Sr Customer Success Manager, Uber Direct
About The Position
As 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: 1. 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. 2. 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; and 3. Demonstrates 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.
Requirements
- 5+ years of experience in customer success, strategic account/partner management, business development, or account management
- Undergraduate degree (i.e. BA/BS)
Nice To Haves
- 2+ years of experience in management consulting, strategy, and/or operations
- Strong attention to detail and analytical, with excellent communication and interpersonal skills
- Previous experience working with platform partners to drive onboardings and growth
- A storyteller, adept at crafting a narrative to align with partner and Uber goals
Responsibilities
- Drive 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:
- Onboarding
- Merchant escalations
- Adherence 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)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Transit and Ground Passenger Transportation
Number of Employees
5,001-10,000 employees
