Account Manager

Lula Commerce is seeking to add an Account Manager to our Account Management team to serve the expanding number of convenience and retail chains who are partnering with Lula to enable online pick-up and delivery and execute their overall digital commerce strategy. This is a full time position that will report directly to the Director of Account Management and require direct customer facing interactions as well as collaboration with other internal Lula departments.

Responsibilities

• Client Relationship Management - Build and maintain strong relationships with partner POCs by delivering actionable insights, problem solving and increasing revenue.
• Onboarding New Partners - Facilitate the onboarding process for new location, guiding them through the setup and optimization of their online presence.
• Revenue Growth:** Collaborate with partners to identify opportunities for revenue growth, including upselling additional services or features offered by Lula.
• Performance Analysis - Monitor and analyze partner performance metrics, providing insights and recommendations to optimize sales and customer satisfaction.
• Issue Resolution - Act as the primary point of contact for partner inquiries, concerns, and escalations, ensuring timely resolution of issues.
• Market Insights - Stay informed about industry trends, competitor activities, and market dynamics, and leverage this knowledge to support partners in maximizing their success.
• Training and Support - Provide training and support to partners on using the platform effectively, including best practices for menu management, order fulfillment, and customer service.
• Collaboration - Coordinate with internal teams such as sales, marketing, and product development to support partner initiatives and address their needs effectively.
• Feedback Collection - Gather feedback from partners regarding platform functionality, user experience, and service quality, and communicate this feedback internally to drive continuous improvement.
• Internal Meetings - Participate in regular Account Management team meetings and weekly 1:1 with Director of Account Management

• Industry Knowledge - Strong understanding of the online delivery market, including key players, trends, and challenges.
• Communication Skills - Good verbal and written communication skills, with the ability to effectively interact with diverse stakeholders.
• Customer Focus - Demonstrated commitment to providing exceptional customer service and building long-term relationships with partners.
• Problem-Solving Skills - Ability to identify issues, propose solutions, and navigate complex situations in a fast-paced, dynamic environment.
• Team Player - Collaborative mindset with the ability to work effectively within cross-functional teams and contribute to collective goals.
• Tech-Savvy - Comfortable using digital tools and platforms, with the ability to quickly learn and adapt to new technologies.
• Organizational Skills - Strong attention to detail and the ability to manage multiple tasks simultaneously while meeting deadlines.