New Business Account Manager

2 weeks ago

NewcastleMaitland, Australia Foodhub Full time

New Lambton, Australia | Posted on 07/10/2024

Foodhub currently has 30,000+ restaurant, takeaway, stadia, hotel and bar clients in the UK, Ireland, USA, Canada, Nigeria, Grenada and ANZ. Today, Foodhub powers the technology behind many different QSR's, stadia and venue, online order, delivery and POS businesses, giving them a multi-solution tech stack to drive their business forward and open new revenue streams.

From the moment a consumer is thinking of placing an order, to the time the order arrives at their door and a review is posted to social media, Foodhub has solutions to drive the consumer experience, whilst adding extra value via our ecosystem of partners. The Foodhub Tech Stack is extensive: from Web and Mobile Ordering to 3rd Party Order Aggregation, Dispatch and Self-Delivery, complete Hardware/Software POS systems, extensive array of POS integrations, On-Premise Kiosks, QR Code Ordering and Payment, Table-side Mobile Order/Receipt Printers, plus an extensive product and development team to support all of this.

Job Description

Reporting to the General Manager, you will be responsible for the on-boarding of brand new clients and working with those clients for their first 3 months with Foodhub and servicing existing clients through inbound calls, setting them up for success on our platform.

Requirements
  • Monitor and oversee all aspects of the account /restaurant on-boarding pipeline and identify processing gaps and delays, to ensure the on-boarding journey is timely and our clients are fully supported throughout
  • Utilise, manage, and update various client and on-boarding databases to ensure data is up to date and accurately depicts current pipeline activity.
  • Contact restaurants prior, during, and post on-boarding to build brand rapport and assist with any queries to ensure clients are fully comfortable and satisfied with our processes and systems so they will have the best chance of success on our platform.
  • Facilitate and assist in the collection and entry of data such as menus, operational details, forms, and reports required for new account set up.
  • Assist with on-boarding related administration, reporting, and process implementation for our restaurant partners.
  • Monitor hardware dispatch to restaurants, along with installation time frames, to ensure this on-boarding stage is operating in a timely and efficient manner, flagging issues or delays to management where necessary.
  • Arrange various on-boarding functions as needed, such as POS and menu integration for new restaurant sites and coordinating CRM requirements.
  • Coordinate and/or assist with appropriate technical training and support for clients, when required, as part on the on-boarding process.
  • Liaise and collaborate with local, global, and cross-functional department teams to assist in conducting and improving both the client on-boarding and sales experience, in conjunction with exercising appropriate levels of escalation to appropriate teams as directed by the Employer.
  • Provide courteous and professional service to customers via phone, email, or other forms of chat.
  • Respond to incoming customer calls promptly and professionally.
  • Address both inbound and outbound customer concerns, complaints, and inquiries effectively and on time, ensuring thorough follow-ups.
  • Troubleshoot customer issues effectively, offering solutions or escalating to appropriate departments as needed
  • Coordinate and/or assist with appropriate technical training and support for clients, when required, pertaining to both new and older products.

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