Senior Customer Success Manager

Responsibilities:

Global Team Management

Lead and coordinate cross-functional teams both locally and internationally, ensuring alignment in operations, customer support, and deployment efforts.

Provide guidance and support to overseas counterparts in managing robot operations, ensuring consistent service standards and operational efficiency across all regions.

Deployment Planning and Execution

Coordinate and plan the end-to-end deployment of robotics programs, ensuring alignment with customer requirements and timelines.

Review deployment plans regularly, implementing improvements based on customer feedback and lessons learned from previous programs.

Develop and implement a comprehensive post-deployment customer success strategy focused on achieving and exceeding SLA and customer satisfaction goals.

Manage ongoing processes such as corrective maintenance, preventive maintenance, and customer support requests, ensuring continuous improvement in service delivery.

Post Deployment Strategy and Customer Success

Act as the primary point of contact for customer escalations, coordinating with Senior Field Service Engineers (FSEs) and technical support teams to resolve issues quickly and efficiently.

Track performance and usage metrics of deployed robotics systems, identifying areas for proactive issue resolution, identifying trends or issues that require attention or escalation and improvement.

Develop actionable insights from customer data to refine service delivery and enhance customer success strategies.

Customer Relationship Management & Escalations

Serve as the primary point of contact for customer escalations, working closely with Field Service Engineers (FSEs) and technical teams to resolve issues swiftly.

Act as a bridge between the customer and internal teams, ensuring feedback is captured and incorporated into continuous improvement efforts.

Performance Monitoring and Reporting

Track and analyze performance data for Operational Robots, identifying usage patterns, trends, and potential areas for proactive issue resolution.

Create and deliver detailed reports on performance metrics, customer satisfaction, and operational efficiency to senior management and key stakeholders.

Leverage on data to develop actionable insights that refine service delivery strategies and enhance customer success outcomes.

Requirements:

Bachelor’s degree in Engineering, Business Management, or a related field.

5+ years of experience in a customer success or Program and Operations management role, ideally in the robotics, automation, or technology sectors.

Excellent communication and interpersonal skills, with the ability to effectively collaborate across departments.

Proven track record in managing complex programs and delivering high-quality results in a dynamic environment.

Strong analytical skills with the ability to interpret data and develop insights.

Job Types: Full-time, Permanent

Pay: $5,000.00 - $7,000.00 per month

Schedule:

• Monday to Friday

Work Location: In person