Account Manager

About kea

Launched in 2018, kea is one of the fastest-growing companies changing the way restaurants operate. We've raised $29 million from Tier 1 Silicon Valley investors, and we're not stopping there. Originating in Mountain View, California, and now fully remote, we are building a team that is excited about our mission: drive the world’s commerce by empowering restaurants to operate more intelligently and own their relationship with customers. The first product in our platform, kea Voice, takes orders over the phone at a high level of efficiency and consistency so that restaurants can focus on making delicious food. That's a win-win!

Our Commitment as a team

At kea, we live our values--we are committed to innovation while moving as one unit at high velocity. We are compassionate and care for others. We are open and transparent. We play to win the long game. As you review the below keep Our Commitment in mind. Your uniqueness is valued and differences of opinion, background, and ability are welcomed. If you think you satisfy even just a few of the below points, please apply!

About the role

kea is looking for an Account Manager who will be a constant connection between our cherished Customers and our company. As the client's internal advocate, you'd be entrusted with ensuring our clients are wildly successful with our solution. You are accomplished in building strong relationships, managing through change, passionate about technology, concise, present well, and borderline obsessed with customer satisfaction.

You’ll be responsible for re-enforcing the various benefits of our voice ordering solution to a number of stakeholders ranging from Cashiers to Corporate executives who make purchasing decisions and have the ability to solve various problems on the fly. We have been able to land and expand our product offering within restaurant chains in many ways, and we want you to help build a repeatable process alongside our sales and accounts team. This role wears many hats but is primarily focused on the retention of current accounts and new growth from within our customer base.

What your day-to-day looks like

• Engage and build relationships with restaurant Operators who are leveraging our voice-ordering solution. This could range from periodic virtual check-ins to visiting clients old and new and attending trade shows where our customers will be.
• Manage a portfolio of 50+ customers, to develop a trusted-advisor relationship with partners and executive sponsors to drive product adoption and ensure clients are leveraging the solution to achieve their business goals.
• Be the internal customer champion by advocating for the prioritization of needed product enhancements, and manage customer expectations accordingly
• Maintain overall customer health metrics including NPS and CSAT surveys, Year-over-year sales, order error monitoring, customer feedback, etc.
• Proactively address discovered issues and act as the main point of contact for escalations
• Conduct Executive Business Reviews (EBRs) to demonstrate Return on investment through kea’s Voice AI products, promote adoption, deepen engagement, and highlight progress toward the customer's business priorities.
• Help troubleshoot by identifying potential issues and liaising effectively towards a resolution with various internal teams including Customer Success, Operations, Engineering, and Product.
• Collaborate closely with Customer decision makers including IT, Marketing, and Operations to identify and drive key goals both for kea and the customer
• Provide effective consultation based on client needs by identifying performance improvement opportunities, and sharing insights and advice for optimizing platform utilization.

 What sets you up for success

• 4+ years of Account Management experience at a B2B startup or SaaS company, working with mid-market and enterprise customers
• Tech-savvy. Understanding the basics of software being utilized and being able to demonstrate that in a way that IT, Ops, and C-Suite can understand
• End-to-end experience with onboarding, implementation, and account management post-deployment
• Ability to create organized presentations and communicate reports to clients effectively
• Strong sense of numbers and proficiency in building reports in Excel and/or Google Sheets
• Proficiency in writing content that seamlessly gets the client to understand and execute on next steps
• You enjoy helping to define objections and coming up with honest and creative solutions to meet customers' needs
• Ability to work efficiently across different functions, internally and externally
• Nice-to-have: experience working with BI tools, telephone providers, and/or OLO clients
• Nice-to-have: experience working with Restaurant Operators or similar. Strong understanding of how restaurant operators think, the challenges they have right now, and where the industry is headed

What we offer:

• Generous stock option plan
• 100% employer-paid medical and mental health care benefits
• Vision and dental benefits
• Unlimited PTO
• Remote work (US-based)
• 401K
• Ownership, responsibility, and empowerment in what you do
• Incredible teammates and a caring workplace culture