Can an Account Manager grow communities by helping merchants thrive?

Groupon’s mission is to become the daily habit in local commerce and fulfill our purpose of building strong communities through thriving small businesses by connecting people to a vibrant, global marketplace for local services, experiences and goods. In the process, we’re positively impacting the lives of millions of customers and merchants globally. Even with thousands of employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking and celebrates success. If you want to take more ownership of your career, then you're ready to be part of Groupon.

Groupon Goods, the retail arm of our business, is a daily one-stop shop for brand-name essentials and unexpected, one-of-a-kind finds. For our merchants, this means massive exposure, smart promotion, and reliable fulfillment. For our customers, this means great deals on a variety of products ranging from electronics to clothing, home goods to beauty.

Working in Goods, you will join a retail-savvy team whose goal is to procure and provide customers with the products they want, when they want them. Within Goods, we have Goods Marketplace which consists of a set of platforms designed to bring more merchants and vendors on Groupon, greatly increasing the selection of products. As a Senior Merchant Success Specialist, you will develop the merchant marketplace presence in North America, and you thrive on working with others. Our merchant operations team provides our external merchants with day to day support as well as puts forth efforts to ensure merchant success. You will assist our merchants with product issues, internal platform issues, conduct outreach, as well as answer general account questions. You will also develop relationships with merchant partners to use Goods marketplace and improve their performance.

You'll spend time on the following:

• You will provide support to Groupon Goods growing merchant base by answering inbound questions and inquiries via customer resource management tools, chat, and phone support

• You will work with merchants to ensure that all aspects of their accounts are in peak operational performance. Ranging from order fulfillment to issue resolution and everything in between

• You will execute outlier follow-up and/or required outbound calls as required by daily reports to ensure merchants maintain required service levels

• You will train merchants on Groupon's shipping and content management portal and drive merchant compliance with confirmed shipments

• You consistently strive to improve merchant communication in the form of verbal, tickets, outreach programs, and with a focus on metric outliers.

• Drive merchant loyalty & retention through exceptional service levels

• You are responsible for review of top profit-driving merchants and keeping them at or above thresholds across operational critical metrics required within the platform

• You are delivering against metrics and merchant satisfactions to achieve optimal operational and financial performance, exceeding important metrics

• You collaborate with your peers and other stakeholders to develop self-service tools and information for distribution to Groupon’s vendor partners (eg FAQs, instructional materials, webinars, marketing materials, etc.)

• Drive merchant rehabilitation and outreach to build merchant capabilities and partnership

• Manage communication with merchants through each step of the relationship (from onboarding to performance management), ensuring an exceptional experience for the merchant and our mutual customers

• Provide updates, recommendations and areas of focus in presentations to Goods Marketplace leadership

We're excited about you if you have:

• 2+ years experience in a similar role

• Bachelor’s degree required

• Proven analytical, problem solving and customer service skills

• Self-starter, with a proven ability to successfully tackle ambiguity

• Strong desire to work in an evolving and developing team

• Excellent written and oral communication skills

• Strong relationship building and cross-functional inclusion skills

• A commitment to exceptional customer service

• Ability to drive projects to completion with minimum guidance and high attention to detail

Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We’re enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale—it’s fundamental to our company’s growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.