Customer Success Manager, Uber Direct South Africa

About the Role

Our Customer Success Managers are critical to the success of Uber Direct, and we need a strong, dedicated CSM to support and grow their business on our platform. You will be part advocate, part detective, and use data-driven recommendations to support your portfolio of top-tier partners. We are seeking an individual who can work collaboratively with sales, operations, and technical counterparts to unblock the needs of partners.

You will succeed in this role if: you find focus in fast-paced environments; you are a coach at heart; you possess an insatiable appetite to continuously learn and teach.

What You'll Do

• Own and manage a portfolio of top Platform Partners on Uber Direct; focus on growing their business, improving their operations and making them advocates
• Assist with expansions, rollouts, and new partner initiatives to drive growth on Uber Direct
• Set and track account KPI targets, weekly, monthly, and quarterly in a MBR, QBR context
• Work cross functionally with teams to identify and drive growth opportunities
• Engage with your portfolio to understand opportunities for our product team to build better features and products
• Act as the partner's point of contact handling inquiries, resolving conflicts, and providing solutions in a timely manner
• Lead cross-functional improvements in order to ensure we have the best customer experience in the industry
• Collaborate with leadership to set organizational strategy, and rapidly execute against it.

• 3+ years experience in customer success or account/partner management
• Previous experience working with platform partners to drive onboarding and growth
• Strong attention to detail, organized, and analytical; with excellent communication and interpersonal skills
• Previous Restaurant or Retail experience
• Knowledge of CRM software like Salesforce
• BA/BS Degree
• Analytical Thinking: Analytical skills and ability to extract trends and insights from customers data. Executive Presence and ability to engage with multiple stakeholders.
• Business Acumen: Good with articulation, communication, presentation and interpersonal skills, with the ability to identify and provide comprehensive solutions for varying customer needs.
• Data Insights: Ability to use insights and data-driven decision making to inform the sales process. Develop sales strategies and market pitch to respond to a dynamic market landscape.
• Stakeholder Management: Collaborate cross-functionally to build efficiencies, elevate customer experience and share knowledge, communicate and collaborate with Uber teams around the globe.