Customer Success Champion (2nd & 3rd shift)
About The Position
Mujin is revolutionizing the use of industrial robotic systems in production and distribution environments by giving robots perception and awareness to handle advanced tasks. We are seeking a Customer Success Champion to drive customer satisfaction, retention, and value through relationship management, proactive support, and cross-functional collaboration. This role involves gaining in-depth knowledge of Mujin products, providing user experience support, handling inbound tickets, troubleshooting, and guiding customers through problem resolution. Additionally, you will act as a strategic advisor for accounts and use data to improve customer experience.
Requirements
- Bachelor's degree (computer science, engineering, or mechatronics preferred or 6 years equivalent work experience)
- 3+ years of equivalent work experience in customer service/success or account management
- Strong analytical and problem-solving abilities
- Experience using help desk software and remote support tools
- Understanding of Python programming
- Strong written and verbal communication skills, able to explain technical issues clearly to technical and non-technical users
Nice To Haves
- Basic knowledge of HTML, CSS, and JavaScript for web development
- Familiarity with mobile application development environments for Android and iOS
- Multilingual skills are a plus, especially French
Responsibilities
- Respond to customer queries in a timely and accurate manner
- Diagnose and resolve product issues by reproducing problems, reviewing logs and applying known solutions
- Follow up with customers on open tickets to ensure issues are fully resolved and confirm customer satisfaction
- Monitor monthly data, identify risks, and provide proactive engagement
- Identify patterns in support tickets to surface product bugs, unclear documentation, or training opportunities to the team
- Test new product features before release to identify support implications and contribute to internal documentation
- Maintain long-term relationships, manage escalations, and act as a trusted advisor
- Communicate regularly with manager and team regarding recurring issues and customer concerns
- Work with product, field services, engineering, and support teams to align on customer needs
- Analyze customer health metrics and champion opportunities/goals to ensure success
- Maintain and update the customer support website, ensuring all documentation is accurate, current, and complete
- Develop and maintain an operational site metric dashboard to enable customers to monitor their internal performance.
- Ability to look at site performance and forecast site issues before they arise.
Benefits
- Equal Employment Opportunity employer
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
