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Account Manager

TheFork AU - Sydney, NSW

Source: uWorkin

Source: uWorkin


Account Manager, The Fork

We are looking for an Account Manager to join our Sydney based Head Office team, to create long-term, trusting relationships with our customers. The Account Manager’s role is to manage a portfolio of assigned restaurant customers, develop new business from existing clients and actively seek new sales opportunities. In this role, you will liaise with cross-functional internal teams (including Sales, Customer Service, Product Development & Finance departments) to improve the entire customer experience.

Key Objectives

  • Operating as the lead point of contact for any and all matters specific to your accounts
  • Building and maintaining strong, long-lasting customer relationships
  • Overseeing customer account management, including negotiating contracts and agreements to maximize profit
  • Work with clients to perform the setup, training & installation of our Electronic Reservation System in restaurants across Australia
  • Manage the support requirements of your restaurant clients

Key Responsibilities
  • Constant interactions with the restaurants in your portfolio of ~500 assigned customers
  • Quarterly Business Reviews – review previous quarter’s business, discuss future goals and ensure that TheFork is providing maximum value to their business.
  • Optimisation – Assist customers with modifying different aspects of their electronic diary in order to maximize the table inventory available to diners and accordingly maximise revenue for the restaurant
  • Re-training – conducting user training to ensure clients have sufficient knowledge and skill when using their electronic diary
  • Save – respond to requests from clients seeking to terminate with empirical data and prove the value the TheFork Booking Network bring to their business
  • Consult – Act as a “consultant” to your clients and provide them with best practices examples within the restaurant industry in order to help them grow their business, for example: email promotions and confirmations, configuration of table plans & widget placement on their website
  • Perform the setup, training & installation of our Electronic Reservation System in restaurants:
  • Training – conducting user training during and after the diary is installed
  • Customisation – customise our Electronic Reservation System to compliment the client’s existing processes and procedures
  • Follow ups – Revisit with clients to ensure that any teething issues are quickly resolved

Skills & Experience
  • Customer service person with a can-do attitude, self-motivated and driven
  • Knowledge or passion of the restaurant industry, hospitality experience & HTML knowledge is desirable
  • 2 years+ experience in a similar role
  • Comfortable with targeting on monthly KPIs
  • Strong verbal and written communication skills
  • Excellent listening, negotiation and presentation abilities
  • Well organised and able to prioritize many competing tasks
  • Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
  • Knowledge of HTML desirable
  • BA/BS degree in Business Administration, Sales or relevant field
  • Solid experience with CRM software (e.g. Salesforce), MS Office & Google applications