Account Manager - Madrid

About the role

Tebi is creating the first Connected Restaurant Management System that makes hospitality flow. In one seamless platform, Tebi embeds sales, reservations, kitchen prep, payments, and all the data that powers it, creating smooth service and intuitive insights. Founded by Arnout Schuijff, co-founder of Adyen, and backed by €50 million in funding from Index Ventures & CapitalG, Tebi is built in service of hospitality first. Thousands of restaurants, cafés, bars, and coffee shops across the Netherlands, UK, Spain and more countries soon, love running on Tebi. We're looking for a true startup Operations person. Operations make our merchants thrive. From the first meeting to the go-live to working and growing together - this person will own this process and make it all happen. This role is for someone who likes working with the product, becoming an expert in it and teaching others. Your day-to-day will be a mix of hands-on ops, project management, customer communication and problem solving. We are reshaping the future of hospitality tech, and this role is at the forefront of it.

Responsibilities

• Onboarding / Implementation:
• Manage the end-to-end onboarding process: Own the customer journey from sales handover through setup, training, and go-live, ensuring implementation remains on track, addressing any concerns and ensuring merchants are set up for long-term success.
• Relationship Management: Serve as the main point of contact for new merchants to ensure smooth implementation by guiding merchants through clear communication, addressing any concerns and prioritising customer satisfaction.
• Training: Conduct training sessions for merchants on the effective use of the relevant Tebi products.
• Drive Process Excellence: Identify bottlenecks, streamline workflows and develop scalable onboarding processes that improve efficiency, reduce time-to-value, and optimise merchant experience.
• Account Management:
• Act as the primary liaison for merchants: Provide post-go-live account management, including managing inquiries, conducting proactive check-ins and troubleshooting and identifying opportunities for merchants to maximise value from the Tebi platform.
• Engagement and Retention: Build long-term relationships with merchants, ensuring they remain active, satisfied, and growing on the platform.
• Collaborate with Product and Central Operations teams, acting as the voice of the customer to align merchant needs with platform improvements and product roadmap and increase operational efficiency.

Requirements

• You are a creative problem solver who enjoys interacting with hospitality businesses
• You are empathetic towards our merchants and curious about their business
• You can juggle multiple things at once and bring structure
• Good communication - you are great at proactive contact and managing expectations
• Being comfortable with high-pace environments: both the hospitality flow and the startup day-to-day
• Interest in data, process improvement and automation
• Experience in hospitality, early startup operations, fast-paced account management or customer operations
• You are comfortable working in both English and native in Spanish.
• People who succeed at Tebi are independent, curious and passionate about hospitality. If this speaks to you we can be the right fit. You can check our full recipe here: https://www.tebi.com/gb/careers .

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