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WHO WE ARE:
Resy is the American Express global dining platform. Our mission is to power the world’s best restaurants, using technology to imagine the future of hospitality. We serve 6,000 restaurants globally.
Resy is the American Express global dining platform. Our mission is to power the world’s best restaurants, using technology to imagine the future of hospitality. We serve 6,000 restaurants globally.
Our customers discover the amazing world of restaurants thanks to our content-rich website and innovative mobile app. Our diners are insiders, and we love having them at the table.
We’re hiring, too. Interested in joining our team of restaurant-obsessed explorers? Right this way.
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 medium-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.
This posting is a for a remote United States position. Candidates may be located in any of the contiguous United States, although residence in Los Angeles a plus.
WHAT YOU’LL DO:
Identify restaurant operator expectations, values, and desired outcomes, and create manageable Success Plans with the customer
Execute Proactive and Predictive account management
Be a restaurant-facing trusted advisor
Nurture advocacy with our restaurant partners
Deepen product knowledge and use-cases, including familiarity with the product roadmap and schedule
Identify and qualify engagement opportunities: Up-sells, Cross-sells
Identify and overcome objections
Gain competency with churn de-escalation and appropriately manage 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 (i.e. Looker, Tableau, Excel)
Experience with Salesforce, MS Office Suite, iOS, 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 the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status,veteran status, or disability status.
Currently, the Company requires that colleagues, effective March 1, must have received a booster shot against COVID-19 in order to work in or visit any of our US offices, subject to legally required accommodations. If the role you are applying for is designated as hybrid or onsite, you will be required to visit our offices.”
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.
If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e. 2 doses for Moderna/Pfizer and 1 dose for J&J), in order to work in or visit any of our offices. This requirement is subject to legally required accommodations.
US Job Seekers/Employees – Click here to view the “EEO is the Law” poster and supplement and the Pay Transparency Policy Statement.
If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.
