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Restaurant Success Manager

| Greater NYC Area

WHO WE ARE:

Resy is a reservations platform, built and powered by restaurant lovers.

Launched in New York City in 2014, the company is co-founded by Ben Leventhal, co-founder of Eater.com; Michael Montero, co-founder and former CTO of CrowdTwist and current Techstars mentor; and Gary Vaynerchuk, noted social media expert, entrepreneur and investor. Other company leaders have deep experience in restaurants and hospitality, too.

Our mission is to power the world’s best restaurants, using technology to imagine the future of hospitality. With Resy, you’re an insider — and the amazing world of restaurants is just two taps away.

Rated as one of Built In NYC’s “100 Best Places to Work,” Resy is actively hiring in multiple cities. Come join our growing team!

ABOUT THE ROLE:

We are looking for a passionate and motivated Restaurant Success Manager to join our expanding team. The primary focus of the role will be managing relationships with our restaurant partners, and ensuring they are successful on the ResyOS product. You’ll work very closely with our Sales, Implementation, Support and Restaurant Success teams to support successful product engagement, training and operational processes. This position comes with infinite opportunity for professional development and career advancement!

WHAT YOU'LL DO:

  • Manage a portfolio of higher touch restaurant partners across the US.
  • Work collaboratively with Support, Implementation and Restaurant Success teams to ensure a high quality experience for our restaurant partners.
  • Respond to and help resolve any escalations from the Hospitality Coordinators and Support teams as needed.
  • Regularly engage with restaurant operators and stakeholders to ensure optimal use of the Resy software, including assistance with product setup and utilization review.
  • Share successes and failures internally to help our organization learn and evolve.
  • Assess and communicate the health of your portfolio by monitoring and analyzing data trends, product utilization, sentiment, business metrics, customer satisfaction (NPS and CSAT) scores, etc.
  • Engage in restaurant staff trainings and educational seminars through both video conferencing and in person, as appropriate.
  • Work with restaurants to determine reservation strategy and advise on best practices. 
  • Represent the voice of our restaurants internally, to ensure we are focused on and providing the right solutions to our restaurant partners.
  • Regularly document partner communications, sentiments, and success metrics via internal communications and record-keeping.
  • Represent the standards and values that Resy stands for both internally and externally to our partners.

WHO YOU ARE:

  • 4+ years working in restaurant management or 2+ years in post-sales in the restaurant technology space 
  • You have a strong passion for restaurants and the hospitality industry
  • You are empathetic and have the ability to put yourself in the shoes of others
  • Have an interest in working in a fast-paced startup environment
  • You have strong and professional written and verbal communication skills without taking yourself too seriously
  • Strong attention to detail, sense of urgency and willingness to get things done
  • Ability to work collaboratively and cross-functionally to ensure the voice of our partners is heard
  • Exceptional organization and prioritization skills, you have the ability to stay calm under pressure
  • You have strong technological aptitude specifically with Google G-Suite and Apple products

BIG PLUS IF YOU HAVE:

  • Working knowledge of reservation-management systems and restaurant operations 
  • Light accounting experience
  • Experience with Looker, Salesforce, and/or Zuora

WHAT WE OFFER: 

  • Competitive salary
  • Full benefits (Medical, Dental, Vision, FSA, LTD, Commuter Benefit, Life Insurance)
  • Flexible Paid Time Off
  • Paid Parental Leave
  • Professional Growth Opportunity Budget
  • Equinox gym discount and Wellness budget
  • Quarterly credit toward dining at your favorite Resy restaurant
  • Beautiful dog-friendly Soho office with fully stocked kitchen and café
  • Company-sponsored social events, including Friday family meal
  • No shortage of good restaurant recommendations

Resy is committed to Equal Employment Opportunity through attracting and retaining a diverse team of employees and creating an inclusive environment for all. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 
 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • Objective - CLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • FlaskFrameworks
    • RESTFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • RedisDatabases
    • RDBMS and Database DesignDatabases
    • RealmDatabases
    • KafkaDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • WordpressCMS
    • SalesforceCRM
    • Campaign MonitorEmail
    • MailChimpEmail
    • SendGridEmail

Location

520 Broadway, New York, NY 10012

An Insider's view of Resy

What are some social events your company does?

I am all about family meal! Every Friday, we order lunch from one of our restaurants and everyone from engineering to sales comes together to eat. We get to catch up across departments to talk about work and the weekend. We’re not all restaurant industry vets, but we all appreciate good food and the experience of enjoying a meal with friends.

Tess

Senior Regional Success Manager

What's the biggest problem your team is solving?

We're growing fast at Resy, and we're building products the restaurant industry hasn't seen before. One challenge is to maintain quality in our code & testing as we move quickly. Our engineering team leans on unit tests and we have a lot of automated integration tests. I'm excited to see how holding on to these values will impact our ecosystem.

Koffi

Senior Software Developer

What are Resy Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Resy's Flexible Spending Account (FSA) helps employees cover out-of-pocket medical expenses with pre-tax contributions of up to $2,700 annually.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
In addition to our Equinox subsidy, Resy also provides a wellness stipend up to $900 per year.
Retirement & Stock Options Benefits
401(K)
Company Equity
Resy offers all employees stock options.
Child Care & Parental Leave Benefits
Generous Parental Leave
Resy offers up to 12 weeks of paid parental leave for all new parents with at least a year of service, plus 8 weeks of transitional time, where new parents can work 4 out of 5 days at full pay.
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Resy offers a flexible vacation policy and encourages employees to take a minimum of 20 days per year.
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Resy offers pre-tax commuter benefits for all employees
Company Outings
Stocked Kitchen
Some Meals Provided
Resy provides catered Family Meals every Friday, primarily from our restaurant partners.
Happy Hours
Resy provides monthly company sponsored happy hours.
Pet Friendly
Fitness Subsidies
Resy offers discounts at Equinox Fitness Clubs.
Professional Development Benefits
Job Training & Conferences
Resy provides an annual professional development budget for all full time employees.
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Promote from within
Mentorship program
Time allotted for learning
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