Partner Success Manager, Resy - Miami

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.How will you make an impact?The American Express Global Dining team sits within the USCS organization. Our mission is to connect the world’s best restaurants with the world’s best customers through a trusted and innovative global Software as a Service (SaaS) platforms, built on the promise of access and unforgettable experiences. Our SaaS platforms offer a wide range of features and functionality, managing reservations and tables, and tracking guest and restaurant data to help restaurants deliver the best hospitality to diners. Diners can discover the amazing world of restaurants thanks to our content-rich website and innovative mobile app. Our diners and Card Members are insiders, and we love having them at the table. Resy is looking to add a Partner Success Manager (PSM) to the Partner Success team, responsible for our Miami market. The primary function of the PSM role is to empower and support the high-touch segment of our ResyOS restaurant base via a proactive & targeted engagement model. PSMs will nurture 1:1 relationships with high-value restaurants in priority cities, taking a consultative approach to strengthening the foundation of a long-term partnership, driving product adoption & engagement, developing advocacy, and becoming a trusted advisor. Nurturing the key restaurant partners that we have in these cities is critical to the growth of the market and evolution of the partner relationship with Resy/Amex.

As a PSM, you will develop a deep understanding of discovery, data analysis, advocacy, and thought leadership, which will in turn help guide the strategy & tactics paramount to success for our internal business and for our partner relationships.

You'll get to be a resource to and work with stakeholders across the organization. This position requires close collaboration with Support, Implementation, Sales, Product, Marketing, Data, and Strategic Partnerships Teams.

This position requires candidates to reside in Miami, Florida and expect to be partner-facing.

Role Responsibilities

• Identify restaurant operator expectations, values, and desired outcomes, and create manageable success plans with the partner

• Execute proactive and predictive account management

• Be a restaurant-facing trusted advisor

• Nurture advocacy with our restaurant partners and drive value-add opportunities to their business

• Maintain deep product knowledge and use-cases, including familiarity with the product roadmap and release schedule

• Identify and qualify engagement opportunities: up-sells, cross-sells, programming

• Identify and overcome objections that reinforce a true partnership

• Gain competency with identifying churn risk, facilitating de-escalations, and appropriately managing restaurant departures

Minimum Requirements

• At least 2 years of working in a high-volume restaurant or F&B operation

• 2 years of customer or client facing experience

• You reside in Miami, Florida and can travel in-market as needed

• Excellent written and verbal communications

• Exceptional organization and time-management are critical to this role

Preferred Qualifications

• Proficiency with data analysis strongly preferred (i.e. Looker, Tableau, Excel)

• Previous Resy and/or Tock iOS experience as a former Maitre'D, Host/Hostess, Floor Manager, etc

• Experience with Salesforce, MS Office Suite, iOS, Looker, Tableau, Atlassian a huge plus

Salary Range: $65,500.00 to $102,500.00 annually + bonus + benefitsThe above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site.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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.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.US Job Seekers - Click to view the “Know Your Rights” poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window: eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.

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