Sr Customer Success Manager, Uber Direct

Job Description

About the roleAs a Sr. Customer Success / Account Manager, you will serve as a trusted partner to our Merchant Partners, developing long-lasting relationships to support and grow their business on our platform. You will work collaboratively with sales, operations, product and other technical counterparts to develop, implement and automate critical business processes to better manage the day-to-day performance of our merchants.

At its core, we are seeking an individual who:Remains Calm, Cool & Collected: You find focus in fast-paced, sometimes ambiguous environments. Whether it’s a new challenge for you or the organization, you welcome them with open arms. Challenges the Status Quo: You possess an insatiable appetite to solve strategic problems by quickly getting to the core of an issue through investigation, data, and analysis. Whether it’s internal leadership or a merchant executive, you voice your opinion for the betterment of the team; andDemonstrates Empathetic Leadership: You understand the importance of diversity in the workplace and can foster connections with your peers by putting people first and building personal relationships.

What You’ll DoDrive customer success by managing all aspects of merchant operational health within existing accounts (70%) and enabling upselling/cross-selling to drive revenue growth (30%)Own and manage day-to-day specialized product opportunity, including:OnboardingMerchant escalationsAdherence to performance metrics (i. e.

reliability KPIs)Adherence to unit economics (i. e. CPT/VC)Continued growth and expansion (i.

e. trips/GBs/additional stores)Product feature inquiries (i. e.

scoping, sizing)Basic Qualifications5+ years of experience in customer success, strategic account/partner management, business development, or account managementUndergraduate degree (i. e.

BA/BS)Preferred Qualifications2+ years of experience in management consulting, strategy, and/or operationsStrong attention to detail and analytical, with excellent communication and interpersonal skillsPrevious experience working with platform partners to drive onboardings and growthA storyteller, adept at crafting a narrative to align with partner and Uber goalsFor Chicago, IL-based roles: The base salary range for this role is USD$136,000 per year – USD$151,500 per year.

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