At Coco, we’re dedicated to perfecting the last-mile delivery experience.
We strongly believe the delivery service industry in its current state is massively under-serving merchants, and we are committed to creating a frictionless, reliable, consistent, and sustainable delivery experience for merchants and their customers in cities everywhere.
Merchant Success Managers are management consultants, relationship managers, and problem solvers who work directly with the management at each of our merchant partners to help their business grow.
In this role, you will ensure that merchants are experiencing a massive improvement in every aspect of their delivery experience from day one.
Everything you do directly advances Coco’s core mission: to provide the industry-best delivery experience to our merchant partners.
As a Merchant Success Manager, you’ll learn each merchant’s business, proactively identify opportunities to help them grow, and head off potential problems before they start.
You’ll work together with Coco’s sales, operations, product, and government relations teams to gather data, identify opportunities, and solve problems.
You’ll need to have effortless interpersonal skills and solid analytical chops.
You’ll also need to be a good project manager with the leadership skills and EQ to marshal the right resources within the Coco team.
Responsibilities
- Build strong consultative relationships with the management and team at our merchant partners
- Understand the business and primary motivations of each partner
- Use data to identify opportunities to help our partners grow and identify potential problems before they happen
- Engage in consultative selling when it benefits the partner
- Work with the merchant and the Coco team to resolve merchant concerns quickly and permanently
- Identify opportunities to improve the Coco product and work within the Coco team to make those improvements a reality
- Work with the sales and operations team to onboard and train new merchants
Qualifications
- 2+ years of experience in a role requiring relationship-building
- Empathy for small business owners.
Hospitality experience (especially restaurant management) is a major plus
- Professional experience engaging in first-principles problem-solving: you know how to identify root causes, and you work quickly towards realistic solutions
- Track record of leading cross-functional initiatives, hitting goals, and succeeding.
You’re great at influencing people within the organization to get things done
- Well-developed foundation in analytics: comfort with basic modeling
- You have a natural interest in technology: you’re great at thinking critically about how our technology can integrate with our partners’ delivery tech ecosystem