Account Manager (VIC)

About Us It’s our mission to bring people together by growing local food scenes. me&u is used by 6000+ bars, pubs, and restaurants to create memorable guest experiences and grow their brands. With 200 staff in five countries, and headquartered in Melbourne, Australia, me&u is the consolidation of two leading hospitality technology companies: Mr Yum and me&u, who merged in November 2023. About The Role This role is responsible for building strong, lasting relationships with existing venue partners, identifying growth opportunities inside your portfolio as well as identifying and executing on campaign opportunities with suitable partners. An Account Manager is a strategic partner and advisor to our customers and helps to ensure a successful implementation of me&u in venues and ongoing success. As the key relationship holder, Account Managers will also support the communication and sometimes project manage activities required for the success of me&u. This position is about responsiveness, problem-solving, customer satisfaction and building long-term relationships that lead to customer retention, growth, and, ultimately, high me&u usage within venues. Key Result Areas (KRAs)KRA 1 – Relationship Management

• Build and nurture long-lasting relationships that help us to gain a deep understanding of our clients’ needs, how we can support growth and what they expect from me&u.
• Serve as the lead point of contact for all matters specific to your accounts.
• Liaise with cross-functional internal teams (including RevOps, onboarding, Support, Product, Marketing and Operations) and work directly with internal stakeholders to ensure SLAs are met to improve me&u services.
• Use effective and collaborative communication skills to present and influence key stakeholders in relation to buying decisions, increasing usage in the venues, and making me&u the preferred way to order and pay.
• Provide consultancy services to your accounts by identifying areas of improvement, implementing the right solutions, and ensuring that all your accounts have followed best practices.
• Work within the suggested meeting cadence framework to ensure that all customers in your portfolio have been regularly visited or contacted
• Collaborate with the onboarding team to ensure a successful venue handover for each venue assigned to you. Successful handover means:

• Venue successfully transacting on me&u
• All technical integration issues complete
• Key contact, all venue information & handover notes added to accounts in company CRM

KRA 2 – Account Performance & Growth

• Refine, implement and drive strategies to grow your portfolio (existing accounts). The management team will define the growth rate based on the budget & seasonality in any given quarter.
• Conceptualise commercial and operational projects that you can execute in your local market, in partnership with teams such as Sales, Marketing and Product.
• Establish performance targets and metrics (usage, customer spend, customer ratings, speed of service) with your customers upfront and review progress toward them continuously.
• Lead and deliver initiatives to drive usage of me&u across your portfolio and achieve revenue growth targets.
• Identify upsell opportunities within your accounts for increased me&u revenue opportunities, such as Connect, Flex and Engage.
• Work alongside your customers through Business Reviews meetings to identify expansion opportunities and encourage referrals of me&u to drive new venues from existing groups on the me&u platform.
• Identify venues that are declining or at risk of becoming inactive and work alongside them to resolve blockers and reverse the trend
• Ensure that all your accounts are consistently engaged with me&u by demonstrating the value created during your Business Review meetings and your ongoing correspondence with your accounts.
• Collaborate with the territory’s Growth to develop new ways to drive product adoption in venues and improve the B2B and B2C customer experience.
• Develop a deep understanding of the me&u product and features to drive impact and engagement across your accounts and those of your team.
• Provide the Leadership team with regular updates on client activity and performance and contribute feedback around product development opportunities, competitor activity, growth blockers, etc.
• Ensure that all CRM and other required reporting documentation is up to date and entered in a timely fashion

KRA 3 – Customer Retention & Stickiness

• Identify and fulfill customer needs to achieve satisfaction and ensure customers get the most value out of our products and services.
• Ensure continued engagement of all accounts within your portfolio and use an analytical approach to problem-solving when dealing with unengaged venues.
• Work with the RevOps/Sales Enablement, Onboarding, Support and Marketing teams to update and improve customer training resources, including content and the way in which we deliver this content to venues.
• Provide the best customer service in the industry: Ensure you deliver personalised, competent, convenient, and proactive customer service for your partner venues by working closely with the support team to resolve client requests or issue escalations as needed. Those client requests include but are not limited to Finance & reconciliation, POS integration, menu changes, customer complaints, 3rd party integrations.
• Train venues in your portfolio on maintaining the right me&u sequence of service as well as train management & FOH teams on all new product releases that are communicated by the marketing team regularly
• Proactively engage with existing clients to renew their agreements with me&u at least 3 months before termination.
• Develop a feedback loop to drive increases in venue satisfaction and engagement to reduce both logo and GMV churn. Properly identify churn risk venues and take appropriate action.
• Keep up to date with all internal training resources to ensure you are updated, educated, and informed on our product as it evolves. You can provide this advice and guidance to our customers.
• Monitors and observes the market to identify new features and product ideas ahead of the curve based on client feedback. Presents these ideas quickly to our Product Team for consideration and prioritisation to offer the business a competitive advantage.

Why me&u?Work with impact and purpose. We’re helping the hospitality and entertainment industries to thrive and me&u is at the forefront of this. Expect collaboration and interesting problems to solve. Work with great people. Work alongside a supportive, diverse and inclusive team. You’ll have the trust, freedom and support to experiment and not be afraid of failure but to learn from it...and have fun together along the way. Work that challenges you. We’re growing quickly, and you will too. You’ll have numerous opportunities to embrace discomfort, grow and learn as me&u expands and scales globally. Work that works for you. We’re a flexible, remote-friendly place with inclusive leave options and day-to-day work times to suit your routine. We prioritise our team’s mental health & overall wellbeing, with access to mental health days and support programs. Diversity and Inclusion Commitment We’re committed to growing and empowering an inclusive me&u community. That’s why we actively encourage applications from candidates from all backgrounds, experiences, and perspectives. If you require accessibility assistance at any stage of the process, please let us know.