Associate Customer Success Manager, Uber Direct

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 own ecommerce channels (outside of the Uber Eats marketplace).

We have developed strategic partnerships with key Merchants across Grocery, Convenience and Rx verticals and are seeking an Associate Customer Success Manager to join our growing team!

As an Associate Customer Success 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. Part Operator Part Strategist: You see the forest from the trees. You have the ability to get into the weeds with your clients while also establishing a vision for both their and our growth.
2. 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;
3. 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
4. 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.

• Own and manage a portfolio of top partners; establishing key relationships 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;
• 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 as needed

• 2+ years of full time experience in customer success or strategic relationship management
• Bachelors Degree

• 3+ years experience in management consulting or strategic operations
• Thrives in a fast paced, growth focused environment;
• Strong problem solving skills; ability to roll up your sleeves, get into the weeds of something and summarize your findings into key recommendations;
• Excellent storytelling and relationship building skills;
• Previous experience managing large enterprise accounts; and
• Highly creative; passion to change and revolutionize the delivery industry