Manager, Strategic Account Management

| San Francisco
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Business Development at Postmates

We’re passionate about empowering the people and merchants we work with every day to thrive. We’re driven by our relentless focus to uncover opportunities that will help merchant partners unlock the value of our revolutionary logistics platform while amplifying the positive impact we have on the local businesses and communities we work with.

WHAT WE DO 

Our Merchant Partners are critical to the success of Postmates. As a Team Lead on the Account Management team you will be focused on enabling businesses, specifically accelerating the performance of our top strategic accounts month over month. As a player coach, you will drive execution with a small cohort of our top enterprise accounts, whilst directly managing a team of account managers. Our leaders are responsible for driving cross-functional process improvements in order to ensure that Postmates as a company is delivering on the highest possible level of merchant experience. Lastly, you will be responsible for collaborating with leadership, and your peers to set strategy, direction, and ensure execution of strategy.

You are expected to be a thought leader in account management, customer success, or a related discipline, like sales and project management. Not only do you excel at setting and implementing strategic initiatives related to growing revenue, you demonstrate strong management and team development capabilities. You are able to analyze and interpret data, conduct need-finding analysis with customers, and perform quarterly business reviews. You are not afraid to roll up your sleeves and develop operational improvements to our existing processes. This is a player/coach role with a lot of upward trajectory as we continue to build out the team.

RESPONSIBILITIES

  • Hire, engage, retain, and promote the best talent in the market.
  • Accelerate the performance of your account portfolio.
  • Mentor, coach, and develop your team.
  • Lead cross-functional improvements in order to ensure we have the best customer experience in the industry. 
  • Collaborate with leadership to set organizational strategy, and rapidly execute against it. 
  • Manage a small subset of accounts

REQUIREMENTS

To succeed in this role, you will lean on your: 

 

  • 5 + years experience in customer success & account management.
  • 3+ years of enterprise relationship management
  • 1+ years of management, mentorship, and/or lead responsibilities. 
  • 1+ years of leading cross-functional projects to improve customer experience. 

To excel in this role, you will need to possess:  

  • An ability to uncover opportunities and friction points in our cross-functional service delivery model and execute against them. 
  • Excellent communication skills and the ability to collaborate with internal and external stakeholders. 
  • Strong desire to make individuals within your remit successful in their roles, their tenure at Postmates, and their broader career.
  • Desire to stay abreast of all B2B, SaaS, CS, and AM trends in the industry, and rapidly deploy the most valuable to the Postmates customer lifecycle.
  • A laser focus on performance metrics across hiring, revenue generation, team engagement scores, customer satisfaction, time to value, and any related metrics. 
  • An ownership mentality, holding yourself and your team accountable to both Postmates and our merchants. 
  • A work ethic that motivates you to contribute outside of the context of your role to the success of the company as a whole. 
  • A transparent nature, with the ability to socialize at the staff, manager, director, and executive level, as well as effectively forecast and consistently report on both positive and negative performance, in a solution oriented manner

A bit about us

Postmates is changing delivery for good. While you may know us as the clever brand loved by celebrities and millennials, we are so much more. We are industry-first leaders in the modern logistics space, creating groundbreaking tech products that positively impact millions of customers, merchants and gig-economy workers as well as the underserved in the communities where we work. How will you help us change delivery for good?

 

Benefits

Postmates has your back. In our impact-first work environment, we value huge company vision. As you strive to build the future with us, we’ll support you with a competitive rates and equity plan, along with access to our 401k plan and robust benefits including: health benefits, flexible paid time off, parental benefits, and food perks.

 

Postmates is proud to be an equal employment opportunity and affirmative action employer. Qualified applicants at Postmates are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

 

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Location

Our office is just steps away from where all the tech, artistic, and cultural happenings are, including SF MOMA, Moscone Center, and so much more.

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