Merchant Success Manager, Restaurants
About The Position
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 is a hybrid role based in the specified cities above, with some time in office and some time remote. You will need the ability to travel as needed for in-person collaboration through trainings, offsite, team-building events, and other business-related necessities.
Requirements
- You have 1+ years of experience in client-facing sales roles, increasing customer satisfaction, retention, and product adoption
- You have 1+ years of experience in Outbound Sales being held to DTT minimums
- You have 1+ years of experience in business operations or related setting
- You have experience in prior Outbound sales, account management, portfolio management, or related roles
- You have experience using Salesforce or similar CRM tools
- You are versed in using Google Sheets or Microsoft Excel (can maintain complex spreadsheets), on an intermediate to proficient level
- You demonstrate empathy with customer needs and adapt to meet their unique goals
Responsibilities
- Make outbound dials to existing merchants from your book of business (200+ accounts) to upsell them on DoorDash products and marketing spend
- Establish goals and key performance indicators for current DoorDash partners (SMB restaurant 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
- Ability to travel as needed for in-person collaboration through trainings, offsites, team-building events, and other business-related necessities
Benefits
- a 401(k) plan with employer matching
- 16 weeks of paid parental leave
- wellness benefits
- commuter benefits match
- paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act)
- medical, dental, and vision benefits
- 11 paid holidays
- disability and basic life insurance
- family-forming assistance
- a mental health program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
