Associate - Customer Success (US)

5 days ago

Bengaluru, India UrbanPiper Full time

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 will 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 UrbanPiperʼs 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 Bachelorʼs 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.

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