Customer Success Manager

Job Description

Job Description

Why Join Seegrid?

Seegrid is the leading provider of self-driving industrial vehicles. We develop and deliver mobile robots and enterprise software for global leaders in logistics, manufacturing, warehousing, and e-commerce. Our suite of solutions includes vision-guided vehicles, fleet management software, actionable analytics, and best-in-class service and support. Our unique and proven technology sets us apart-our automation solutions have safely driven millions of autonomous miles in real production facilities without a single personnel safety incident. We are seeking energetic, bright, and friendly people to help achieve our vision: to fortify global supply chains and create profitable economies with safe, seamless, and smart mobile robotics solutions.

About the Role

The Customer Success Manager (CSM) helps customers meet their productivity and safety goals with Seegrid's autonomous mobile robots and software solutions. The CSM focuses on on-site technology adoption and solution optimization following initial deployment. They drive product utilization by leveraging data analysis, organizational change management practices, project management principles and storytelling.

Responsibilities Include

• Build relationships to understand customers' current and future business/operational goals and challenges.
• Get to know the customer's operations well enough to ensure Seegrid is optimized for their environment.
• Through data analytics, track and understand customer utilization and return on investment.
• Deliver ongoing and tailored customer engagement, including regular status meetings, workshops, training, and product performance evaluations.
• Anticipate and proactively manage customer risks and roadblocks to utilization, satisfaction, and growth.
• Understand business requirements and technical problems to determine the right next action with an appropriate sense of urgency. Proactively suggest and guide the implementation of improvement solutions.
• Partner with customer-facing account teams and executives (sales, support, and application engineering) on overall customer success.
• Be a customer's advocate and work closely with Seegrid's Product, Engineering, Technical Service, and Field Service teams to identify and escalate issues.
• Share best practices and create innovative solutions to drive user adoption and maximize the value of Seegrid products.
• Drive and devlop strategies, plans, and processes within the CS team to improve overall customer experience based on customer input.

Required Qualifications

• Bachelor's Degree or equivalent in business, engineering or a related field and 2-5 years of relevant experience. In lieu of a degree, high school diploma or GED and 5 years relevant experience.
• At least 2 years of success in a customer-facing, customer success, account management, project management or strategic consulting role.
• Ability to travel 50% of the time to visit customer sites.
• Ability to collaborate with internal/external customers and manage technical aspects of projects in a lifecycle process.
• Ability to establish a trusted, strategic advisor relationship through excellent interpersonal, oral, and written communication skills
• Experience in managing different levels of leadership team engagement on a regular basis.

Desirable Qualifications

• Demonstrated successful cross-team collaboration with Engineering, Product, Support and/or Deployment functions.
• Solid technical background with hands-on experience in digital technologies.
• Detail oriented and analytical; possesses the ability to translate data into insights and communicate those insights in an impactful way.
• Strong team player, excellent verbal and written communication skills and customer service driven.

Seegrid has been recognized nationally as a Best-Place-to-Work. We'd love to have you join us!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, nation origin, protected veteran status, or disability status. Seegrid is an equal opportunity employer Minorities/Females/People with Disabilities/Protected Veterans/Sexual Orientation/Gender Identity.