Note: The job is a remote job and is open to candidates in USA. DoorDash, Inc. is launching a new software-as-a-service business unit focused on providing products and services for merchants. The Platform Implementation Manager is responsible for ensuring a seamless onboarding experience for merchants transitioning to the Client Commerce Platform, coordinating with internal teams, and providing ongoing support.
Responsibilities
- Work closely with the sales and account management teams to set up merchants for success from day one
- Set up kickoff calls and project manage the implementation of online ordering, mobile apps, loyalty, and gift card programs for our merchants
- Coordinate with several internal teams to ensure merchants are using our products as soon as they sign up
- Perform technical troubleshooting of issues (within merchants' websites and internally)
- Educate our merchants on our products: answer “how to” questions, proactively guide and educate them through the transition and setup process, and provide operational support during the initial weeks of our products' usage
- Collect and register feedback from merchants on our products
- Drive merchant onboardings & implementations with clear, concise communication
- Deliver strong presentations and handle merchant frustrations with grace and support
- Train our merchants on the client's Online Ordering product and functionality
- Leverage your tech-savviness and curiosity to troubleshoot merchants' technical issues
- Become a product expert and cross-functional subject matter expert on Online Ordering
- Collaborate and support our sales and account management teams with their merchant implementation challenges
- Share product and operations feedback with our team on a regular basis to share our team’s trajectory and product offerings
- Meet our team's high bar of internal and external service and timeline goals
- Highlight opportunities for leadership to improve team workflows and merchant success
- Achieve immediate results and adapt to an evolving work environment
- Look for ways to improve and want to shape the direction of the company
Skills
- Bachelor's degree or equivalent work experience
- 3-5 years of work experience in onboarding, implementation, project management, and/or account management
- Able to complete tasks accurately, effectively, and on time with superb attention to detail
- Experience working successfully cross-functionally with individual contributors
- Excellent external and internal customer presentation and communication skills
- Tech-savvy: you are curious and able to dig into technical issues and troubleshoot merchant issues before escalating them to engineering
- Fluent in Chinese or Spanish
Benefits
- Remote
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