Customer Success Manager, Uber Direct

About the Role

Uber Direct is changing the way delivery is done around the world by allowing brands to leverage Uber's fleet to offer same day delivery to their customers through their existing websites or apps. Our restaurant partnerships are growing rapidly and we are looking for a Customer Success Manager to help launch and expand our Direct business.

As a 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. 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 its 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 are able to foster connections with your peers by putting people first and building personal relationships.

• Own and manage a portfolio of top Merchant Partners on Uber; focusing on growing their business, improving their operations and making them advocates;
• Act as the partner's point of contact handling cross functional improvements, product features, inquiries, resolving conflicts, and providing solutions in a timely manner;
• Work cross functionally with Ops and Product to identify and drive opportunities for growth and assist with expansions, rollouts, and new partner initiatives;
• Setup and track account KPI targets (i.e. weekly, monthly, and quarterly) in a MBR, QBR context;
• Collaborate with Uber Direct leadership to set organizational strategy and build and operationalize critical business processes
• Travel up to 20% per quarter surrounding recurring Business Reviews / Partner syncs as needed.

• 4+ years of full time experience, ideally in customer success or strategic account/partner management
• Familiar with managing partnership from onboarding to expansion and beyond
• Strong attention to detail and analytical; with excellent communication and interpersonal skills

• 2+ years experience in management consulting, strategy and/or operations;
• Previous experience working with restaurant partners to drive onboarding, growth and expansion
• Undergraduate degree (i.e. BA/BS).