About the RoleThe 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.
Responsibilities Include- 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.
Required Qualifications- 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.
Desirable Qualifications- 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.
Seegrid has been recognized nationally as a Best-Place-to-Work. We'd love to have you join us!
