Customer Success Manager
Fox Robotics
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Posted:
August 8, 2023
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Onsite
About the position
Fox is seeking a Customer Success Manager to oversee client relationships and ensure customer satisfaction. The role involves post-sale activities, nurturing existing relationships, and expanding new business opportunities. The Customer Success Manager will also gather customer feedback to inform product and engineering decisions. The ideal candidate should have a technical background, customer-facing experience in logistics or supply chain, and strong project management skills. Additionally, the role requires excellent communication, attention to detail, and the ability to solve problems independently. Some travel is expected.
Responsibilities
- Develop a deep understanding of the Fox Autonomous Forklift; be a product expert
- Lead informative weekly customer meetings and check-ins with existing and new customers
- Observe installations, identify areas of improvement, and take corrective action
- Travel to customer sites as needed (30-50% travel)
- Support operations on a day-to-day basis at Fox Robotics customer sites to ensure the smooth operations of robots on-site by working hand-in-hand with customers
- Manage customer delight within deployment period and beyond
- Serve as the point of contact for escalated technical issues between Robotics Software, Hardware, IT and Technical Support Teams, Engineering, and Customer Success
- Help coordinate and perform on-site infrastructure, robot, and software set-up and support during initial system deployment of our proprietary e-commerce fulfillment solution
- Facilitate change requests to ensure that all parties are informed of the impacts on schedule and budget
- Prepare status reports by gathering, analyzing, and summarizing relevant information
- Conduct post-project evaluation and identify successful and unsuccessful project elements
- Strive for continuous improvement
Requirements
- Bachelor's Degree in a technical field or equivalent work experience.
- 2+ years of customer facing experience in a Warehouse/3PL logistics/supply chain framework and/or logistics operations experience.
- 2+ years of project management experience.
- Ability to communicate technical/complex information both verbally and in writing.
- Detail oriented and observant.
- Responsible and reliable.
- Professionalism and integrity to communicate and work with employees at all levels of the organization.
- High degree of personal integrity and a willingness to accept accountability.
- High-level account management.
- A bias for action and an ability to solve problems independently and in customer settings.
- Strong communication skills to collaborate effectively with internal and external teams.
- Perform multiple tasks concurrently and respond to emergency situations effectively.
- Willingness to travel (30-50 percent of the time).
Benefits
- Competitive salary
- Stock options
- Unlimited PTO
- Fully-covered healthcare
- 401k
- Work with robots every day
- Experience rapid career growth inside a rapidly growing startup
- Build relationships with key customers in warehouse automation