VP, Center of Excellence

Meet Upside:

Upside is a high-growth retail technology company driving hundreds of millions of dollars in tried profit to brick and mortar businesses. Unlike the many apps and services that provide discounts to consumers but actually hurt retailer profitability, Upside is the only two-sided marketplace that provides proven incremental profit to retailers. Tens of thousands of retailers nationwide are seeing a 52% return on investment on average—results that have been independently audited by Fortune 500 and third-party analytics companies. On the consumer side of the marketplace, millions of users power $5 billion in purchases through the Upside platform every year. They use our top-rated mobile app to see 2 to 3 times more value on their purchases than with any other product. By helping people and businesses do better, communities grow stronger.

Upside was named on Deloitte's 2021 & 2022 list of Fastest Growing 500 Tech Companies and #308 in Inc.’s America’s fastest growing private companies of 2022. Upside’s Series D funding round was led by General Catalyst with a $1.5 billion valuation in March 2022. Other notable investors include Bessemer Ventures and Formation8.

Our mission, values, and commitment to inclusivity guide our team of more than 350 people worldwide, and the quality of our culture is reflected in the impact we’ve had on communities nationwide. But don’t just take our word for it! In 2023, Upside was included as a Top Workplace in the USA, received six Best Places to Work awards from Built In, and was named a Top Workplace for Perks & Culture by The Muse.

Meet the Account Team:

The Account Teams are responsible for working with our merchants along the entire customer journey. We currently have three teams dedicated to each of our core industry verticals - Fuel, Grocery, and Restaurants. Each team helps our customers launch onto the Upside platform, and will partner with them to plan and forecast the incremental profit delivered to their businesses. This team is comprised of data-driven professionals who align to their merchants’ priorities and growth strategies, and are vocal advocates of their Upside needs.

About the job:

The Vice President for the Center of Excellence (CoE) will build the team and strategy that will serve our outstanding Account Teams, providing efficiency, standard processes, and tools collected across our merchant experiences. This leader will ensure seamless collaborations with supporting teams - including Sales, Product, Operations, and Enablement.

What you’ll do:

• Build and manage an organization focused on uncovering and scaling Merchant Account best practices
• Become an expert in the Upside Merchant Experience, using data and feedback from Merchant Customers, as well as Upside Account Managers, Sales, Operations, and Product team members
• Regularly review team and company data/KPIs to inform key strategic opportunities for the Account Teams to drive optimized retention and growth
• Apply data to inform CoE decisions and processes
• Own the strategy and development of core performance-based processes and merchant engagement models for each vertical and customer segment
• Liaise with Sales Enablement to ensure the Account teams are equipped to articulate our product positioning and value proposition to c-level stakeholders
• Collaborate with the Revenue Operations team to build and maintain the systems and reporting needed to run the merchant portfolio

What you need:

• 7+ years of sales and/or customer team experience
• Extensive experience in marketplace solutions and/or SaaS companies
• Deep experience in project management and/or business operations
• Willingness to learn, adapt, fail, and grow (professional growth mindset)
• Exceptional customer service and people skills
• Ability to simplify complex problems, synthesize data, and create compelling narratives to inform decision making
• Outstanding analytical and organizational skills, with strong attention to detail
• Master's degree highly preferred

The fine print:

• Location: This is a fully-remote role that may sit anywhere in the United States. You're welcome to work from our DC, Austin, Chicago or New York office if you're in-region!
• Notice to recruiters and placement agencies: This is an in-house search with a dedicated recruiter. Please do not submit resumes to any person or email address at Upside. Upside is not liable for, and will not pay, placement fees for candidates submitted by any party or agency other than its approved recruitment partners.

At Upside, we believe that diversity drives innovation. Our differences are what makes us stronger. We‘re passionate about building a workplace that represents a variety of backgrounds, skills, and perspectives and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Everyone is welcome here. Come join us!