About the Role
Uber Eats is an on-demand app and website that helps bring millions of people around the world the things they want, at the tap of a button. We partner with over 46,000 restaurants and merchants in more than 330 cities across the UK and Ireland. From specialty local favourites to national brand names, groceries to household essentials and more, Uber Eats has what you want when you want it-with an average delivery time of 30 minutes.
Uber Direct is our Delivery-as-a-service product which enables restaurants, grocers and retailers to unlock last mile delivery for their customers via their app or website by utilising our network of delivery partners.
As a Customer Success Manager II, you will be responsible for driving Direct long-term commercial relationships with restaurants in the UK. You will collaborate with brands to help them grow their business sustainably whilst delivering the best experience to our users. This role calls for a combination of relationship management, business strategy, operational excellence and problem solving. You should be comfortable in an "all hands on deck" environment, love solving problems, thrive in a startup culture, and above all be passionate about our product and partners.
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What You Will Do
- Build and maintain strong relationships with customers
- Acts as primary owner of customer health (e.g. improving defect rate, order reject rate, time open for orders on platform : business open hours ratio, monitoring efficiency of ad spend, etc.)
- Proactively engage with customers to ensure their satisfaction and success
- Advocate for customer needs in product development and service improvements. Coordinate with internal teams to address customer concerns or issues.
- Identify potential issues before they escalate
- Monitor relevant customer metrics and account health, product usage and adoption rates, customer goals and outcomes, etc.
- Conduct regular account reviews (e.g., Quarterly Business Reviews) in partnership with Account Manager
- Conduct presentations on product value and ROI to stakeholders
- Identify opportunities for account expansion
- Recommend additional products or services that align with customer needs
- Support the sales team in securing renewals and upgrades
Basic Qualifications
- 4+ years of customer or client facing experience ideally in account management, or consulting. Previous experience setting and achieving business targets
- Analytical skills: Comfortable with SQL and data analysis, excel, presenting findings and recommendations. Data driven decision making mentality and sound business judgment through strong analytical thinking.
- Commercial acumen: Understanding of how businesses and organizations work and how to navigate a partner's business
- Communication: Excellent communication skills and the ability to manage diverse stakeholders across businesses and levels.
- Project management: Able to create meticulously detailed execution plans for large-scale projects (eg. launching a new product, onboarding a major enterprise) and then deliver them to plan regardless of any surprises or ambiguity along the way
- Stakeholder management: Experience working with cross-functional stakeholders, e.g., commercial, analytics, technical, legal teams
- Highly autonomous, self-starter, comfortable with ambiguity: Able to come up with new ideas and execute them autonomously
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.