About the Role
As an Implementation Lead, you'll work efficiently and effectively with our high-growth customers and be responsible for the successful and flawless launch of those who are embracing the platform. You will support our Sales and Account Management teams to drive revenue growth, operational excellence, and exceptional customer service.
What The Candidate Will Do
- Collaborate with Uber for Business customers and internal teams to understand the needs and goals of each customer.
- Coordinate a seamless launch that enhances employee adoption and usage.
- Deeply understand U4B's products and solutions, navigating internally to capture broader Uber products and solutions necessary for customer enablement and growth.
- Define objectives and align with customers on employee adoption goals.
- Lead timelines with customers for implementation and own customer onboarding during the launch phase, both operationally and strategically.
- Create new company profiles and submit Monthly Billing Applications to Finance.
- Conduct in-person and video demonstrations and training with customers on navigating the Uber for Business experience.
- Implement initiatives to increase adoption and utilization, curating new documentation to support customer education.
- Build and implement professional email templates and plans, facilitating client calls to address questions, issues, and partnership goals.
- Attend in-person meetings facilitated by the Account Executive or Account Manager, maintaining regular communication with client Points of Contact.
- Be prepared to prioritize and manage a pipeline effectively.
- Demonstrate launch methodology and strategy in collaboration with the broader team.
- Resolve complex issues using existing resources and cultivating internal relationships with stakeholders.
- Utilize basic data to provide clients with insights into their accounts within the first 30 days.
- Work with the Premium Support team to ensure quick resolution of all customer support-related issues.
- Develop account plans by identifying and prioritizing tasks that contribute to return on investment and retention goals.
Basic Qualifications
- Excellent written and verbal communication skills in English and Arabic.
- Three years of professional experience, with a minimum of two years in a customer-facing role.
- Proactive prioritization of high-value clients while considering strategy and process improvement.
- Tech-savviness; experience with multiple systems is essential, and Salesforce experience is a plus.
Preferred Qualifications
- An intuitive understanding of people and a passion for strengthening customer relationships.
- Experience working with various teams to cultivate relationships with potential and existing customers and stakeholders.
- Ability to creatively help clients address their problems and think outside the box for solutions.
- Exceptional organizational skills with a balance of attention to detail and swift execution.
- A resourceful, go-getter demeanor, thriving in new and rapidly changing environments.
