Job Description

Role Overview

The Senior Account Manager will own the post-sales relationship with restaurant partners,

ensuring successful adoption, active usage, and measurable ROI. This role is critical in

driving partner satisfaction, retention, and revenue growth by acting as a trusted growth

advisor to restaurant partners.

Key Responsibilities

1. Partner Onboarding & Adoption:

Own end-to-end post-sales onboarding of our product suite for assigned

restaurant partners, including Digital Menu, CRM tools, reservations, and QR-

based ordering.

Coordinate product setup, POS integration, QR deployment, and account

configuration (menu, floor plans, shifts, outlet details).

Conduct structured product walkthroughs, demos, and staff training to ensure

smooth go-live within defined timelines.
2. Partner Success & Relationship Management:

Act as the single point of contact for restaurant partners in the city. Build strong, long-term relationships with owners, decision-makers, and outlet

managers.

Regularly engage partners through check-ins, reviews, and on-ground visits
3. Driving ROI & Business Growth:

Help restaurant partners translate product feature usage into measurable business

outcomes, including:

Higher AOV / table value through upsell and cross-sell Improved repeat visits using CRM and targeted campaigns Better table utilization and demand shaping Reduced operational friction via QR-led ordering and billing

Track and communicate ROI metrics such as adoption depth, repeat rate uplift, campaign

performance, and menu-led revenue impact.
4. Performance Monitoring & Reviews:

Conduct monthly/quarterly business reviews (MBRs/QBRs) with partners. Analyze partner performance data and recommend actionable improvements. Identify early warning signs of churn and proactively resolve issues
5. Expansion & Feature Adoption Support

Identify opportunities to increase depth of usage across available product

features.

Train restaurant staff on new workflows and ensure adoption remains stable

despite staff churn through repeat training and SOPs.

Support expansion across multiple outlets by demonstrating value and best

practices.

Work closely with Sales and City teams to enable renewals and portfolio

expansion through strong post-sales outcomes.

6. Product Support & Issue Resolution

Act as first-level support for product-related queries and issues. Coordinate with Product, Tech, Ops, and Support teams to resolve bugs,

integrations, and workflow challenges.

Ensure minimal downtime and a smooth partner experience.
7. Partner Feedback & Continuous Improvement

Act as the voice of restaurant partners by sharing structured feedback on product

usability, gaps, and enhancement needs.

Contribute inputs to improve product features, onboarding journeys, and partner-

facing processes.
Key Success Metrics (KPIs)

Product Features adoption & activation rate Partner retention and churn reduction Usage frequency of the features Partner ROI metrics and satisfaction (NPS) Revenue expansion from existing partners

Experience & Qualifications

Experience

4-7 years of experience in: Account Management, Customer Success, Partner Success,

B2B relationship management, Prior experience in F&B, hospitality, SaaS, CRM, POS, or

restaurant-tech is highly preferred

Experience managing city-level or portfolio-based accounts is a strong plus
Skills & Competencies

Strong stakeholder management and relationship-building skills Good understanding of business metrics, ROI, and growth levers Comfortable with data, dashboards, and performance reports Ability to train and influence non-tech restaurant owners and staff High ownership mindset with strong problem-solving abilities Excellent communication skills (local language + English preferred)

Education:

Bachelor's degree in Business, Hospitality, Marketing, or a related field

MBA or hospitality background is a plus but not mandatory

Why This Role is Important

Directly impacts restaurant partner success and retention Plays a key role in scaling Dineout ecosystem * Acts as the face of DineOut for partners at a city level