Account Manager

Position Overview:
As the Merchant Account Manager, you will lead the support and optimization of our retail partners. Your primary responsibility will revolve around overseeing and setting standardized practices to adhere to, while providing exceptional support and guidance to our Merchant Partners.

You will lead a dedicated team responsible for onboarding, support, and account management, focusing on regular reporting of KPIs. Your role emphasizes utilizing these insights to offer actionable recommendations for continual improvement and owning the relationship with Merchant Partners. Proactively auditing retail partner KPIs is important to anticipate potential challenges before they escalate.

We’re looking for someone that can lead a team, communicate well, and develop relationships. Someone who is analytical and a natural problem solver that isn’t afraid of a challenge. Someone personable who can also handle a tough conversation when needed.

Responsibilities:
– Main point of contact for 260+ Merchant Partners.
– Build and manage a team of 2-3 Support Representatives to handle incoming requests and outreach effectively.
– Audit and coach team members on responses, emphasizing areas of improvement and commendable practices.
– Manage and optimize an efficient onboarding process tailored to scale effectively.
– Design and streamline workflows to manage incoming requests through various communication channels.
– Address escalated issues and navigate difficult conversations when necessary.
– Define key KPIs, track retailer performance, and measure the quality of support provided, offering recommendations for continual improvement.
– Proactively engage with underperforming Merchants to optimize their offerings and performance.
– Lead outgoing CRM communication to Retailers concerning updates, promotions, holiday hours, and other relevant information.
– Ensure menu quality and compliance with set standards, collaborating with the Catalog Team for consistency and improvement.
– Measure Retailer satisfaction scores with a plan to track and improve.
– Approve pricing changes made/requested by retailers.
– Approve monthly Merchant Commission amounts.
– Work with Operations to define quarterly targets and work to implement.
– Regular reporting on KPIs and retailer performance. Managing upwards with a flow of information and recommendations.
– Prepare quarterly reports for your department’s initiatives, KPIs, and more.

Requirements:
– A College Degree is Required
– 2+ years of experience in customer-facing support and issue resolution.
– Experience with support help desks is essential.
– Prior experience in On-Demand/Delivery/Tech Companies is advantageous.
– Exceptional problem-solving skills, addressing technical and logistical issues effectively.
– Strong communication skills with the ability to build lasting relationships with clients.
– Proficiency in Excel, including pivot tables and vlookups.
– Analytical prowess with the ability to report KPIs and performance.
– Familiarity with data visualization software is a plus.
– Collaborative attitude and strong organizational skills.