Manager, Account Management

Job Description

WHO WE ARE

Postmates enables anyone to have just about anything on-demand. We pioneered the on-demand space and currently serve 4000+ cities with a fleet of more than 400,000 Postmates and the largest network of merchants in the US. We’re changing the landscape of commerce by making cities our warehouses, providing the delivery infrastructure, and connecting our customers to any product, anywhere, anytime. Postmates isn’t just an app, it’s a way of life and a part of pop culture. We are the O.G. of on-demand and we’ve given people a new superpower — the ability to Postmate anything from anywhere. We’re building a movement to make Postmates a verb: Postmate it.

WHAT WE DO

Our Merchant Partners are critical to the success of Postmates. As a Team Lead on the Regional Account Management team you will be focused on enabling businesses, specifically accelerating the performance of our top regional accounts month over month. Hiring, retaining, engaging, mentoring, and coaching a team of high output account managers will be the core duty.. 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 service. 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. 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:

• 4 + years experience in customer success & account management.
• 2+ years of mid market 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.