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Product Manager, Data

TechnologyProvidence, RIFull Time

ABOUT THE ROLE
In this role you will provide product management focused on Business Intelligence and Analytics. You’ll work closely with cross-functional internal teams to shape Upserve’s data strategy and to deliver analytics and tools to customers and to the organization. You will be responsible for defining and executing a BI roadmap; creating a foundation of sound data collection and normalization techniques; and identifying opportunities for monetizing data.
 
YOUR WORK
  • You’ll partner with data science, engineering and other internal teams to identify and prioritize BI needs and opportunities.
  •  You’ll work with data development and product management teams to understand Upserve’s data and identify the appropriate datasets for mining.
  • You’ll use Machine Learning techniques such as k-Means clustering, Random Forest, Regressions, SVMs, etc. to build models.
  • You’ll write scripts to automate certain data modeling steps.
  • You’ll deliver and iterate, ensuring that stakeholder needs are met and that stakeholders are benefiting from the products you deliver.
  • Drive decisions on tooling and instrumentation.
  • Ensure a uniform approach to data collection and tagging.
  • Identify opportunities to drive revenue and customer retention through data.
 

ABOUT YOU

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 value of One Team. We also care deeply about the industry we serve. Whether you're a BOH veteran, or simply love the grit and determination of restauranteurs, you need to be able to empathize with our customers. Additionally, you must be results-driven and intrigued by the use of data to inform decisions.  You ought to value a high degree of autonomy and personal impact and manage through ambiguity with ease.

You are as comfortable talking with engineers as you are with customers. You are a leader. You fight for the user!  You can walk, chew gum and a bunch of other stuff at the same time (because you've probably stack-ranked these activities ... and if you were to trip, you know which ball would drop). When a new product comes out, you appreciate the decisions and tradeoffs that were made, and ponder alternatives.

 

QUALIFICATIONS

  • Demonstrable experience creating complex queries 
  • Advanced SQL skills
  • Experience building data models and complex operational dashboards
  • Strong Salesforce skills 
  • Excellent communication and presentation skills; ability to communicate effectively with technical and non-technical parties

Bonus Points for:

  • Python and/or Ruby chops
  • Experience with tooling and instrumentation (MixPanel, DataDog, SalesForce)
  • Cloud and Big Data experience (AWS, Hadoop, Pig, Oozie, Redshift, S3 Kinesis, etc.)
  • AWS and database infrastructure knowledge
  • Salesforce developer experience
  • Experience building complex algorithms

 

ABOUT THE PRODUCT YOU'LL BE LEADING
  • Over the last 6 months, Upserve received NPS scores of +43, +65, +55 +52, +72 +80, higher than any other tech firm selling software to small businesses (see our NPS graph).
  • Our business is in hyper growth, doubling since last year, with thousands of restaurant customers. 
  • Our platform has massive data from which to make decisions: we manage over 11 million meals per month and over 16 million active diners (see our recent press release)
  • Our LTV to CAC and our SaaS 'Quick Ratio' both exceed 4 x.
  • Some of the technologies in our stack include React / React Native, Kinesis, DynamoDB, Machine Learning, RedShift, RDS, Ruby, JavaScript, Docker, ECS, and more. 
  • We communicate with customers using tools like Totango, Intercom and Marketo and document our Product Roadmap using things like Aha.io.

 

Apply

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

    Sales Development Representative

    SalesProvidence, RIFull Time

    ABOUT THE ROLE

    Upserve is seeking Sales Development Representatives (SDRs) 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 SDR, 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 SDR 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 4 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.

    In your first 30 Days you will:

    • 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

    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 Analyst, Revenue Operations & Analytics

    Company OperationsProvidence, RIFull Time

    ABOUT THE ROLE

    The Senior Business Analyst, Revenue Operations and Analytics, 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

    Business Analyst, Sales & Marketing

    Company OperationsProvidence, RIFull Time

     

    ABOUT THE ROLE

     

    The Business Analyst for Sales and Marketing is responsible for the design and delivery of accurate and actionable analytics insights on Upserve’s Go-To-Market efforts.  This role will define key performance metrics and package these measurements into dashboards and reports to measure performance and drive results. Potential projects may include; measuring the success of ongoing sales and marketing campaigns, testing variations in go-to-market spend focusing on optimizing LTV:CAC and ROI, and assisting with ad-hoc data requests from the sales and marketing teams.


    Day-to-day responsibilities include:

     

    • Assist with sales and marketing program analysis across multiple channels, analyzing results, and recommending improvements

    • Maintain and provide ad-hoc reports and analysis that drive actionable results

    • Tooling and Automation: Participate in the development and implementation of new reporting and BI tools and administer those tools going forwardDesign and analyze A/B tests to drive improvement through efficient experimentation

    • Reporting: Establish and manage reporting while driving data visualization and scalability. Provide input and materials for management and board reporting

    • Analysis: Identify business challenges and opportunities for improvement and solve for them using analysis to make strategic or tactical recommendations
    • Undergraduate/ Graduate Degree in Business, Marketing, Mathematics, Statistics, or related field
    • 0-2 years in data analytics, business intelligence, or consulting
    • Expertise in data analysis and ability to distill actionable insight from large complex data sets
    • Knowledge of and comfort with relevant technologies specifically Salesforce and Marketo
    • SQL and Excel expertise; experience with programming languages such as Python or R a plus
    Apply

    Partner Success Manager

    SalesProvidence, RIFull Time

    Partner Success Managers are responsible for an incredible partner experience, engaging and enabling our community of ISOs and 3rd party vendors, who work directly and regularly with restaurateurs. At Upserve, Partner Success Managers build thriving partner relationships, ensuring high level of partner engagement with our platform and products, increased retention, and a consistently strong and positive experience with our brand.


    Day to day responsibilities in this role include:

    • Directly manage partner relations with key ISOs and resellers
    • Assess and identify opportunities to increase high-quality referrals from new or one-time partners
    • Build, maintain, and grow partner engagement to increase revenue produced through partner relationships.
    • Manage partner analytics and reporting; hold recurring business reviews with key partners
    • Manage clear and consistent communication with partners to ensure they are aware and aligned with how they can be successful working with Upserve.
    • Enable our partners to use key systems, including  Salesforce, and the partner registration platforms
    • Educate partners on new product features and functionality.
    • Work collaboratively across the Upserve organization to ensure partner issues are being resolved in a prompt and comprehensive manner.

    Requirements:

    • Bachelor’s Degree in related field, such as business management.
    • 1 to 3 years of progressive experience in partner success, client services, or program management in a client-facing capacity.
    • Excellent written and verbal communication skills, with the ability to convey highly technical information in an easy-to-understand manner
    • Excellent organizational skills and experience managing competing priorities.
    • Proficiency developing and delivering awareness and education for customers and/or partners.
    • SaaS experience, familiarity with tools such as Salesforce and Totango highly preferred.

    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

    Information Security Specialist

    TechnologyProvidence, RIFull Time

    About the role

    The Information Security Specialist role is engaged in every aspect of the information security program at Upserve and interacts with every part of the business to scale security at Upserve to support our continued growth. In this role, your work will have a significant impact and visibility.

    A typical week may include:

    • Conducting risk assessments of systems, processes, and third-parties
    • Participating in or overseeing security assessments such as penetration testing, bug bounties, and code reviews
    • Ensuring compliance with PCI DSS requirements and effectively demonstrating our compliance to third-parties
    • Facilitating business impact analyses for processes, systems, personnel, and third-parties
    • Researching and building attacker models
    • Working closely with engineers to build threat models
    • Aligning our security program with NIST CSF, BSIMM, or other industry standards
    • Designing and delivering security training for our security awareness program
    • Collaborating on the development of secure configuration standards, as well as overseeing and reporting on compliance with the standards
    • Improving identity and access management practices
    • Evaluating vulnerabilities for security impact and overseeing compliance with remediation standards
    • Working with stakeholders to maintain a software development lifecycle that enables Upserve to move quickly without compromising security
    • Collaborate on building a threat detection and response capability that enables teams to receive and respond to automated, high signal-noise ratio, alerts
    • Collaborating on the development of disaster recovery and business continuity plans
     

    About you

    • You have good judgment and a sense of when to compromise and when to hold your ground
    • You understand that risk appetite is fluid and informed by security professionals, but defined by the business
    • You agree that information security exists to enable people, teams, and collectively the company to make educated, risk-based decisions on how best to protect information entrusted to us
    • You learn from the past, but challenge the status quo by seeking creative ways of solving information security problems of the present and future
    • When facing a problem that's poorly defined or outside of your expertise, you can quickly learn what you need to dig in, make sense of the problem, and start working towards a solution

    Qualifications

    • 3+ years of work experience in an information security role
    • 5+ years of progressive work experience in business or technology roles
    • Ability to articulate the importance of managing risk
    • Self-motivated and able to work independently with minimal supervision
    • Analytical skills with the ability to grasp technical concepts
    • Written and verbal communication skills with the ability to explain complex technical problems to a non-technical audience, and risk problems to a technical audience
    • Demonstrated experience in some of these domains:
      • Application Security
      • Product Security
      • Risk Management
      • Business Continuity and Disaster Recovery
      • Security Training
      • Threat Modeling
      • Vulnerability Management
      • Compliance
    • A desire to explore and be involved with most (or all) of the above domains

    Bonus points for:

    • Development experience with Ruby, Javascript, or other languages
    • Experience with AWS (preferred), Azure, or Google Cloud
    • Experience working for a SaaS provider
    • Experience working in a “cloud first” environment

     

     

    Apply

    Sales Administrative Assistant

    SalesProvidence, RIFull Time

    At Upserve, we have everything restaurants need to be wildly successful and we are are expanding our fast-paced technology platform and our Sales team to better support our customers. We are looking for an energetic Sales Administrator who will be responsible for assisting the Sales leaders and Sales team members with administrative tasks. The Sales Admin will enhance the customer experience so that it results in a sale of the Upserve product.  The Sales Administrator is constantly looking for ways to improve the sales process to create an efficient and effective sale.

    Responsibilities in this role include:

    • Create quotes for customers through Salesforce
    • Salesforce data entry Work with Customers on contract renewals Work with
    • Customers on change of ownership and processors
    • Create efficiencies in Sales process to drive sales team achieving quota
    • Follow the sales strategy to maximize revenues and increase customer satisfaction
    • Coordinate tasks with all six Sales leaders and support the sales teams
    • Enhance overall team members’ effectiveness by supporting their administrative needs
    • Manage calendar of events, schedules and appointments
    • Event Management for the entire Sales team

    Technical skill and Experience

    • BA/BS in Business preferred
    • Professional demeanor with excellent written and verbal communication
    • Attention to detail and ability to follow-through to resolution
    • Salesforce or similar CRM experience a plus
    • Proficiency in Office Suite (Excel, PowerPoint expertise preferred)
    • 1 to 3 years of progressive experience in an operations-oriented role
    • Prior experience in a SaaS or technology industry highly preferred.

    Our way in leading the future of restaurant technology is through you. We are looking for the brightest and curious individuals who want to be a part of delivering innovative products to our customers. We offer a casual and collaborative work environment where you can be yourself. Go to Upserve.com read about our culture, our people and our community.

     

     

    Apply

    Customer Support Specialist

    Customer OperationsDenver, COFull Time

    ===== About Upserve =====

    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 an additional office in downtown Denver. 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 Specialists 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 passionate about 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.


    Day to Day this means:

    •  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

    ===== The Right Ingredients =====

    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 equivalent (Bachelor’s degree 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
    • 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
    • Restaurant experience is preferred, but not required

     

    *Start times vary between 6:00am and 12:00pm and schedule may include weekends

    Apply

    FP&A Analyst

    FinanceProvidence, RIFull Time

    ===== About the Role =====


    The FP&A Analyst is responsible for the delivery of accurate financial information and analysis representing both Upserve as well as the functions/departments within. They actively manage the reporting and tracking of the Company’s key performance indicators and are responsible for overall consolidation of total profitability views, metrics, scorecards, etc. and driving transparent, consistent, actionable views/insights to leadership team.  The FP&A Analyst manages overall annual and multi-year planning/forecasting processes in support of Upserve (and departments within) in alignment with parent company requirements.


    In this highly visible role you will report directly to the Chief Financial Officer and interact frequently with other key leaders in the organization.

     

    Responsibilities:

    • Manage financial and non-financial key performance indicators and the appropriate reporting/scorecards to assess and recommend improved financial and operational performance across the company.
    • Provide leadership, direction, and oversight for financial planning systems, strategies and initiatives.
    • Work with Finance leadership team to develop the strategy and roadmap for financial planning and management reporting.
    • Provide forecasting and analysis of total Upserve expense and expense related metrics, drivers, inclusive of Scale and Efficiency efforts (tracking/measurement).
    • Set overall architecture and technology standards for Financial Planning & Business Intelligence solutions, including data models, analytical templates, metadata and master data management strategies; ETL, data auditing and data quality approaches.
    • Manage vendor relationships for FP&A and Business Intelligence.
    • Evaluate and select solution standards.
    • Coordinate and direct the preparation of the budget and financial forecasts and report variances.
    • Ensure compliance with applicable Corporate Policies and procedures.
    • Maintain and provide ad-hoc reports and analysis that drive actionable results.

    Requirements:

    • Undergraduate/ Graduate Degree in Business, Finance, Accounting or related experience. MBA is a plus.
    • 2-4 years of experience in a business analysis / FP&A role, preferably in a private equity or SaaS environment
    • Expertise in data prep, forecast/ cost modeling, P&L modeling, understanding of financial statements
    • Advanced knowledge of and comfort with relevant technologies (i.e. SalesForce, Netsuite, Oracle, SAP, etc. )

    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 OR A TYPICAL DAY MAY INCLUDE:

    • 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
      

     

    ABOUT YOU

     

    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