Customer Success Manager

  • Remote
  • Full Time
  • Mid Level

As a Customer Success Manager, this individual will provide operational oversight on our local market driven initiatives. This role will liaise between our local Market Operators and the internal Operations team, meeting with Market Operators on a regular cadence to ensure operational KPIs are met, and to handle the needs and requests of operators. 

 

This role will focus on building stronger relationships with our existing network of Market Operators and will include re-evaluating how we communicate to and with them.  This individual will identify and coordinate new processes to roll out new initiatives at scale across multiple markets.  The Customer Success Manager  will also be responsible for coordinating services to add value for our local  partners. They will provide valuable market feedback to our internal Product and Operations teams.
 

RESPONSIBILITIES

  • Coordinate with local MOs (Market Operators) by scheduling weekly, biweekly, monthly or quarterly meetings 
    • Review KPIs and create appropriate action items for MOs
    • Document meetings and progress on on Ops related initiatives 
    • Become familiar with the markets and help MOs plan and execute localized events 
  • Collaborate with Marketing to promote and expand delivery.com’s existing merchant network
  • Improve Driver relations
    • Monitor driver supply by market and coordinate with MarketOps to acquire and retain drivers where necessary 
    • Interface with MOs to active driver ads 
    • Coordinate with Marketing and identify stakeholders to roll out a driver affiliate program 
    • Coordinate driver meal program
  • Maintain and create Market Operator and merchant related content and workflows
  • Coordinate with MarketOps to roll out email notifications across Help Desk submissions 
  • Track product engagement rates by market (ex. Looker, Helpdesk)



 

REQUIREMENTS

  • 3-5 years experience in customer success
  • Bachelor’s Degree is preferred
  • Exceptional writing and editing skills
  • Strong leadership and motivational skills                                                                                        
  • Experience with Google Drive/Google docs
  • This position is a blend of mid-shifts and late shifts. Saturdays and Sundays are required. Shift flexibility is also required for holidays.
  • This is a full-time position, compensated at market competitive rates, and includes full benefits and 401(k)
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