Key Accounts Associate, New York

About the Role

The Key Accounts Associate (KAA) will play an integral role in the Delivery Key Accounts team of NYC, delivering an outstanding merchant support experience to a portfolio of our highest priority restaurant partners. The focus of our Key Accounts program is to drive business growth and innovation with our restaurant partners, expanding our business together in mutually beneficial ways. In conjunction with the Senior Key Account Managers (KAM's), the Key Accounts Associate strives to deliver a world-class white glove merchant experience. This includes but is not limited to, deploying marketing campaigns to drive revenue growth, helping merchants onboard new locations as they expand their their footprint, working closely with merchants to help them elevate the way they manage their delivery business in their restaurant, answer their operational or technical questions and work hand in hand to solve complex operational problems.

A successful Key Account Associate deeply understands our restaurant partners; is highly collaborative; is proactive and responsive in working with stakeholders across the restaurant partner organization and across Uber; identifies improvement opportunities and makes recommendations; is able to prioritize a number of demands and tasks across a variety of partners at once; is detail oriented, trusted and reliable when working with partners.

1. Work alongside a 3 Key Account Manager's (KAM's) to provide an outstanding customer experience to our restaurant partners and drive shared business growth within our highest value partner segment
2. Advance the strategic priorities of a portfolio of merchant partners by coordinating performance improvement projects with merchants
3. Engage with HQ and their store network to increase store activations
4. Build trust with multiple stakeholders across the restaurant partner's corporate and store network
5. Interpret through data analysis, opportunities and threats to the restaurant partners business, and provide recommendations internally and externally to drive operational excellence within the partnership
6. Provide rapid response and resolution of customer requests and questions. Manage a high volume of HQ, store and franchisee interactions in an efficient, organised and professional manner
7. Identify opportunities to improve the restaurant experience and success and work cross-functionally to achieve this
8. Help KAM's to prepare materials for restaurant business reviews. Coordinate meetings and stakeholders
9. Continuously challenge ways of working with the end goal of improving the Key Account Associate function

1. Bachelor's Degree and/or extensive Customer Service experience
2. 2+ years of customer or partner facing experience, including a track record of outperforming metrics-based business goals.
3. Customer Empathy - A customer first, customer always mindset and a passion for working directly with customers.
4. Highly organised, proactive, responsive and efficient. Detail-oriented and results focussed with a passion for project management.
5. Strong professional verbal and written communication. Ability to be credible with senior audiences.

1. Commercial acumen. Understanding of how businesses and organizations work and how to navigate a partner's business
2. Prioritization Skills. Quickly execute on business priorities in a fast moving commercial environment