Senior Customer Success Manager, Uber Direct Enterprise Restaurants

About The Role

Uber Direct is one of Uber's fastest growing businesses, enabling merchants to unlock last-mile delivery for their customers via their owned and operated channels (outside of the Uber Eats marketplace). We have developed strategic partnerships with key Merchants across Restaurants, Grocery, Convenience and Rx verticals and are seeking a Senior Customer Success Manager to join our growing team!

Role

As a Senior Customer Success Manager, you will serve as a trusted partner to our Enterprise Restaurant 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, this role is for an individual who:

• Part Operator Part Strategist: You see the forest from the trees. You have the ability to get into the weeds with senior clients while also establishing a vision for both their and our growth.
• 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 its internal leadership or a merchant executive, you voice your opinion for the betterment of the team; and
• Demonstrates Empathetic Leadership: You understand the importance of diversity in the workplace and are able to foster connections with your peers by putting people first and building personal relationships.
• Passionate Storyteller:You understand the value of narrative building and data-driven communications and enjoy using these tools to create mutually beneficial outcomes for Uber and our partners
  
  

What the Candidate Will Do

• Own and manage a portfolio of top partners; establishing key relationships with senior leaders enabling the growth of their business and improvement of their operations;
• Act as the partner's point of contact handling inquiries, resolving conflicts, and providing solutions in a timely manner;
• Providing new service and product offerings to partners to grow Uber's relationships;
• Engage with your portfolio and work cross-functionally with internal teams to identify and drive growth opportunities to build better features and products;
• Set and track account KPI targets in a QBR context (including expansions, rollouts, and new partner initiatives);
• Collaborate with leadership to set organizational strategy, and rapidly execute against it; and
• Travel up to 20% per quarter surrounding recurring Business Reviews / Partner syncs and conferences, as needed
  
  

Basic Qualifications

• At least 5 years full time work experience, ideally in account management, management consulting or strategic operations - at least 3 years in customer-facing roles
• Strategic relationship management experience
• Bachelors Degree
  
  

Preferred Qualifications

• Thrives in a fast paced, growth focused environment;
• Demonstrated history of relationship-building with executive stakeholders with white-glove service delivery
• Experience supporting technical products and teams;
• Strong problem solving skills; ability to roll up your sleeves, get into the weeds of something and summarize your findings into key recommendations;
• Excellent data storytelling and relationship building skills;
• Highly creative; passion to change and revolutionize the delivery industry
  
  

For Boston, MA-based roles: The base salary range for this role is USD$140,000 per year - USD$155,000 per year. For Chicago, IL-based roles: The base salary range for this role is USD$140,000 per year - USD$155,000 per year. For New York, NY-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits., For Boston, MA-based roles: The base salary range for this role is USD$140,000 per year - USD$155,000 per year. For Chicago, IL-based roles: The base salary range for this role is USD$140,000 per year - USD$155,000 per year. For New York, NY-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.