Strategic Implementation Associate

About the Team

The New Verticals SMB Implementation team is critical to success for DoorDash’s exciting new business ventures. We manage onboarding and first month success for merchants joining the platform.

About the Role

We’re hiring a Strategic Implementation Associate, the most senior level on the Implementation team. This role will based in the US and specialize in Canadian liquor merchants, with the potential for US merchants and other verticals based on business needs . You will own the merchant relationship after sales contract signature through go-live and first month growth. This includes helping merchants prepare necessary information to launch, keeping merchants engaged through set up, unblocking issues, training/orientation, and pitching improvements for quality and growth. You will achieve team goals by ensuring organized merchant preparation, accurate inventory set up, and successful operations for our merchants.

Strategic Implementation Associates will work on DoorDash’s most complex and nascent emerging business lines, and/or demonstrate higher goal attainment on standard business lines than lower level peers. You will test ambiguous new product features, partner integrations, and team processes as we continually evolve the New Verticals platform and Implementation team. You will heavily collaborate on solutions with cross-functional peers on Pre-Sales, Success Management, and product. You will collect and share product feedback internally as voice of the merchant to inform strategic roadmaps.

This role will be remote, with potential for occasional in-market merchant visits, and occasional in-person team meetings. 

You’re excited about this opportunity because you will…

• Engage merchants every day at all stages of the sales cycle from sign through post-launch success.
• Problem solve technical merchant issues as project manager.
• Leverage internal data and reporting tools to drive operational efficiency and growth opportunities.
• Test and execute on strategic go-to-market initiatives, while capturing learnings to scale.
• Collaborate with cross-functional peers and represent the Implementation team as a senior team member.
• Own a business segment, providing product feedback and helping to build new processes and strategies.

We’re excited about you because…

• You have 5 years of applicable experience in Implementation, Customer Success, or Account Management, ideally technical.
• You create meaningful customer relationships through a consultative approach and partner with merchants to understand their needs.
• You are comfortable project managing many onboarding components at once, while providing clear guidance and concise communication to our merchants.
• You dive head first into challenges and seek to resolve at the lowest level of detail while keeping a merchant-first approach.
• You’re comfortable with highly operational and data-heavy workstreams.
• You can summarize merchant and product learnings into themes to inform internal recommendations.
• You collaborate and communicate with cross-functional teams in a concise, clear, optimistic way.
• You’re excited to help build out nascent products and processes.
• You’re energized by the ambiguous, fast evolving workflows of new business lines and do not expect refined processes.
• Optional: You have some experience with POS systems, Open API, and/or SFTP integrations.
• Optional: French language fluency

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

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