Account Management Lead, SMB

Tokyo/Osaka/Sapporo/Sendai/Hiroshima/Fukuoka

*Required to travel about once per month.

Role background
The Customer Success Team was launched in October 2021 to maximize revenue growth and create a growing partner portfolio. We currently have thousands of restaurant partners from over 40 cities nationwide on our platform. The Customer Success team guides the company in identifying what it takes for restaurant partners to be successful on our platform. This requires looking at all of the restaurant partners, users, and courier partner operations to get a 360-degree view of the business. This team will continue being innovative, constantly improving our approach to customer success by introducing new products and ways to promote our restaurants and staying up-to-date on the latest industry news. As a result, we will deliver on our promise to create a better city by enriching and growing local communities. The Customer Success team consists of three main teams: the Restaurant Business Strategy/Development team, which develops business strategies and new revenue streams for merchants; the Account Management team, which plans and proposes ways to improve restaurant partners' performance; and the Customer Success team, which manages and manages existing restaurants; Restaurant Operations team shares Wolt's data-driven know-how to help partners operate better.

What you will be doing

• As a lead of account management unit under customer success and revenue enablement, the account management lead will manage the team, driving revenues, account expansion, and marketing activities with our partners

• Foster a culture that is people first through coaching, training, hiring, and developing talent

• Building upon the framework we have for successful account management processes for a fast-growing organization 

• Lead the effort to improve quality and satisfaction metrics of our partners and users, consisting of activities such as Menu consultation, Marketing campaigns, App visibility, and User satisfaction scores

• Work cross-functionally with Marketing, Operations, Acquisitions, and Strategy in order to build a 360 playbook in growing our key city success metrics

• Learn best practices from the other Countries’ Wolt operates in, and implement best practices that makes sense for the Japan market

• Get your hands dirty - we believe in leading by example and action with a will to learn

• 8+ years of experience in managing a team in Account Management or Client Success

• 5 + years of experience in people management

• Extensive experience in account management / client success, interpersonal skills with the ability to negotiate and move forward complex relationships including C-suite executives

• Proven track record as an individual contributor in management/client success

• Analytical and critical thinker with the ability to dissect data and make informed decision to put data into action

• Experience in fast-growing environments and scaling a team 

• Knowledge and passion for the Restaurant and Service industry with a service-oriented mindset 

• Available to travel 

• Fluent in Japanese and English

What you’ll get by joining us

• Opportunity to be part of building something exceptional, in an international environment
• Lots of learning and growth in a globally scaling tech company
• Competitive salary + stock options available

Please note that we do not accept applications sent by mail. You should submit your application through our careers website!