Strategic Implementation Lead, UBER for Business

3 weeks ago

Sydney, Australia Uber Full time

**About the Role**:
We're looking for sharp, highly motivated individuals to join our U4B Strategic Accounts Team. As a Strategic Implementation Lead, you'll work efficiently and effectively with our most strategic growth customers and be responsible for the successful and seamless launch of our customers adopting and expanding their APAC footprint on the platform. You'll support our strategic pod teams to drive revenue growth, operational excellence, and second to none customer service.
- Work with U4B customers across APAC, with an aim of improving adoption, usage, customer satisfaction. Traveling to customer locations across the region may be required.
- Work with U4B customers in APAC and internal teams to closely understand the needs and goals of each customer. Coordinate and execute a seamless launch that maximizes employee adoption and usage.
- Deeply understand U4B's products and solutions and navigate internally to gather knowledge of broader Uber products and solutions as needed for customer enablement and growth.
- Define objectives and align with customers on employee adoption goals. Set and manage timelines with customers for implementation and communicate regularly and also be able to take on additional projects without loss in productivity.
- Own customer onboarding in the launch phase both operationally and strategically: create, set up and plan the implementation of new accounts whilst looking for early upsell and expansion opportunities.
- Create new company profiles, assist with the setup of API, SFTP, and expense integrations and submit Monthly Billing Applications to Finance.
- Run in person and video demonstrations and training with customers on how to navigate the U4B experience.
- Execute basic initiatives to increase adoption and utilization and curate new documentation to support their education to their teams.
- Work with customers to confirm they've whitelisted Uber domains prior to launch. Attend in-person meetings which are facilitated by the Account Executive or Account Manager.
- Ability to speak to deal pipeline and prioritization. Ability to demonstrate launch methodology and strategy with customers and with internal teams.
- Resolve complex issues using existing resources and internal relationships with stakeholders and lead training or information sessions on your experiences with internal teams.Think critically, to determine possible solutions to more abstract issues.
- Uses basic data to provide clients with proactive insight into their account during the customer's lifecycle with U4B. Work with the Strategic Client partner to understand the customer's health and monitor targeted metrics.
- Work with the Premium Support team to ensure that all customer support related issues are resolved quickly and escalate instances when you're concerned with resolution times.
- Facilitate and collaborate with the AE and SCP on Success plans by identifying and prioritizing the most important tasks that contribute to return on investment and retention goals.

**Basic Qualifications**:

- Locate or willing to relocate to Hong Kong or Taiwan.
- English fluency (Mandarin or Cantonese is a plus)
- A minimum of 3 years in a professional customer facing role (customer success or client onboarding skill is a plus)
- An ability to manage your time effectively whilst working with multiple customers on tight deadlines. Proactively able to prioritize high value clients whilst also thinking about strategy and process improvement.
- Outstanding communication skills, both written and verbal and strong group facilitation skills.
- Exceptional organizational skills and the ability to balance your attention to detail with swift execution - we need to do things quickly, and we need to do them seamlessly.
- Speed, resourcefulness, and a go-getter attitude. Be agile and thrive when operating in new spaces. You pick up things fast and run with them.

**Preferred Qualifications**:

- The drive to contribute to a positive team environment and collaborate by always sharing best practices and strategies with your peers.
- An intuition for people and passion for strengthening customer relationships. You're spending the majority of your time working with various teams, cultivating new relationships with potential and existing customers and stakeholders internally and externally.
- An ability to connect with the best internal teams and help clients solve their problems, and think outside the square with some of their challenges and mitigate them happening again.
- Tech-savviness. You'll be using multiple systems in your role, and Salesforce experience

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