Customer Success Manager

Seegrid•North Fayette Township, PA

40d

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.