UrbanPiper - Technical Account Manager

About UrbanPiper

UrbanPiper is a B2B SaaS platform helping restaurants in digital transformation. With our offering restaurants can manage/automate their online presence be it on their own websites/apps or any of the leading food delivery platforms - Zomato, Swiggy, Amazon Foods, Deliveroo, Talabat, Hunger Station, Jahez, etc. in the simplest manner.

At present, we are processing nearly 3 million transactions every month and partnered with 12,000+ restaurants across India and the Middle-East. The most defining aspects of our work are related to - consistency, reliability, scalability, and agility. We make use of a wide variety of technologies and process significantly large amounts of data on a daily basis.

We make use of a wide variety of technologies and process significantly large amounts of data on a daily basis. UrbanPiper Account Management team is responsible for ensuring the success of the customers.

This role is responsible for managing deliverables for key customer accounts live on UrbanPiper platform to ensure the highest levels of customer satisfaction. The ideal candidate will be skilled in building strong customer relationships, passionate about product technology, have exceptional communication skills, and a passion for contributing to great customer experience.

You will :

- Develop and nurture an in-depth understanding of the product suite offered to clients

- Work with different internal and external teams and stakeholders to streamline merchant on-boarding

- Establish and sustain strong relationships with clients and strive towards enhancing their overall operational and business performance

- Work closely with Customer Support to facilitate issue resolution, identify patterns in operational challenges and drive measures for issue reduction

- Coordinate and engage with multiple stakeholders within the client's organization (IT, Marketing, Operations, etc.) as well as client partners (POS, aggregators) to address operational and business requirements

- Facilitate discussions and drive for adoption of client's feature requirements; analyze and collaborate with internal and external teams with the aim to enhance client's experience with the products and services offered

- Contribute towards the team's functional growth and efficiency by identifying areas to streamline internal processes, contributing towards documentation and nurturing knowledge sharing

We are looking for someone who has:

- 2 years prior experience in Customer Success/Account Management/Strategy or Relationship Management (SaaS experience preferred)

- Strong language proficiency - English (Verbal and Written)

- Passion for delivering customer success, with a strong interest in taking ownership, advocating for clients and delivering long term value

- Strong interpersonal skills and ability to collaborate and communicate with various cross-functional teams to provide business and tech solutions

- Ability to analyze and imbibe information on new products, tools, and technology

- An ability to clearly and tactfully articulate problems and resolutions

- Proficiency with Microsoft Office, G-Suite and other related tools

Nice to haves :

- Previous experience in a fast-paced and dynamic work environment

- Experience working in the F&B ecosystem

- Brief understanding of API integration

- Experience with CSM, Github, Postman, and Kibana