Obrien

About Obrien

I am a Customer Retention and Account Management leader with a career built at the intersection of hospitality and technology. Currently, I lead a North American Account Management team at OpenTable, where we focus on protecting and growing revenue across a diverse portfolio of restaurant accounts.My leadership philosophy is rooted in discovery-first engagement. I believe that effective retention isn\'t about reactive saves - it’s about building operational playbooks that uncover customer needs long before a renewal is at risk. I am passionate about the mechanics of account management: coaching teams through complex negotiations, standardizing workflows to remove administrative friction, and using data to anticipate industry trends.Beyond the metrics, my focus is on team development. I take great pride in hiring quality talent and mentoring contributors into senior leadership roles. I thrive in high-volume, fast-paced environments where success requires a mix of empathetic coaching, cross-functional alignment with Sales and Ops, and a relentless focus on the client experience.

Experience

1. Manager - Accounts Team - North America

   OpenTable

   Oct 2024 — Present

   Team Leadership & Talent Development: Lead a remote team of Account Managers overseeing a high-volume North American restaurant portfolio. Responsible for the full talent lifecycle, including hiring, onboarding, and ongoing professional development, with a track record of developing contributors into more senior roles.Retention Strategy: Drive regional retention outcomes by transitioning the team from a reactive posture to a proactive, value-based engagement model. Focused on identifying root-cause churn drivers and implementing consultative save strategies.Performance Coaching: Established structured performance cadences, including a standardized call coaching rubric and development-focused 1:1s. Directly coach team members on negotiation techniques, data fluency, and navigating high-stakes client conversations.Operational Scaling: Helped launch foundational playbooks for the Account Management organization, specifically targeting account engagement in the critical early stages of the customer lifecycle to ensure long-term product adoption.Organizational Alignment: Act as a key bridge between the front-line team and the broader revenue organization. Partner closely with Sales, Customer Support, and Revenue Operations to streamline handoffs, resolve complex escalations, and advocate for process improvements that benefit the customer experience.

Education

• Dartmouth College

  Bachelor's degree, Environmental Studies, Hispanic Studies

  2014 — 2018