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:

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.

What You'll Do

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

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

3. Analyze customer data to identify trends and opportunities for growth

4. Develop and implement strategies to increase customer satisfaction and loyalty

5. Manage customer accounts and ensure timely payment of invoices

6. Monitor and report on customer feedback, trends, and insights

7. Handle customer inquiries and complaints in a professional and timely manner

8. Work collaboratively with other teams to ensure customer satisfaction

Basic Qualifications

1. 2+ years experience in customer success or strategic account/partner management

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

Preferred Qualifications

1. 3+ years experience in Account management, strategy, and/or operations

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

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

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

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