities, and they are seeking an Onboarding Restaurant Success Manager to enhance the onboarding experience for new restaurant partners. In this role, you will guide clients through the implementation of Yelp's product suite, ensuring they achieve their business goals and long-term retention.
Responsibilities
- Welcome new customers and lead them through a smooth implementation process from day one
- Manage a pipeline of new accounts over a 60-day onboarding period, focusing on product usage, feature training, and delivering early "wins."
- Maintain engagement through the first 3 months of the customer lifecycle to ensure they are set up for long-term success and growth
- Work with a diverse range of stakeholders—from small business owners and General Managers to Hosts and Webmasters
- Consult with owners on social media and in-restaurant marketing strategies to increase diner awareness and traffic via the Yelp platform
- Partner closely with our Sales and Product teams to ensure a smooth handoff for new customers and provide feedback on the user experience
Skills
- 2+ years of experience in Customer Success, Account Management, or SaaS Sales (experience in the restaurant/hospitality industry is a major plus)
- Bachelor's degree preferred, or equivalent professional experience
- Comfortable learning new software quickly; experience with CRM tools (like Salesforce) is highly preferred
- Proven track record of hitting targets/KPIs in a performance-driven environment
- Ability to present complex technical information in a way that is easy for non-technical business owners to understand
- Ability to effectively prioritize tasks and manage a high-volume pipeline within a fast-paced environment
- Excellent customer service skills with the ability to understand a business's unique 'pain points' and provide tailored solutions
- Ability to overcome objections, handle difficult conversations, and effectively 're-sell' the value of our products during the onboarding phase
- A 'get stuff done' attitude with a bias toward action and proactive problem-solving
- Outstanding written and verbal communication skills coupled with deep empathy for the challenges of the hospitality industry
- You thrive in a high-growth environment and view change as an opportunity rather than a hurdle
- Bachelor's degree preferred, or equivalent professional experience
- Experience with CRM tools (like Salesforce) is highly preferred
Benefits
- Full medical, vision, and dental coverage
- Mental health support and services via Modern Health
- 15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter)
- 7 paid wellness days
- 12 paid holidays
- One floating holiday
- Up to 14 weeks of parental leave
- Monthly wellness subsidy
- Flexible spending account
- 401(k) retirement savings plan
- Employee stock purchase plan
- Professional development reimbursement
- Work from home reimbursement
Company Overview
