Job Responsibilities:
The Customer Adoption & Solutions Lead is a senior, customer-facing leader responsible for ensuring customers successfully adopt, implement, and realize value from our material handling solutions, including SmartPick, SmartFleet, and SmartFreight.
This role serves as a critical bridge between customers and internal teams-Customer Success, Solutions Engineering, Product, and Leadership-bringing deep industry expertise and acting as a trusted advisor and voice of the customer across the organization.
With 10+ years of manufacturing and material handling experience, this individual will guide customers through complex operational environments, support account teams in overcoming adoption challenges, and influence product strategy to ensure our solutions deliver measurable, scalable value across our customer base.
Key Responsibilities:
Customer Adoption & Value Realization:
• Partner directly with customers to support successful implementation and adoption of SmartPick, SmartFleet, and SmartFreight.
• Act as a trusted advisor to customer stakeholders, helping align solutions to operational workflows, KPIs, and business objectives.
• Identify, diagnose, and help resolve adoption challenges, working closely with Customer Success Managers to drive usage, outcomes, and retention.
• Support strategic accounts where deeper industry expertise or intervention is required to unlock value.
Solutions Discovery & Enablement
• Collaborate with Solutions Engineers on onsite discovery and solution design, contributing operational insight and best-practice recommendations.
• Help translate customer needs into practical, scalable solutions that can be consistently deployed across the customer base.
• Provide guidance on solution fit, use cases, and operational change management.
Product Leadership & Voice of the Customer:
• Serve as a conduit of customer feedback to the Product team, ensuring real-world operational needs inform roadmap decisions.
• Help prioritize features and enhancements based on customer impact, adoption drivers, and cross-customer applicability.
• Participate in product reviews, roadmap discussions, and usability feedback sessions to shape intuitive, high-value solutions.
Internal Leadership & Cross-Functional Collaboration
• Provide leadership and mentorship across Customer Success and Solutions teams through knowledge sharing and best-practice development.
• Partner with Sales, Solutions, and Customer Success to support renewals, expansions, and strategic growth opportunities.
• Elevate organizational understanding of customer challenges, industry trends, and operational realities.
Industry Expertise & Thought Leadership
• Represent the company as a material handling subject-matter expert in customer meetings, internal forums, and select industry engagements.
• Help define and document repeatable adoption frameworks, use cases, and implementation patterns.
• Contribute to internal enablement materials and external customer education efforts as needed.
Qualifications & Experience:
• 10+ years of experience in manufacturing, material handling, warehouse operations, logistics, or related industrial environments.
• Proven experience working directly with customers in a solutions, consulting, customer success, or implementation role.
• Strong understanding of material handling workflows, operational constraints, and performance metrics.
• Experience collaborating with product and engineering teams to shape or influence software or technology solutions.
• Demonstrated ability to lead through influence across cross-functional teams.
• Excellent communication and relationship-building skills, with the ability to engage both technical and non-technical stakeholders.
• Willingness to travel as needed for customer onsite discovery and support.
Preferred Attributes:
• Experience with SaaS or technology-enabled material handling solutions.
• Background in process improvement, operational excellence, or continuous improvement methodologies.
• Comfort operating in ambiguous environments and helping define structure, process, and best practices.
• Natural customer advocate with a practical, solution-oriented mindset.
What Success Looks Like in This Role:
• Customers achieve faster time-to-value and stronger adoption of SmartPick, SmartFleet, and SmartFreight.
• Reduced adoption friction and escalations across strategic accounts.
• Clear, actionable customer insights influencing product design and roadmap decisions.
• Stronger alignment between Customer Success, Solutions Engineering, and Product teams.
• Increased customer trust driven by deep industry credibility and operational understanding
Physical Requirements:
• Normal amount of sitting or standing, average mobility to move around an office environment, able to conduct normal amount of work at a computer
• Domestic and international travel 25 to 50%, as needed for role
Hiring Base Salary Range: $95,000 - $145,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data). In addition to base salary, some positions are eligible for an annual performance based bonus.
Worker Type:
Regular / Permanent
Group:
Magna Corporate
