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Onboarding Success Manager, Yelp Restaurants (Mandarin Language)

Company: Yelp
Location: Phoenix
Posted on: September 15, 2019

Job Description:

Love to dine out? Love to plan two weeks out or 20 minutes until go time? Yelp Reservations and Yelp Waitlist's mission is to connect billions of diners with millions of restaurants worldwide.
Onboarding Success Managers are committed to providing exceptional customer service with the goal of retaining and growing our client base - but, above all else, provide stellar customer service. As an Onboarding Success Manager you will be responsible for onboarding our customers, addressing their specific needs and helping them make the most of our software. You'll efficiently manage and respond to a variety of questions and issues that may require troubleshooting, researching or collaborating with the team while you listen and reassure our clients.What You'll Do:

  • Welcome new customers and help them make a seamless transition to our product
  • Work with different levels of stakeholders -- Owners, GMs, Hosts, Webmasters
  • Consult with customers to quickly diagnose and resolve their software or configuration questions
  • Help owners with social media and in-restaurant marketing to increase diner awareness and cover count
  • Gather, synthesize and prioritize customer feedback to share with the product team
  • Work closely with the sales team to provide pre-sale technical help and to ensure a smooth handoff for new customers
  • Monitor customer usage and satisfaction during the first 60 days

    What You'll Need:

    • Strong analytical skills and ability to research, analyze issues with a sense of urgency
    • Excellent verbal and written communication skills
    • Detail-oriented, organized and comfortable with multitasking
    • Ability to work collaboratively within the department and cross-functionally across the organization
    • Ability to adapt in a fast-paced, high-growth environment
    • Growth mindset with strong self-motivation and desire to learn
    • Familiarity with Salesforce or similar CRM system
    • Experience in restaurants, hospitality, customer success, or support is a plus


      • Bachelor's Degree or 2+ years of B2B or restaurant experience
      • Excellent communication skills - no fear of the phone
      • Ability to effectively prioritize tasks and manage time within a fast-paced environment

        What's in it for you?

        • Full medical, vision, and dental coverage
        • FSA & HSA Options
        • Employee Stock Purchase Plan
        • Regular Team and Department Offsites
        • Monthly gym subsidy, carpool, and bike-to-work subsidies
        • Employee 401k Program with employer match
        • 15 days PTO and 11 paid holidays
        • 8 weeks paid parental leave
        • Onsite cafe with baristas and unlimited vegan burritos!

          At Yelp, we believe that diversity is an expression of all the unique characteristics that make us human: race, age, sexual orientation, gender identity, religion, disability, and education - and those are just a few. We recognize that diverse backgrounds and perspectives strengthen our teams and our product. The foundation of our diversity efforts are closely tied to our core values, which include "Playing Well With Others" and "Authenticity."
          We're proud to be an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability.
          We are committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, you may contact us at or 415-969-8488.
          Note: Yelp does not accept agency resumes. Please do not forward resumes to any recruiting alias or employee. Yelp is not responsible for any fees related to unsolicited resumes.

Keywords: Yelp, Phoenix , Onboarding Success Manager, Yelp Restaurants (Mandarin Language), Executive , Phoenix, Arizona

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