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Account Executive

SalesProvidence, RIFull Time

ABOUT THE ROLE

As an Account Executive in Providence, you will work with our customers to identify ways that they could grow their business through better use of data on their customers, menu, and service staff. In order to do this effectively you must maintain in-depth industry knowledge including marketplace conditions, competitor positioning in your geographic area. Each month you will drive the sales cycle from online demonstrations to closing deals. Day to day, this means:

  • Becoming an expert in our industry, the product, and our restaurateurs
  • Close business consistently if not above quota
  • Conducting discovery calls with customers to identify their business challenges
  • Successfully running online demonstrations of Upserve with restaurateurs and restaurant owners

The Account Executive is also responsible for maintaining up-to-date records within Upserve's CRM solution as well as for processing the sales quote and order in an accurate manner. This includes capturing all sales related tasks in the customer's opportunity record, and moving through all sales stages in the process. 

 

ABOUT YOU

We're looking for Account Executive with the following:

  • Grit: You possess a consistent drive to overachieve against your personal and professional goals.
  • Curiosity: You have a desire to learn about the restaurant industry, our customers’ pain points, and provide thoughtful solutions to their biggest problems.
  • Impact: You enjoy taking on big, important challenges as well as the small things, because you aim to provide value today. You can apply logic to problems and quickly analyze to provide a recommendation.
  • Empathy: In all of your actions, you strive to convey an understanding and respect for the needs of others. You keep the customer, not your own agenda, at the forefront of your decisions. Openness: You are humble, acknowledge your strengths and weaknesses and take feedback well. You are able to self diagnose and translate that diagnosis into an actionable solution.
  • One Team: You can effectively and concisely communicate with your teammates to motivate and inspire prospects

QUALIFICATIONS

  • 1-2 years of experience in a sales role (with closing/quota carrying experience)
  • Familiarity and proficiency with full lifecycle sales process management 
  • Understanding of solution-based consultative sales
  • Professional poise and confidence while communicating with executives
  • Salesforce or comparable CRM experience to manage and organize pipeline
  • Committed to a culture of positivity and high performance
  • Value feedback, and thrive on constant improvement and learning
  • Strong work ethic, and a self-driven desire to succeed
  • Excellent written and verbal communication

Not a must, but a plus:

  • Prior Experience in the hospitality industry, and using restaurant technology such as POS 
  • Experience selling in a SaaS environment

 

 

Apply

Senior Account Executive

SalesProvidence, RIFull Time

ABOUT THE ROLE

Senior Account Executives at Upserve are responsible for analyzing a customer’s business objectives, and advising customers on the value of Upserve’s platform as it pertains to their restaurant operations. Additionally, they provide consultations on how to best support our cloud-based Point of Sale and the Upserve HQ analytics product by designing a solution that integrates all technology, networking, hardware, and 3rd party applications into the platform.  

 

RESPONSIBILITIES:

  • Consulting with prospective customers on their technology and operations needs
  • Designing a technical and operational solution for single and multi-location restaurants
  • Engages in technical discussions with potential clients through demonstrations and presentations
  • Analyzing the costs currently paid by a customer, and projecting costs and savings with Upserve
  • Forecasting weekly and monthly revenue projections and maintaining customer records in SalesForce 

Qualifications:

  • Bachelor’s Degree in related field, such as business management
  • 2 to 5 years of progressive experience advising SMB operations through use of SaaS/technology
  • Proficiency with revenue forecasting and data reporting; Salesforce experience highly preferred
  • Prior experience in the hospitality industry, and using restaurant technology such as POS, highly preferred
Apply

Account Manager

SalesProvidence, RIFull Time

ABOUT THE ROLE

As an Account Manager in our Providence office you will work with our existing customers to identify ways that they could grow their business through better use of data on their customers, menu, and service staff.  In order to do this effectively you must maintain in-depth industry knowledge including marketplace conditions, competitor positioning in your geographic area, and possess strong relationship management skills. Each month you will drive upsells and cross-sells within our existing customer base which will include conducting online/ in-person demonstrations and closing deals.

 
RESPONSIBILITIES OR A TYPICAL DAY MAY INCLUDE:
  • Becoming an expert in our industry, the product, and our restaurateurs
  •  Closing business consistently if not above quota
  • Conducting discovery calls with existing customers to identify their business challenges and needs.
  • Successfully running online demonstrations of Upserve with restaurateurs and restaurant owners

QUALIFICATIONS

Above all else, all Upserve employees are united in our shared optimism, passion, and enthusiasm for the customers we support through our innovative product. In our daily work, we exemplify our values of grit, openness, empathy, impact, and curiosity.

 
In particular, our Account Manager have a passion for helping restaurants, closing deals and strong interpersonal skills. This role requires an individual with a strong worth ethic, and self-driven desire and the following qualifications to succeed:
 
  • 2-5 years of experience in an account management role carrying a sales quota
  • Excellent written and verbal communication
  • Understanding of solution-based consultative sales in a SaaS environment
  • Professional poise and confidence while communicating with executives
  • Ability to use Salesforce.com and other  technologies to manage and organize pipeline
  • Committed to a culture of positivity and high performance
  • Value feedback, and thrive on constant improvement and learning
  • Strong work ethic, and a self-driven desire to succeed
Apply

Business Development Representative

SalesProvidence, RIFull Time

ABOUT THE ROLE

Upserve is seeking Business Development Representatives (BDRs) to join our sales team.  This is a phenomenal way to develop your sales and business skills within a growing and dynamic technology company! If you value teamwork, personal achievement, and restaurants - you'll fit right in! As an BDR, you will kick off our sales process by spending your days researching prospective customers, creating outreach strategies, and identifying new sales opportunities. You will conduct exploratory conversations with potential customers, and use your business acumen to identify how Upserve's platform can help their restaurant succeed. Your success as an BDR will be measured by your seamless handoff of qualified leads to the sales team.  and  In doing all of this, you'll gain a deeper understanding of restaurant operations, how the Upserve platform technology can dramatically improve their businesses and employees' lives and gain the skills needed to be successful in sales or any other customer-facing role.

A typical day may include:

  • High volume outbound prospecting (80-120 activities/day) to qualify leads through calls, emails, and chat.
  • Utilizing industry knowledge to research and develop accounts, identify key players, and generate interest.
  • Scheduling introductory meetings for our regional Sales Executives to further assess a restaurant's needs.
  • Learning and maintaining in-depth knowledge of Upserve’s product and services offerings, unique value propositions in contrast to Upserve’s competitors.
  • Developing and implementing new prospecting strategies. 
  • Tracking and managing all of your activities and results in Salesforce.

First 30, 60, 90 Days:

Whether you have some prior sales experience or you're just getting started, we'll teach you everything you need to know! Upserve has developed a 2 week blended learning experience that combines workshop training with expert facilitators, engaging online learning, and robust skill training. Our dedication to learning and development puts our team in the best position to be meaningful contributors right from the start. Completing this two week "bootcamp" is essential for your success at Upserve. 

In your first 30 Days you will:

  • Pass our intensive two week bootcamp
  • Develop and articulate your Upserve pitch
  • Get up to speed on Upserve's product offerings
  • Learn how to navigate gatekeepers to determine the key decision maker

In your first 60 Days you will:

  • Continue improving your Upserve pitch and learn to navigate objections
  • Master the call and email workflows for your leads
  • Get decision makers to commit to meetings
  • Correctly enter lead notes and meetings in Salesforce

In your first 90 Days you will:

  • Master your Upserve pitch 
  • Increase your number of meetings set and meet your monthly goal
  • Independently manage daily schedule to meet metrics/expectations
 

ABOUT YOU

We're looking for SDRs with the following:

  • Grit: You possess a consistent drive to overachieve against your personal and professional goals.
  • Curiosity: You have a desire to learn about the restaurant industry, our customers’ pain points, and provide thoughtful solutions to their biggest problems.
  • Impact: You enjoy taking on big, important challenges as well as the small things, because you aim to provide value today. You can apply logic to problems and quickly analyze to provide a recommendation.
  • Empathy: In all of your actions, you strive to convey an understanding and respect for the needs of others. You keep the customer, not your own agenda, at the forefront of your decisions.
  • Openness: You are humble, acknowledge your strengths and weaknesses and take feedback well. You are able to self diagnose and translate that diagnosis into an actionable solution.
  • One Team: You can effectively and concisely communicate with your teammates to motivate and inspire prospects

 

QUALIFICATIONS

  • Excellent written and verbal communication skills
  • The desire to meet and exceed measurable performance goals
  • Natural curiosity and passion for your job
  • The technical aptitude to master our sales tools
  • The ability to deal with and thrive on objections and rejection on a daily basis
  • Prior Experience in the hospitality industry is a plus!
Apply

Sales Manager

SalesProvidence, RIFull Time

ABOUT THE ROLE

Upserve is looking for a Sales Manager to lead our inside sales team with the goal of creating top-line growth–one of the most important roles in the company. The sales manager will be responsible for the hiring, training, and management of new and established sales professionals in a fast paced and high growth environment. We are looking for someone who will foster an exceptional Sales team culture of high performance and solution-based sales through ongoing coaching and skill development. 


RESPONSIBILITIES OR A TYPICAL DAY MAY INCLUDE:

  • Managing a fast-paced SaaS sale, involving up to 5 decision makers representing one to 10 restaurant locations nationwide.
  • Using proven sales tools such as Salesforce.com to manage your pipeline, track progress against goals and improve productivity. 
  • Coaching team by analyzing quantitative metrics as well as live product demo and recorded call reviews. 
  • Working closely with Marketing and Operations teams to create the tools and processes that will enable your team's success.
  • Other duties and responsibilities as needed. 

ABOUT YOU


Qualifications:

  • Bachelors degree required
  • 7-10 years of demonstrated inside sales success with combined history of individual contributor sales as well as prior experience leading a B2B inside sales team
  • Experience selling SaaS products in a high-volume and fast-paced environment
  • Deep understanding of proven sales methodologies, and experience iterating and improving scripts and objection handling techniques.
  • Professional, ethical, high-integrity people management skills
  • Familiarity using Salesforce, Marketo and other technologies to report and analyze sales funnel and sales cycle metrics
  • Demonstrates a strong work ethic, specifically focused on grit
  • Ability to perform and excel in a fast-paced environment
Apply

Director, Strategic Programs

Company OperationsProvidence, RIFull Time

Upserve Inc, seeks Director of Strategic Programs for Providence, RI office to provide leadership in the analysis, design, recommendation, and implementation of strategic organizational changes to facilitate optimal business operations; and lead the successful implementation of cross-functional, high-impact strategic initiatives to analyze, design and improve business processes, technology, services, and systems of engagement and ultimately enable revenue growth and accelerate company profitability and efficiency.

The position requires a Master's degree, or foreign equivalent, in Business Administration or a related field plus four (4) years of experience in providing management consulting services. The position also requires 4 years of experience in each of the following skills, which may be gained concurrently:

  • Building financial models with sensitivity analysis, scenarios, Time Series forecasting using ARIMA, CHAID, CART, Random Forest, Econometrics, TCO Models and Monte Carlo simulations.
  • Building financial models and validate hypothesis using Big Data and data analysis tools such as R, RDBMS, SQL, Python, SAS, Google Big Query, and Tableau.
  • Developing value cases to justify investments using metrics such as NPV, IRR and balanced scorecard.
  • Performing customer analytics using statistical models such as Regression model, Conjoint Analysis, Cluster Analysis, Discriminant Analysis, and Logistics Regression.
  • Conducting Root Cause Analysis (RCA) of key business technology and customer issues using frameworks such as Fishbone and drive quality improvements, continuous improvements, and process optimization using Capability Maturity Model (CMMI).
  • Conducting data/statistical analysis using advanced excel formulas and using conditional, Vlookups and Hlookups, sorting and filtering, array formulas, pivot reporting, and conditional formatting.

Position requires travel to other Upserve, Inc. locations in New York, NY, Denver, CO, San Francisco, CA 10% of the time.

Apply

Senior Business Strategist

Company OperationsProvidence, RIFull Time

ABOUT THE ROLE

The Senior Business Strategist, partners with leaders from Marketing and Sales to develop a reliable and overachieving revenue organization. They focus on managing functions essential to Upserve’s go-to-market strategy to drive sales enablement and productivity; this includes planning, forecasting, reporting and analytics, compensation design, revenue process optimization.

 

RESPONSIBILITIES:

  • Data-Driven Analysis: Provide leadership with actionable insights through the assessment of operational information. Insights should ensure optimization and scalability of Upserve’s’ Go-To-Market strategies. Define key performance metrics and manage the process to package these measurements into dashboards and reports to measure performance.

  • Reporting: Summarize bookings reporting and provide monthly analytics and key metrics to internal business stakeholders in Sales, Marketing and Finance. Delivering insightful reports to influence business decisions on how to manage revenue growth and profitability.

  • Enabling Business Reviews with Sales and Marketing leadership: Leading weekly forecasting meetings, monthly business reviews, Quarterly Business Reviews and assisting with preparation for quarterly Board meetings

  •  Improving Conversion Funnel Metrics: Optimizing the Demand Generation Funnel for all Routes to Market. Analyzing the conversion funnel metrics including # of leads, meeting set and held, win rate etc by analyzing trends and providing recommendations for improvement

  • Sales Effectiveness: Align sales leadership to develop, implement and evolve processes, sales strategies, training and tools with a focus on scalability and automation. Building tools, automating and improving processes to increasing the productivity and net impact of the Go-To-Market team

  •  Sales Enablement: Partner with Learning and Development and Product Marketing teams to equip revenue teams with the information, tools, and training needed to drive sales productivity and effectiveness.
  • 4+ years experience of progressive experience in Sales/Business Operations, Sales Analytics, Business Planning and Strategy experience
  • BA/BS degree in Finance, Economics, Business or other quantitative focus; MBA preferred
  • Strong business insights and proven project management skills
  • Experience in data visualization and building scalable reporting tools. Bonus: R, Python or other programming languages – strong modeling, statistical analytics, and business intelligence
  • Expertise in all things Salesforce.com
  • Demonstrated ability to structure complex problems and drive solutions cross-functionally with senior management
  • Strong written and verbal communication, with experience delivering presentations to an executive audience
  • Ability to create and foster a high performing and metrics driven environment
  • Experience in making data driven decisions including but not limited to regression analysis, predictive modeling, territory planning optimization, developing size of prize (quantifying addressable opportunity), propensity scoring, etc.

Bonus requirements and qualifications include:

  •  Direct experience within a SaaS organization leading a successful business transformation program that involved all components of a go to market strategy realization
  • Bachelor's degree highly recommended and MBA is a plus
  • Management consulting background

 

 

Apply

Director Partner Success and Alliances

SalesProvidence, RIFull Time

The Opportunity

At Upserve, we understand that our partners are a critical part of our success. And as we continue to grow and expand our business, partners will play an even bigger role in our success. Our alliances and partnerships to-date have been opportunistic, and span a diverse group of third party consultants & vendors, system integrators and resellers. As Upserve expands our market share, we need to mature our partnership strategy, which in turn will increase our revenue contribution from partners. We are looking for a Director of Partnerships & Alliances, a new role within our partner organization. In this key leadership position, you will have responsibility to drive accelerated revenue growth for Upserve via our partner ecosystem. You will be chartered with identifying opportunities to initiate and/or deepen partner relationships, aligning referral and sales initiatives to partner capabilities, and implementing partner strategy in the field. Reporting directly to the CRO, you will be shaping the future of partnerships at Upserve.

Day to day, your responsibilities will include:

  • Create & deliver a great partnership lifecycle experience to our partners.
  • Enable a fast-paced SaaS sale, involving up to 5 decision makers, representing one to 10 restaurant locations nationwide.
  • Manage implementation, prioritization and visibility of the Partner Org initiatives.
  • Define the value proposition and value exchange for each of the partner roles at Upserve.
  • Implement a partner rewards program that enables our partner community while encouraging consistent referrals.
  • Collaborate closely with Marketing to create campaigns that attract new partners as well as design programs that enable our partners to win in the marketplace.
  • Lead a Partner Success team that enables and engages key partners, establishing Upserve as a provider of choice.
  • Monitor and improve overall organizational health in partnerships, build and implement our Partner Strategy.
  • Ensure right partner mix and contribution is in place, by using metrics and reporting mechanisms.

Qualifications:

  • Bachelor’s degree in business, marketing, communications, advertising or related field preferred.
  • 7+ years of progressive Partner sales management experience (SaaS) with rapid -growth technology companies.
  • Shown understanding of “Cloud Economics” and partner profitability in the cloud. You understand partner business and what drives partner behaviors and decision making and the various partner types.
  • Entrepreneurial attitude and willing to lead the business to the next level
  • Approaches problems in a rational manner using sound strategies that ensure effective resolutions.
  • Analytical and data-driven. Demonstrated past success in meeting demanding schedules and making trade off decisions when needed.
  • You can multi-task, you're self-motivated, driven and inspiring. You're highly organized and seek business impact through effective communication and presentations.
  • You are flexible and adapt quickly. We are in a fast paced, always evolving environment. Being comfortable with change and leveraging it is key.
  • Strong interpersonal skills with the proven ability to build and maintain productive relationships with channel partners, executive management, other company departments, and vendors. History of successful cross-functional projects and management. 

 

Nice to have:

  • Prior hospitality experience
  • An MBA

 

Apply

Software Engineer II

TechnologyProvidence, RIFull Time

Upserve Inc, seeks Software Engineer II for the Providence, RI office to perform development of financial processing software applications and payment processors utilizing knowledge of gift/loyalty card process flow and APIs; Design algorithms and perform analysis on data secured through software application and; Manage data export pipeline to integrate and utilize a third-party embedded analytics platform such as GoodData).

Requirements

The position requires a Bachelor’s degree, or foreign equivalent, in Computer Engineering, Electrical Engineering, or a related field plus 1 year of experience in software development. Experience is also required in the following which may be gained concurrently:

  • 1 year experience in software development of financial processing applications;
  • 1 year experience in Ruby and Java to use server-side frameworks like Rails, and REST/GraphQL to power web apps; 
  • 1 year experience in relational databases such as MySQL to develop and maintain backend databases;
  • 1 year experience employing Amazon Web Services (such as ECS, S3, dynamoDB) and Docker to handle and operate distributed cloud systems;
  • 1 year experience employing append-only database to develop and maintain  NoSQL DBMS and handle high-traffic customer requests from client users;
  • 1 year experience employing gift/loyalty card process flows and APIs to build/integrate payment processors and ensure application stability; and
  • 1 year experience utilizing Agile Scrum and test-driven development methodology, employing unit test tools such as Ruby-RSpec

To apply, submit a resume and cover letter

Apply

Director, Customer Implementation

Customer OperationsProvidence, RIFull Time

ABOUT THE ROLE

The Director of Customer Implementation leads the installation and on-boarding of customers across the Upserve platform.  This includes the installation of our point-of-sale, migration of payment processing, and integration of 3rd party products into Upserve HQ. 

 

RESPONSIBILITIES:

  • Providing strategic input into the delivery of Upserve products and services
  • Monitoring the quality and timeliness of customer implementations
  • Systematizing the validation of customer dependencies, including networking and hardware
  • Forecasting weekly and monthly revenue projections; providing input into the Operating Plan goals
  

 

QUALIFICATIONS: 

  • Proficiency with data reporting; Salesforce experience highly preferred.
  • 7 to 12 years of progressive experience in program and/or implementation management.
  • Bachelor’s Degree in related field, such as business management or computer science
  • 5 or more years experience managing a team of managers and individual contributors.
  • Prior experience with payments, point-of-sale, hardware, and networking operations highly preferred.

 

Apply

Director, Customer Success

Customer OperationsProvidence, RIFull Time

ABOUT THE ROLE

The Director of Customer Success is responsible for increasing the engagement and use of the Upserve platform, as well as retention of our customer revenue. This includes proactively engaging with customers to educate them on how to best get value from Upserve services, ensuring customer issues are escalated and resolved appropriately, as well as recommending additional products or tiers of service that will provide maximum value to our customers.

 

KEY RESPONSIBILITIES:

  • Providing strategic input into the design and development of Upserve’s products and services
  • Monitoring the quality and timeliness of customer issue resolution
  • Ensuring retention of revenue through upsells and contract renewals
  • Forecasting weekly and monthly revenue projections; providing input into the Operating Plan goals 

ABOUT YOU

 

Qualifications:

  • Bachelor’s Degree in related field, such as business management.
  • 10 to 15 years of progressive experience in customer success, customer operations and sales for SMBs.
  • Proficiency with revenue forecasting and data reporting; Salesforce experience highly preferred.
  • 5 or more years experience managing a team of managers and individual contributors.
  • Prior experience supporting SaaS products, hospitality technology, and point-of-sale highly preferred.

 

 

 

Apply

Senior Platform Engineer

TechnologyBoston, MAFull Time

The Opportunity:

We’re on the hunt for a talented Senior Engineer to join our team. Upserve’s Platform Engineers are an integral member of the small team that is powering Upserve. They architect and scale the backend data processing infrastructure for our analytics, mobile, and payments platforms. They build the network that handles billions of dollars and volumes of restaurant data. And they work closely with Product, UX, and Dev Ops to coordinate efforts, iterate on features, anticipate future customer needs, and inform the product roadmap. 

In a typical week at Upserve, you would…

  • Kick off the week by participating in sprint planning, and discuss relevant topics with engineering peers.
  • Participate in an Architectural Decision Record to develop a new feature or framework.
  • Collaborate with our Product and UX team to develop backend interfaces and clarify product requirements.
  • Merge your latest feature that will drive product adoption.
  • Participate in a blameless postmortem to help improve our application platform.
  • Present what you shipped this week at our weekly science fair.
  • Work on some of the most difficult and meaty problems that the company faces.
  • Share your knowledge with other developers through mentorship.

About you:
You are humble yet confident, forward-looking but grounded, thorough yet fast-moving -- in short, you are someone whom people want to work with.

Qualifications:

  • Have 3+ years of professional experience in building software
  • Build correct, well-tested systems and components, driving clarity even given loose direction and requirements
  • Take pride in your work and the value that it creates
  • Are a pragmatic idealist -- you strive for efficient and practical solutions not just theoretically ideal ones
  • Are a believer in moving fast with high quality; Speed and craftsmanship are friends not enemies
  • Enjoy talking about user functionality as much as you enjoy talking about functional programming
  • Feel a tremendous sense of urgency to get value to our customers, and you tap into that energy to drive, lead and motivate your colleagues to win
  • Have worked with server-side frameworks like Ruby on Rails
  • Have built, optimized, and scaled real-time, event-driven, fault-tolerant, and distributed systems
  • Get excited about statistical methods and algorithms, and know when to choose the right data structure for the right task
  • Know when to employ different storage technologies (e.g. relational, simple file-based, graph-based, noSQL)

 

This position is based in our Providence, Rhode Island HQ and is eligible fora flexible work schedule/ partial remote work.

 

Apply

Senior Platform Engineer

TechnologyProvidence, RIFull Time

The Opportunity:

We’re on the hunt for a talented Senior Engineer to join our team. Upserve’s Platform Engineers are an integral member of the small team that is powering Upserve. They architect and scale the backend data processing infrastructure for our analytics, mobile, and payments platforms. They build the network that handles billions of dollars and volumes of restaurant data. And they work closely with Product, UX, and Dev Ops to coordinate efforts, iterate on features, anticipate future customer needs, and inform the product roadmap. 

In a typical week at Upserve, you would…

  • Kick off the week by participating in sprint planning, and discuss relevant topics with engineering peers.
  • Participate in an Architectural Decision Record to develop a new feature or framework.
  • Collaborate with our Product and UX team to develop backend interfaces and clarify product requirements.
  • Merge your latest feature that will drive product adoption.
  • Participate in a blameless postmortem to help improve our application platform.
  • Present what you shipped this week at our weekly science fair.
  • Work on some of the most difficult and meaty problems that the company faces.
  • Share your knowledge with other developers through mentorship.

About you:
You are humble yet confident, forward-looking but grounded, thorough yet fast-moving -- in short, you are someone whom people want to work with.

Qualifications:

  • Have 3+ years of professional experience in building software
  • Build correct, well-tested systems and components, driving clarity even given loose direction and requirements
  • Take pride in your work and the value that it creates
  • Are a pragmatic idealist -- you strive for efficient and practical solutions not just theoretically ideal ones
  • Are a believer in moving fast with high quality; Speed and craftsmanship are friends not enemies
  • Enjoy talking about user functionality as much as you enjoy talking about functional programming
  • Feel a tremendous sense of urgency to get value to our customers, and you tap into that energy to drive, lead and motivate your colleagues to win
  • Have worked with server-side frameworks like Ruby on Rails
  • Have built, optimized, and scaled real-time, event-driven, fault-tolerant, and distributed systems
  • Get excited about statistical methods and algorithms, and know when to choose the right data structure for the right task
  • Know when to employ different storage technologies (e.g. relational, simple file-based, graph-based, noSQL)

 

This position is based in our Providence, Rhode Island HQ and is eligible fora flexible work schedule/ partial remote work.

 

Apply

Platform Engineer

TechnologyProvidence, RIFull Time

The Opportunity:

Upserve’s Platform Engineers are an integral member of the small team that is powering Upserve. They architect and scale the backend data processing infrastructure for our analytics, mobile, and payments platforms. They build the network that handles billions of dollars and volumes of restaurant data. And they work closely with Product, UX, and Dev Ops to coordinate efforts, iterate on features, anticipate future customer needs, and inform the product roadmap. 

In a typical week at Upserve, you would…

  • Kick off the week by participating in sprint planning, and discuss relevant topics with engineering peers.
  • Participate in an Architectural Decision Record to develop a new feature or framework.
  • Collaborate with our Product and UX team to develop backend interfaces and clarify product requirements.
  • Merge your latest feature that will drive product adoption.
  • Participate in a blameless postmortem to help improve our application platform.
  • Present what you shipped this week at our weekly science fair.
  • Work on some of the most difficult and meaty problems that the company faces.

About you:
You are humble yet confident, forward-looking but grounded, thorough yet fast-moving -- in short, you are someone whom people want to work with.

Qualifications:

  • Have formal education in software development and at least 1 yearsof professional experience in building software
  • Build correct, well-tested systems and components, driving clarity even given loose direction and requirements
  • Take pride in your work and the value that it creates
  • Are a pragmatic idealist -- you strive for efficient and practical solutions not just theoretically ideal ones
  • Are a believer in moving fast with high quality; Speed and craftsmanship are friends not enemies
  • Enjoy talking about user functionality as much as you enjoy talking about functional programming
  • Feel a tremendous sense of urgency to get value to our customers, and you tap into that energy to drive, lead and motivate your colleagues to win
  • Have worked with server-side frameworks like Ruby on Rails
  • Have built, optimized, and scaled real-time, event-driven, fault-tolerant, and distributed systems
  • Get excited about statistical methods and algorithms, and know when to choose the right data structure for the right task
  • Know when to employ different storage technologies (e.g. relational, simple file-based, graph-based, noSQL)

 

This position is based in our Providence, Rhode Island HQ and is eligible fora flexible work schedule/ partial remote work.

 

Apply

Release/ Program Manager

TechnologyProvidence, RIFull Time

Upserve is seeking an experienced Release/ Program Manager will own the Software Release Management lifecycle which includes scheduling, coordinating, and the management of releases across the enterprise for multiple applications across various products (inclusive of application updates, operating system patches, security improvements, hardware upgrades, Projects, and Programs).  The Release/ Program Manager will be responsible for implementing and managing release processes for code through development, test, and production environments.

 

Reporting directly to the CEO, the  Release/ Program Manager works closely with Engineering and Product leaders and collaboratively with all participants in software development projects. They will work with leaders to improve the software engineering processes and practices associated with continuously building, deploying, and updating software and environments, providing tools and services to help product management and project teams manage and deploy releases into production.

 

Responsibilities

  • Forward Plan the release windows and cycles across products
  • Manage risks and resolve issues that affect release scope, schedule, and quality
  • Measure and monitor progress to ensure application releases are delivered on time and within budget, and that they meet or exceed expectations
  • Coordinate release content and effort based on the service request backlog, pending service requests, third party applications, or operating system updates
  • Communicate all key project plans, commitments, and changes including requirements, QA plans, schedule, and scope changes
  • Manage relationships and coordinate work across different teams at different locations
  • Conduct Release Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews
  • Manage Weekly Release Reporting
  • Communicate release details and schedules to the Business as required
  • Negotiate, plan and manage all release activities
  • Work with release engineers to understand impacts of branches and code merges
  • Maintain the release schedule for all core services and ensure alignment across key partners and vendors.
  • Continually work towards making improvements in the release process
  • Lead and co-ordinate the Go-Live activities including the execution of the deployment Plans and checklists.
  • Participate in scrum meetings to discuss release scope and/or roadblocks
  • Maintain a release repository and manage key information such as build and release procedures, dependencies, and notification lists
  • Research new software development and configuration management methodologies and technologies and analyze their application to current configuration management needs
 

Qualifications:

  • Bachelor’s degree in Computer Science or relevant discipline with 5 years of experience 
  • 5+ years of software Program Management or related experience.
  • Experience with PM of Agile based engineering teams.
  • Good understanding of all aspects of SW Engineering Practices.
  • Ability to contribute to and manage program requirements.
  • Ability to create and track various Program schedules.
  • Ability to drive accountability to scope and dates.
  • Ability to plan and manage a program to meet specific objectives, dependencies, & schedules.
  • Strong reporting & presentation skills, highlighting project risk, customer impact, issues & status.
  • Ability to build partnerships and communicate effectively across the organization and at all levels. 
 
Apply

Billing & Collections Analyst

FinanceProvidence, RIFull Time

The Billing & Collections Analyst will have the responsibility for the day-to-day overview and administration of the bookings and accounts receivable process, including driving customer collections. This role will work closely with the Finance and Customer Success teams to reconcile billing date. 

Responsibilities:
• Manage collection process for all calls to key accounts and outstanding receivables 
• Ensure detailed documentation of collections efforts and conversations are completed timely and accurately
• Ensuring proper classification of bookings
•  Working with a subscription billing system to reconcile billing data for accuracy
• Generating, delivering and tracking customer invoices
• Processing and posting customer payments and generating payment receipts upon request
• Preparing and analyzing collections reports and recommending action plans
• Enlisting the efforts of sales, support and other internal staff to accelerate the collection process
• Communicating and following up effectively with finance and sales on a daily basis
• Providing customer service and billing support to resolve any issues and to collect on open invoices
• Reconciliation of the Company’s billings and bookings on a monthly basis including investigation of significant variances.
• Ad hoc reporting, as necessary.
 
• Bachelor’s degree in Accounting, Finance, Business, or Economics preferred
• 2+ years of relevant experience managing collections cases
• Knowledge of Accounts Receivable, general billing and collections procedures; SaaS subscription billing a plus
• Strong knowledge and understanding of Excel
• Experience with accounting software, NetSuite preferred
• Ability to multi-task across projects and work cross-functionally
 
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Marketing Operations Analyst

MarketingProvidence, RIFull Time

Upserve is seeking a Marketing Operations Analyst to enable Upserve's customer-facing teams to grow pipeline, lift win rates, and slash time out of the sales cycle, while delighting our existing installed base to drive up engagement, reduce churn, generate referrals and up-sell. The Marketing Operations Analyst works with Sales and Marketing leadership to manage the systems, tools, and technology that enable efficient and effective marketing campaigns.

 

The Marketing Operations Analyst provides operational support to the Marketing departments with reporting and analytics, email marketing automation, ownership over sales and marketing processes, manages the marketing technology stack, and CRM data integrity. In this role you will also  partner with our parent company, Vista Equity Group, to project-manage system updates designed to increase market share.

Day-to-day responsibilities include:

  • Partner with program marketing managers to develop and execute lead generating campaigns
  • Test, monitor and measure marketing campaigns to optimize performance based on industry best practices
  • Responsible for the development and management of the marketing automation software
  • Maintain lead list in Salesforce CRM and the integrity of this data
  • Document existing processes and implement improvements to enhance marketing productivity
  • Manage the marketing technology stack (implement, maintain, train)
  • Analyze marketing and sales data to develop insights and make recommendations on areas for optimization
  • Provide input and materials for management and board reporting
  • Establish and maintain scalable processes that ensure best practices in campaign and lead management
  • Analyze how all changes in tech stack will impact all revenue facing teams
  • Act as liaison between Marketing and Business Applications/ rest of the business.

Qualifications:

  • Bachelor’s degree in related field such as marketing, communications or business (or equivalent experience)
  • 2+ years experience with marketing automation/email service provider or tool  
  • Marketo Certified Expert highly preferred (or interest in obtaining)
  • Proficiency in database marketing including list segmentation, list manipulation and data hygiene
  • Experience with Salesforce, Bizible and Microsoft Excel preferred Sales process and enablement experience
  • Experience working with senior leaders and Venture Capital Consultants on projects
  • Ability to manage multiple projects at the same time in a fast-paced environment
  • Technically capable, excellent communicator, and a desire to improve processes

 

 

 

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Infrastructure Engineer

TechnologyProvidence, RIFull Time

About the Role

We are seeking a talented Engineer to join our infrastructure team. This group includes some of our top coders, who want to do more and go faster. They are obsessed with automation, and play a critical role improving the tools that keep our products running smoothly. They enable our developers to execute quickly, and strive to maximize product uptime while minimizing developer lag. Our Infrastructure Engineers are also the first line of defense when identifying and diagnosing challenging performance issues, and they play a key role in shaping the direction of Upserve’s engineering processes.If you're a pragmatic idealist -- you strive for efficient and practical solutions not just theoretically ideal ones, and have a passion for Amazon Web Services (AWS) and operating system internals and databases -- then come join the team!

About Engineering at Upserve

Upserve's engineering organization aims to minimize the impacts of Conway’s law by organizing into small teams that can drive from concept to production. Additionally - we ship fast and ship often. Our best engineers are big believers in moving fast with high quality; Speed and craftsmanship are friends not enemies. We do 100’s of deploys a week, and some of the technologies in our stack include React / React Native, Kinesis, DynamoDB, Machine Learning, RedShift, RDS, Ruby, JavaScript, Docker, ECS, Java, Redis, and more.

Qualifications

  • 2+ years of professional experience as a Software Developer.
  • Proven professional experience building correct, well-tested systems and components, and driving clarity even given loose direction and requirements.
  • Expertise in continuous software delivery and integration. You should have prior experience building, optimizing, and scaling real-time, event-driven, fault-tolerant, and distributed systems.
  • Outstanding programming skills, and experience with server-side frameworks like Ruby on Rails.
  • Experience with Amazon Web Services (AWS), operating system internals, filesystems, databases, and networks.
  • Knowledge of when to employ different storage technologies (e.g. relational, simple file-based, graph-based, noSQL).

You Are:

  • Passionate about automation, site reliability, and developer enablement
  • Strong orientation for, and persistence in, solving complex problems as succinctly and scalably as possible
  • Able to work collaboratively with other Engineers and Product Managers
  • Aware of one’s own limitations and comfortable asking for help when needed

 

 

 


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Customer Support Specialist

Customer OperationsDenver, COFull Time

ABOUT THE ROLE

Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

 

Upserve is headquartered in Providence with a second office in Denver. Recently, Upserve Denver was recognized by the Denver Business Journal as one of the best places to work in Denver in 2019. We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.   Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

 

Our Customer Support Specialist understand that our Customers are the magic ingredient. They make it easier for restaurant owners to run their business while respecting their time. Customer Support Specialists are obsessed with problem-solving and efficiently resolving customer issues. They are highly empathetic and natural educators - understanding the stress restaurateurs encounter.  This is a fast-paced, collaborative environment all working towards common goals.

 

A TYPICAL DAY MAY INCLUDE:

  • Fielding inbound customer phone, chat and email inquiries
  • Listening and understanding customer needs and concerns
  • Identifying technical issues and use appropriate troubleshooting steps leading to resolution
  • Keeping detailed notes in SFDC on customer interactions
  • Handling customer requests, provide appropriate solutions and alternatives
  • Ability to achieve daily / weekly / monthly expectations
  • Managing customer expectations regarding estimated response times for issue resolution 
  • Expediting service in situations requiring urgent attention as determined by management
  • Identifying opportunities for improvement and contributes to solutions to enhance workflow efficiency and enhance the customer’s experience

QUALIFICATIONS

Above all else, all Upserve employees are united in our shared optimism, passion, and enthusiasm for the customers we support through our innovative product. In our daily work, exemplify our values of grit, openness, empathy, Impact, and curiosity. It also means that you enjoy having a big impact, can operate autonomously and possess the following qualifications:

 

  • Associate's Degree or Bachelor's degree in related field is preferred
  • Customer service experience
  • Professional and effective communications skills – both verbal and written.
  • Ability to effectively interact and maintain professionalism with customers via phone and email
  • Ability to follow through on both verbal and written instructions and effectively adhere to Upserve’s processes and workflows
  • Fluent in Spanish is preferred but not required
  • Ability to multi-task, prioritize and organize multiple tasks concurrently while meeting deadlines
  • Ability to work independently and as part of a team in a customer-driven, fast-paced environment

 

 

*Shift start times vary between 6:00am and 12:00pm and schedule may include weekends.
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Product Quality Lead

Company OperationsProvidence, RIFull Time

Upserve is seeking a Product Quality Lead who is passionate about software and product quality. As Upserve’s Product Quality Lead you will be responsible for ensuring product quality and customer satisfaction for our industry-leading restaurant management software. In this high-visibility role you will work closely with Engineering leaders, developers, product managers, and other departments across the organization.  

 

Responsibilities:


  • Own the vision and the strategy of the QA function regarding areas of coverage, and testing approaches
  • Oversee the analysis, design, development, and maintenance of software test plans and automation.
  • Ensure all software solutions and enhancements are fully tested, debugged and meet product quality standards prior to release.
  • Ensure all projects are delivered on time, within budget and in accordance with Upserve’s software quality standards.
  • Collaborate with other engineering leaders on cross-functional projects and initiatives.
  • Perform continuous review of technologies, industry standards, and industry-related developments.

 

 

 
  • Strong written and oral communication skills, strong ability to provide clarity when describing defects
  • 5+ years formal testing or development experience
  • Experience with managing/leading a QA team or function, or as a Senior Test Engineer
  • Passionate about software quality 
  • Experience in manual and automated testing
  • Ability to advocate for software changes as necessary
  • Desire to work in fast-paced, entrepreneurial setting
     
Apply

Order Validation Specialist

SalesProvidence, RIFull Time

ABOUT THE ROLE

The Order Validation Specialist is responsible for building, maintaining and managing the process by which deals exit the sales process and undergo solution validation, MPA data collection, and financing. It is in this stage where the credit of customers is examined for the purpose of providing financing options to the customer. It is important that the Specialist carefully administrates this process as we are “hard-pulling” the customers’ credit, and also that they regularly communicate with the Success Leadership/ Business Applications teams about changes that are needed to the process. The person in this position will work independently as well as interdepartmentally to streamline and accelerate the Solution Review process.

 

 

RESPONSIBILITIES OR A TYPICAL DAY MAY INCLUDE:

  • Evaluating hardware solutions and issuing updated solutions to customers
  • Working with a third party organization to offer financing opportunities to customers

 

 KEY PERFORMANCE INDICATORS:

  • Percent of deals financed
  • Avg. time from Sales Complete to Implementation Complete
  • Number of deals processed per week, month
  • Percent orders that need updateFinancing attach / approval rate
  • Low attachment rates for particular hardware products
  • Customer miseducation trends
  • Improvements that need to be made to the process
  • Process impact on time to live

ABOUT YOU

 

Qualifications:

  • Bachelor’s Degree in related field, such as business management or computer science
  • Experience managing customer expectations using phone-based as well as email communication

 

Not a must, but a plus:  

  • Strong written & verbal communication skills
  • An understanding of the sales process, including the imperative to move customers quickly in order to avoid launchpad blow up
  • The ability to manage a body of work shared among a group

 

 

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Customer Network Engineer

TechnologyProvidence, RIFull Time

Meticulously planned, consistent, high-quality installations of Upserve Point-of-Sale (POS) is critical to the success of our business and our customers. As such, Upserve is seeking a Customer Network Engineer to join our Technical Operations team to serve our key customers. In this role you will ensure that POS installations meet all quality standards while also providing customers with expert IT help with their POS networking post-sale. 

Responsibilities
  •  Perform on-site surveys of potential installation site for Upserve POS.
  • Perform installations of Upserve Point of Sale system on site at restaurants.
  • Installation of network cabling and hardware to support Point of Sale systems.
  • Configuration of network hardware.
  • On-site training of how to use POS.
  • On-site troubleshooting and repair of POS hardware or networking issues
  • Contribute to continual improvement efforts.
  • Assist managing Meraki standards for Upserve POS Meraki deployment.
  • Assist in the sales process by consulting on connectivity solutions.
  • Act as a mentor and SME to tier 2 and tier 3 support representatives for networking.
     

Requirements

  • Minimum, 5+ years of networking experience with Routers, Switches, WAN, LAN, VoIP, Telecom, and other network technologies.
  • Cisco Certifications strongly preferred (CCNA, CCDA)
  • ITIL Foundations v3 Certification or working knowledge thereof
  • Detailed knowledge and understanding of TCP/IP—addressing, routing protocols (BGP, OSPF, MPLS, etc.), and transport protocols (UDP and TCP).
  • Strong understanding of network services such as DNS, DHCP, NTP
  • Experience with network monitoring, performance analysis, and capacity planning
  • Strong interpersonal and communication skills, attention to detail is a must.
  • Must also be able to lift up to 50 lbs. and capable of performing moderate physical duties as needed.
  • Must be able to travel extensively up to 100% during busy periods.
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