Account Manager - Merchant

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The Inside Account Management team is dedicated to the retention, satisfaction, and growth of our SMB merchant partners. We’re a team of sales, account management, and solutions professionals predominantly located in Phoenix, AZ.

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The Sr. 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. We expect this role to be flexible in terms of time spent remote and in-office with the ability to travel as needed for in-person collaboration through trainings, offsites, team-building events, and other business related necessity. 

Le entusiasma esta oportunidad porque...

• 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

Estamos entusiasmados contigo porque...

• 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

Utilizamos Covey como parte de nuestro proceso de contratación y/o promoción de puestos de trabajo en NYC y ciertas características pueden calificarlo como AEDT. Como parte del proceso de evaluación, proporcionamos a Covey los requisitos del puesto y las solicitudes presentadas por los candidatos. Comenzamos a utilizar Covey Scout for Inbound el 20 de junio de 2024.

Consulte aquí el informe de auditoría independiente sobre nuestro uso de Covey.