Client Relationship Manager

Full job description
About Us:

Whether it's catering or daily meal programs, offices bring food to work...

In 2018, hungerhub started, with one simple question: what is the best way to bring food to work?


Since then we've grown from offering our service in a small section of the downtown core, to over 10 cities in 3 provinces, because (we think) we're answering that simple question with the right answers.


We connect offices with the best restaurants around, we use tech and think about how our platforms can bring the best food to those who use our apps. We also care about local restaurants, that's why we partner with over 400 restaurants and provide them with tools and access to clients to turn them into caterers.


hungerhub has established itself as Canada’s #1 office meal delivery solution and has been named one of Canada's fastest-growing companies by the Globe & Mail for 4 years running! And we don't plan to stop our growth anytime soon!

By the way, we're a remote-first company, but we do have a physical office space that you can work out of any time you like. As a team we meet at the office to work together on occasion and order food (obviously!) and when we do, we stick around for some social fun after work.


Position Overview

As we continue to grow we're looking to add a Client Relationship Manager to our team.

This will be a dynamic client-facing role, you'd be responsible for managing our enterprise and mid-market clients.


You will be responsible for the relationship that our company has with our existing clients that use our platform for their corporate meal programs; so you'd be representing our company and services, and making sure that we continue our track record with high client satisfaction with our services.


Success in this role is means responding to our clients' day-to-day operational needs, as well as making sure our clients are navigating our solutions in the best possible way to meet their corporate catering and meal program requirements.


You will manage big-picture responsibilities such as conducting regular client check-ins and relaying client feedback to our internal team to continuously improve our service as well as managing day-to-day client relationship tasks such as responding to inquiries and adjustments and managing the client's needs internally. You will also be responsible for working with other departments internally so we're all working together well to give our clients the best possible service.


Also, this is not a customer service role, your relationship will be with stakeholders (usually one or two people) managing their corporate accounts on hungerhub, not individual users on our app.


As a Client Relationship Manager , you will be instrumental in maximizing our enterprise clients' satisfaction. You will be part of a small (but mighty) team and will have a direct impact on our company's success.


Responsibilities

Account Management

Manage the relationship with enterprise and mid-market clients to make sure they continue to love our service and that their employees enjoy hungerhub
Set up recurring check-ins with our corporate clients to get feedback and make sure that what we do solves their every catering need!
Problem solve with external stakeholders: find ways to solve any issues that come up or tweak their program when necessary so we stay on top as it pertains to the success of delivering on commitment to highest level of services
Problem solve with other departments at hungerhub: every meal delivered takes a lot of people in different departments to put the puzzle together in the background, so you have to work to others to find solutions and continue to improve.
Establish yourself as resource to help clients navigate their corporate catering and meal program needs: our clients need to know that we are there when they need us, and that we're very capable of offering solutions whenever they need
Client Onboarding

We have new clients joining us every week - you'd need to hop on onboarding calls to understand their meal program and catering needs and offer proven solutions that will work well for them
Guide incoming clients through our platform and service to ensure successful onboarding
Collaborating with internal team and make sure clients are set up for success

Qualifications

To be successful in this role, it's important to have, at minimum, proven experience in Account Management or Customer Success roles, here are things that will help you succeed:

Attention to detail and organization skills: this is not a generic job posting clichè: the way you organize your workflow and your attention to detail will be your key to success in this role
Problem solving: see responsibilities above, we highlighted it twice, because it's what keeps us ahead of the curve
Passion for client satisfaction and a deep appreciation of the importance of maintaining an excellent relationship with our clients
Developing a comprehensive understanding of our solutions and the ability to articulate how our platforms and solutions work and translate those into value propositions effectively
Great interpersonal and communication skills to establish and maintain relationships
Self-motivated and target-driven, you have to be able to work independently and manage your time effectively
Familiarity with the food delivery market or catering industry or restaurant dynamics is not necessary, but a plus

Benefits and Perks

Competitive salary with performance-based incentives
Company-wide health benefits
Opportunity to make a significant impact on the growth and success of a dynamic startup
A collaborative work environment that encourages new ideas and innovation
Growth and career development opportunities as the company expands
Remote work from anywhere policy

Core Values

We are customer-obsessed - We aim to bring the best experience for our clients and partners and have their interests in mind when we craft solutions to solve their problems.


We always think big - We’re transforming a largely offline industry and we’re changing the way companies eat. We take risks, we’re creative and have global ambitions for our products and services.


We never say “It’s not my job” - We take ownership and have a sense of obligation to the biggest things but also to the mundane, non-glamorous small realities. We wear many hats and we learn and grow by doing so.


We solve problems - We care deeply about getting to the root cause of an issue and we do our best to resolve it as quickly as we can using both intuition and data.


We deliver results - We take full ownership of the tasks at hand. We’re accountable and we let others know if we’re off track. Results matter.