About the Role

The Customer Success Specialist at Uber Eats is integral to our success in the Baltimore and Virginia markets, focusing on nurturing and expanding our relationships with small-to-medium-sized business (SMB) merchants. This role demands a strategic approach to enhancing partner retention, maximizing revenue, and ensuring overall success on our platform. Fluency in Mandarin is preferred, enabling better engagement with a diverse merchant base.

What You’ll Do

• Strategic Account Leadership: Oversee a significant portfolio of SMB accounts, providing strategic guidance and serving as the primary point of contact.
• Enhance Performance and Retention: Evaluate accounts regularly against performance metrics to identify risks and opportunities; devise strategies to boost retention and partner satisfaction.
• Revenue Growth and Expansion: Actively explore opportunities to grow business through upselling and cross-selling, ensuring alignment with partner needs and our service offerings.
• Develop Strong Partnerships: Build and maintain relationships with key decision-makers within each account to solidify Uber Eats as their delivery platform of choice.
• Influence Product Enhancements: Relay partner feedback to internal teams to inform product development and service improvements that respond to market demands.
• Ambassador for Brand and Mission: Represent the values and mission of Uber Eats in all interactions, reinforcing our leadership in the delivery market.

Basic Qualifications

• 1+ years of professional work experience

Preferred Qualifications

• Multilingual: Fluency in Mandarin is highly preferred to effectively communicate with a diverse client base.
• Proficiency in Salesforce
• Advanced Data Skills: Proficient in analyzing complex data sets with Excel/Google Sheets and Salesforce to inform strategic decisions.
• Leadership Qualities: Demonstrated ability to lead initiatives, mentor peers, and influence outcomes across functional teams.
• Superior Communication: Outstanding ability to communicate complex concepts clearly and persuasively across diverse audiences.
• Problem Solving: Skilled at resolving complex customer issues, enhancing customer satisfaction, and fostering client retention.
• Attention to Detail: Exceptional organizational skills with the capacity to manage multiple priorities and accounts effectively.
• Proactive Approach: Strong initiative to proactively address client needs and develop innovative solutions to enhance partner success.

For Washington, DC-based roles: The base hourly rate range for this role is USD$35.58 per hour - USD$37.50 per hour.

You will be eligible to participate in Uber’s bonus program, and may be offered 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.

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.