Partner Support Lead

Role Overview:

The Partner Support Lead  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.

Ways of Working: Employees will work from base location all 5 days in a week. Client visits are mandatory.

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

• 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

1. Strong stakeholder management and relationship-building skills

2. Good understanding of business metrics, ROI, and growth levers

3. Comfortable with data, dashboards, and performance reports

4. Ability to train and influence non-tech restaurant owners and staff

5. High ownership mindset with strong problem-solving abilities

6. 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:

1. Directly impacts restaurant partner success and retention.

2. Plays a key role in scaling Dineout ecosystem.

3. Acts as the face of DineOut for partners at a city level.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability status, or any other characteristic protected by the law.