Account Management Team Lead

4 days ago


Phoenix, Arizona, United States Doordash Full time
About the Team

At DoorDash, our Inside Account Management (IAM) team is dedicated to ensuring the retention, satisfaction, and growth of our SMB merchant base. Our team is composed of Success Managers, team leads, and solutions professionals who work together to deliver exceptional service and strategic guidance to our merchants.

About the Role

As a Manager within our IAM team, you will oversee a group of 8-10 Success Managers, 1-2 Senior Success Managers, and 1 Team Lead, focusing on managing our entry-level merchant cohort. Your role is critical to supporting our SMB merchants, and you will play a pivotal role in driving customer retention, engagement, and growth for DoorDash's restaurant merchants.

Key Responsibilities
  • Lead: Oversee a team of Success Managers and Team Leads who are responsible for managing our entry-level merchants and delivering customer retention, engagement, and growth.
  • Coach: Provide daily mentorship and guidance to support your team, ensuring their personal development and professional growth. Drive performance through regular feedback and coaching sessions, and implement strategies to achieve team goals.
  • Strategize: Develop and implement strategies for both short-term goal attainment and long-term success, ensuring that your team is aligned with departmental goals. Contribute to the broader department's success by shaping initiatives that drive merchant satisfaction and growth.
  • Collaborate: Work closely with cross-functional partners across DoorDash to ensure merchant needs are met and innovate on behalf of our merchants. Collaborate on projects that impact both the team's effectiveness and merchant outcomes.
  • Analyze: Leverage data and insights to make informed recommendations on strategy, operations, and overall team performance. Ensure strategies are data-driven and designed for optimal outcomes.
  • Grow: Support the expansion of the team by interviewing, hiring, and training new team members, helping build a strong foundation for our IAM department.
  • Innovate: Develop new processes and strategies to improve merchant retention, service delivery, and overall team efficiency. Be at the forefront of innovative approaches that drive merchant satisfaction.
Requirements
  • 4+ years of experience in success management, account management, or post-sales roles within a fast-paced environment.
  • 2+ years of experience leading a team of account or success management professionals.
  • Proven success in developing and executing strategies for client retention and engagement, especially within SMB or restaurant verticals.
  • Experience coaching and developing talent, helping teams hit performance targets while fostering personal growth.
  • Thrives in a collaborative, cross-functional environment and is able to influence multiple stakeholders across different teams.
  • Results-oriented, data-driven, and has strong problem-solving skills that help deliver top-notch service.
  • Excellent communication skills and experience managing cross-functional projects.


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