Account Manager, kea
$90-110k
+ Stock Options
Voice tech for restaurants
Job no longer available
Voice tech for restaurants
21-100 employees
Job no longer available
$90-110k
+ Stock Options
21-100 employees
Company mission
To help restaurants own their customer relationships and improve their business operations in order to power the world's commerce.
Role
Who you are
- You are accomplished in building strong relationships, managing through change, passionate about technology, concise, present well, and borderline obsessed with customer satisfaction
- 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 the job involves
- 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’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
- 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
Our take
Whilst online food ordering continues to thrive, there is still a massive market for people who prefer to order food through a phone call. However, phone lines are generally old-fashioned and problematic due to long hold waits, terribly audio quality, and understaffed hospitality teams.
Kea uses AI to provide an over-the-phone 'virtual cashier' that aims to process food orders and increase customer uptake regardless of staffing quantities. The software uses the AI to conduct a high-quality conversation and recognize keywords such as menu items and customizations, but can also recognize when a human cashier is required to step in.
The startup’s approach to AI assistance is smart as it provides a means to innovate upon phone ordering while preventing the process from entirely relying on automation. By ensuring that the software can recognize when a situation requires a human to intervene, the service acts more as a technological assistant to cashiers as opposed to a replacement.
Steph
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Nov 2020
$10m
SERIES A
May 2019
$2.8m
SEED
Total funding: $13.1m
Company benefits
- Generous stock option plan
- 100% employer-paid medical and mental health care benefits. Vision and dental also available
- Unlimited PTO
- FSA/DCFSA
- Remote work
- Ownership, responsibility, and empowerment in what you do
- Incredible teammates and a caring workplace culture
Company HQ
Shoreline West, Mountain View, CA
Leadership
Adam Ahmad
(CEO)Adam studied at the University of Pennsylvania before co-founding Fluc, working in Business Development at Magic, and spending 6 years at Next Force. They left their Advisory role to found kea in 2017, serving since as CEO.
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