Manager, Caterer Support and Account Management
ezCater is the #1 online - and the only nationwide - marketplace for business catering in the U.S. (a $21 billion market). Our 850K+ on-time ratings and reviews, our 51K+ caterers and restaurants, and our 5-star customer service make it superbly easy for business people to find and order great food for their meetings. We’re backed by Insight Venture Partners and Iconiq Capital, we’re on a path to $1B in 2019, and we’ll get there - even more surely if you come help us.
There are 50,000+ caterers in the ezCater marketplace, and each piece of that puzzle is a vital asset to our growth as a company. Caterer support and account management are the central nervous system of our network, and in 2017, we’re investing in these functions in a big way. We’re looking for a seasoned account management leader to own caterer satisfaction and retention; as this key hire, you will ensure that each and every ezCater partner is positioned for ultimate success through our platform.
You have:
- 6+ years in a customer-facing role.
- 1+ years managing a retention or renewal-based account management function.
- Exemplary written and verbal skills (you’ll be in constant communication with business partners and direct reports).
- A passion for building and maintaining relationships (you and your team will troubleshoot issues/concerns and upsell ezCater's rewards programs).
- Experience developing processes that significantly impact customers, partners, and internal stakeholders.
- Experience or familiarity with the catering or restaurant industry.
- The ability to stay calm, collected, and organized -- even while shifting gears.
- A service-with-a-smile attitude.
You will:
- Develop and lead ezCater’s Caterer Support and Account Management teams (our primary points of contact for all caterer partners).
- Establish relationships with a pre-assigned group of caterers, and offer insanely helpful guidance and direction.
- Proactively assess, clarify, and validate caterers’ needs on an ongoing basis.
- Handle all caterer inquiries and concerns (resolving what you can/escalating when necessary).
- Manage and generate monthly reports for high-volume caterer partners.
- Forecast and track key account metrics.
- Sell partners on the added value of ezCater’s programs and services (this includes our Preferred Caterer and ezRewards programs).
- Identify trends, make suggestions, and provide feedback to executive management.
Here’s what you’ll get from us: Cash, stock options that you’ll help make worth a lot, sane working hours, the usual holidays, all-you-can-eat vacation, 401K, health/dental/FSA, long-term disability insurance, subsidized T-passes, partial gym membership reimbursement, a great office smack-dab in Boston’s Downtown Crossing, a tremendous amount of responsibility and autonomy, wicked awesome co-workers, cupcakes (and many more goodies), and knowing that you helped get this rocket ship to the moon.
ezCater is an equal opportunity employer. We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. At the same time, we do not employ jerks, even brilliant ones.