About The Role
As a Customer Success Manager (CSM), you will play a critical role in ensuring merchant success. This role is 70% focused on optimizing operational health (including a combination of operational efficiency, customer experience, and financial health), and 30% on enabling and driving revenue growth by supporting upselling and cross-selling efforts (identifying and proposing growth opportunities) of our GDP Accounts & Account Managers. Global Delivery Partnerships teams manage our largest global restaurant partners such as Starbucks, RBI, Subway, and Domino's. In this role you will collaborate closely with GDP Account Managers across RoEMEA, to analyze merchant performance, provide financial modeling support for negotiations, identify operational pain points, and scale best practices across the region (14 countries). You will also work closely with internal partners across Product, Engineering, Marketing, Operations, Legal and Finance.
What You'll Do
- Bring your analytical A-game. Build business models and conduct analyses with Ops, Data Science, and Finance to uncover trends, generate insights, and measure impact.
- Develop and execute partnership strategy. Hold internal teams accountable to agreed-upon KPIs and targets.
- Expand product adoption. Communicate the value of our newest products creatively to differentiate our offerings.
- Drive operational initiatives. Lead key workstreams in collaboration with cross functional teams to drive growth, operational improvements, and increased merchant satisfaction.
- Collaborate cross-functionally. Act as the voice of the customer while effectively navigating internal processes alongside Product, Marketing, Operations, Legal, Finance, and other teams.
- Balance big-picture thinking with attention to detail. Stay organized and timely to ensure nothing is missed, while also contributing strategically to the growth of our partnerships.
- Think critically and solve problems creatively. Navigate negotiations, challenging partner conversations, and internal roadblocks with poise and adaptability.
- Stay informed. Remain up to date on industry trends and become a true student of the GDP partners.
Basic Qualifications
- Minimum of 5-6 years full-time professional experience
- Experience in a client-facing role working with large enterprises & Global partnerships
- Bachelor's Degree
Preferred Qualifications
- Experience in food delivery and/or third-party marketplaces at a high-growth tech company
- Ability to build and implement joint business plans, prioritizing initiatives that will drive strategic value for the partnership
- Ability to flex your analytical skills and use data to influence decision makers and quantify opportunities
- Speed, resourcefulness, and go-getter mentality. You are comfortable working in a fast-paced environment, navigating ambiguity, and solving problems quickly
- Strong stakeholder management and communication skills
- Excellent listening, communication, negotiation, and organizational skills
- Coachability, interest in implementing feedback, and dedication to the improvement of your craft and our team's development
