What are the responsibilities and job description for the Merchant Success Manager position at Doordash?
About the Team
Inside Account Management is the organization within DoorDash that is dedicated to retention, satisfaction, and growth of our SMB merchant partners. We're a team of sales, account management, onboarding, and solutions professionals predominantly located in Phoenix, AZ.
About the Role
The Merchant Success Manager is responsible for a merchant's long-term retention, engagement and overall satisfaction with DoorDash. You will cultivate our relationships with SMB business owners, while helping them craft a successful partnership with DoorDash. You will demonstrate a broad scope, including holding periodic business check-ins, making operational improvements, troubleshooting product-related bugs, recommending marketing strategies, and ensuring high levels of satisfaction and retention on a book of accounts. You will report to the Inside Sales Manager on our Inside Account Management team. This team works a hybrid schedule with some time in-office and some time remote.
You're excited about this opportunity because you will…
* Work with businesses to establish integral goals and key performance indicators for their business
* Communicate with merchants via phone and email on an ongoing basis to monitor and support progress toward their business goals
* Deliver quarterly business reviews that highlight key wins and areas of opportunity
* Drive to reduce churn, while identifying and supporting new store expansions
* Advocate internally for how to best solve your merchant's objectives
* Collaborate with internal growth teams to identify the best opportunities for merchants in your book of business to expand their sales
We're excited about you because…
* You have 1 years of experience in client-facing roles, increasing customer satisfaction, retention, and product adoption
* You have 1 years of experience in business operations or related setting
* You have proven success in prior sales, account management, portfolio management, or related roles
* You have experience with using Salesforce or similar CRM tools
* You have a demonstrated track record of empathizing with customer needs and adapting to meet their unique goals
* You have the mindset of an owner in whatever you do, and strive to be 1% better everyday
About DoorDash
At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users-from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.
DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.
Our Commitment to Diversity and Inclusion
We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.
Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on "protected categories," we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce - people who identify as women, non-binary or gender non-conforming, LGBTQIA , American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.
Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
If you need any accommodations, please inform your recruiting contact upon initial connection.
Inside Account Management is the organization within DoorDash that is dedicated to retention, satisfaction, and growth of our SMB merchant partners. We're a team of sales, account management, onboarding, and solutions professionals predominantly located in Phoenix, AZ.
About the Role
The Merchant Success Manager is responsible for a merchant's long-term retention, engagement and overall satisfaction with DoorDash. You will cultivate our relationships with SMB business owners, while helping them craft a successful partnership with DoorDash. You will demonstrate a broad scope, including holding periodic business check-ins, making operational improvements, troubleshooting product-related bugs, recommending marketing strategies, and ensuring high levels of satisfaction and retention on a book of accounts. You will report to the Inside Sales Manager on our Inside Account Management team. This team works a hybrid schedule with some time in-office and some time remote.
You're excited about this opportunity because you will…
* Work with businesses to establish integral goals and key performance indicators for their business
* Communicate with merchants via phone and email on an ongoing basis to monitor and support progress toward their business goals
* Deliver quarterly business reviews that highlight key wins and areas of opportunity
* Drive to reduce churn, while identifying and supporting new store expansions
* Advocate internally for how to best solve your merchant's objectives
* Collaborate with internal growth teams to identify the best opportunities for merchants in your book of business to expand their sales
We're excited about you because…
* You have 1 years of experience in client-facing roles, increasing customer satisfaction, retention, and product adoption
* You have 1 years of experience in business operations or related setting
* You have proven success in prior sales, account management, portfolio management, or related roles
* You have experience with using Salesforce or similar CRM tools
* You have a demonstrated track record of empathizing with customer needs and adapting to meet their unique goals
* You have the mindset of an owner in whatever you do, and strive to be 1% better everyday
About DoorDash
At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users-from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.
DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.
Our Commitment to Diversity and Inclusion
We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.
Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on "protected categories," we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce - people who identify as women, non-binary or gender non-conforming, LGBTQIA , American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.
Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
If you need any accommodations, please inform your recruiting contact upon initial connection.
Recommended Skills
- Account Management
- Adaptability
- Customer Demand Planning
- Customer Relationship Management
- Customer Satisfaction
- Marketing Strategies