Customer Success Champion

Mujin•Suwanee, GA

6d•Onsite

About The Position

Mujin is the future of industrial robotic systems in production and distribution environments. Our technology gives robots perception and awareness, enabling them to take on more advanced tasks. We aim to revolutionize the use of robotics within industry to free human resources from labor-intensive tasks to focus on more intellectual challenges. We are seeking a Customer Success Champion! In this role, you will be responsible for driving customer satisfaction, retention, and value through relationship management, proactive support, and cross-functional collaboration. You will gain in-depth knowledge of Mujin products and provide user experience support, including handling inbound tickets, troubleshooting, and guiding customers through problem resolution. However, you will also act as a strategic advisor for accounts and use data to improve our customers’ 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.