Associate - Customer Success  (US)

Bangalore

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, UberEats, Deliveroo, Talabat, HungerStation, etc. in the simplest manner.

At present, we are processing nearly 3 million transactions every month and partnered with 12,000+ restaurants across India, US, UK 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.

Your Role:

As an Associate in Customer Success, you’ll work on complex problem statements, closely coordinating with cross-functional teams to ensure customer needs are met efficiently and effectively. This role is suited for someone who can thrive in a high-energy, cross-functional environment and enjoys working on multiple tasks where time, resources and expectations must be managed effectively.

You will:

●        Develop a deep understanding of UrbanPiper’s suite of products to assist customers in maximizing their digital experience.

●        Provide end-to-end support to customers in managing their online menus during the onboarding process and post go-live, ensuring they have the tools and support they need to succeed.

●        Collaborate with the Customer Success Manager and Technical Account Manager to understand customer requirements, clarify product-related questions, and deliver viable solutions or alternatives.

●        Work closely with the Customer Service and Product & Engineering (P&E) teams to facilitate quick and effective issue resolution, ensuring a seamless experience for customers in your portfolio.

●        Build strong, lasting relationships by actively engaging with customers, striving to exceed expectations, and taking extra measures to ensure satisfaction.

●        Partner with cross-functional team members, aligning efforts to deliver the best possible customer experience and drive long-term value for our clients.

We are looking for someone who has/is:

●        Proven experience in Customer Success or Relationship Management, ideally within the SaaS space.

●        A Bachelor’s degree as a minimum educational qualification (Engineering degrees preferred).

●        Proficiency in English, both written and spoken, with strong communication and interpersonal skills to facilitate cross-team collaboration.

●        Strong analytical skills with a passion for problem-solving and continuous improvement.

●        Proficiency with tools like Google Workspace, Microsoft Office and other related platforms.

●        The ability to quickly learn new products, tools, and technologies and share that knowledge effectively with customers.

●        Willing to work in the US hours.

Nice to have:

●        Prior experience in the food and beverage (F&B) industry, ideally in a role that involved digital transformation or technology implementation.

●        A basic understanding of API integration is advantageous but not mandatory.

●        Experience working in fast-paced, dynamic environments where adaptability is key.

Apply now if you wish to be a Piper.