Associate Customer Success Manager

Uber • New York, NY • 7h ago

About the Role

Uber Direct is a new business that focuses on last-mile delivery across all verticals - Online Food Delivery, Grocery, Retail, E-commerce - empowering merchants to deliver orders generated on their own channels (outside of Uber's marketplaces) with the most convenient experience. Direct is rapidly growing the ways in which Uber connects the world.

We have developed partnerships with Merchants across a variety of retail verticals including Grocery, Convenience, Pharmacy, Apparel, Electronics, and many more. All this to say, we are seeking a Strategic Account Manager to join our growing Account Management Team!

As a Strategic Account 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:

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.

What You'll Do

Build and maintain strong customer relationships through proactive communication and customer service

Work with customers to understand their needs and develop customized solutions tailored to their goals

Analyze customer data to identify trends and opportunities for growth

Develop and implement strategies to increase customer satisfaction and loyalty

Manage customer accounts and ensure timely payment of invoices

Monitor and report on customer feedback, trends, and insights

Handle customer inquiries and complaints in a professional and timely manner

Work collaboratively with other teams to ensure customer satisfaction

Basic Qualifications

2+ years experience in customer success or strategic account/partner management

Growth mindset; willingness to work with uncertainty and in a fast-moving environment

Preferred Qualifications

3+ years experience in Account management, strategy, and/or operations

Previous experience working with platform partners to drive onboardings and growth;

Strong attention to detail and analytical; with excellent communication and interpersonal skills; and

Undergraduate degree (i.e. BA/BS) preferred

For Chicago, IL-based roles: The base salary range for this role is USD$62,500 per year - USD$69,250 per year. For Dallas, TX-based roles: The base salary range for this role is USD$62,500 per year - USD$69,250 per year. For New York, NY-based roles: The base salary range for this role is USD$69,500 per year - USD$77,000 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$69,500 per year - USD$77,000 per year. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered sales bonuses & other @types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform

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