Merchant Success Manager
Solicitar empleoJob ID: 2984083
DoorDash Technologies Canada Inc.
Toronto, ON
Acerca del equipo
The New Verticals Account Management team is dedicated to the retention, satisfaction, and growth of our SMB merchants. We’re a team of sales, account management, and solutions professionals. New Verticals is an exciting, fast evolving part of the company where we build strategies for our newest business lines. Predominantly located in Phoenix, Arizona, we are now expanding our team into Canada.
Acerca del puesto
The Merchant Success Manager is responsible for a merchant's retention, engagement, satisfaction, and revenue with DoorDash. You will cultivate our relationships with SMB business owners while helping them craft successful partnerships with DoorDash. For your book of accounts, you will conduct business check-ins, improve operations, troubleshoot product-related bugs, recommend growth strategies, and ensure satisfaction and retention. This role is goaled on merchant revenue and quality.
You will focus on Liquor merchants throughout Canada. The role may also work with US merchants and other non-restaurant verticals. As Liquor Canada is a new business segment, this role will test new strategies to help us build the future of the program.
You will report to a Sales Manager on our New Verticals Account Management team. This role will be remote with the ability to travel for team training and offsites.
Le entusiasma esta oportunidad porque...
- Make outbound dials to existing merchants from your book of business (100+ accounts) to upsell them on DoorDash products and quality improvements
- Establish goals and key performance indicators for current DoorDash partners (SMB liquor merchants)
- Advise business owners on promotions and spending to achieve their revenue goals
- Communicate with merchants by phone and email on an ongoing basis to monitor and support progress toward their goals
- Deliver and present quarterly business reviews ("QBR") that review a brand’s partnership with DoorDash, pinpointing success, highlighting areas for revenue optimizations, and planning for areas of opportunity and growth
- Reduce churn, while identifying and supporting new store expansions
- Collaborate with internal growth teams to identify the best products to pitch to merchants
- Test strategies in new business lines for DoorDash to help us develop future state
- Enjoy the ambiguity, frequent change, and unbuilt structure that come with new and growing business segments
- Ability to travel as needed for in-person collaboration through trainings, offsites, team-building events, and other business-related necessities
Estamos entusiasmados contigo porque...
Must have
- You have 5+ years of experience in client-facing sales or account management roles, increasing customer satisfaction, retention, and product adoption
- You have experience analyzing data to identify opportunities and present results
- You have experience in outbound upselling over the phone
- You demonstrate empathy with customer needs and adapt to meet their unique goals
- You have experience collaborating with cross-functional teams
Nice to have
- You have experience in new and ambiguous roles with little structure, such as startups or adolescent business lines
- You have experience using Salesforce or similar CRM tools
- You are versed in using Google Sheets to organize your lead lists or book of business
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Acerca de DoorDash
En DoorDash, nuestra misión de potenciar las economías locales determina la forma en que los miembros de nuestro equipo se mueven con rapidez, aprenden y reiteran para tomar decisiones impactantes que muestren empatía por nuestra gama de usuarios, desde Dashers hasta socios comerciales y consumidores. Somos una empresa de tecnología y logística que comenzó con la entrega puerta a puerta, y estamos buscando miembros del equipo que puedan ayudarnos a pasar de ser una empresa conocida por la entrega de alimentos a una empresa a la que la gente acude para cualquier y todos los bienes.
DoorDash está creciendo rápidamente y cambiando constantemente, lo que da a los miembros de nuestro equipo la oportunidad de compartir sus perspectivas únicas, resolver nuevos retos y ser dueños de sus carreras. Nos comprometemos a apoyar la felicidad, la salud y el bienestar general de los empleados ofreciéndoles prestaciones y beneficios integrales, como asistencia sanitaria de primera calidad, reembolso de gastos de bienestar, baja parental remunerada y mucho más.
Nuestro compromiso con la diversidad y la integración
Estamos comprometidos con el crecimiento y la potenciación de una comunidad más inclusiva dentro de nuestra empresa, nuestro sector y nuestras ciudades. Por eso contratamos y cultivamos equipos diversos de personas de todos los orígenes, experiencias y perspectivas. Creemos que la verdadera innovación se produce cuando todo el mundo tiene sitio en la mesa y dispone de las herramientas, los recursos y las oportunidades para destacar.
Si necesita alguna adaptación, informe a su contacto de contratación en el momento de la conexión inicial.
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