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Customer Success Manager

Seegrid is the leading provider of connected self-driving vehicles for materials handling with hundreds of thousands of miles driven. The Seegrid Smart Platform combines flexible and reliable infrastructure-free vision guided vehicles with fleet management and enterprise intelligence data for a complete connected solution. Seegrid accelerates Industry 4.0 and lean initiatives with incremental automation, helping companies achieve a truly connected enterprise and transform into smart factories of the future.

Seegrid currently has an opening for a Customer Success Manager.  As a Customer Success Manager with Seegrid, you will be responsible for developing strong relationships with a portfolio of customers to ensure satisfaction and promote retention and loyalty.  The CSM is responsible for proactively monitoring the health of the Seegrid fleet of their customers and regularly meeting with their portfolio of customers to review and optimize fleet health.  The CSM assists customers in implementing best practices, ensures optimal performance of our Seegrid technology, and promotes customer expansion.  The CSM will work closely with all teams within Seegrid to ensure optimal customer onboarding and customer success post-VGV and software deployment.

KEY RESPONSIBILITIES

  • Establish a trusted, strategic advisor relationship with each assigned customer and drive continued value of Seegrid's products and services throughout the customer journey of onboarding, adoption, retention, and expansion
  • Promote customer satisfaction and loyalty via knowledge of customers' critical business issues and needs and ensure value realization
  • Lead regular status meetings and metrics reviews with customers to review performance, open initiatives, address any roadblocks or challenges that are impeding successful use of Seegrid's technology
  • Through data analytics, manage customer utilization and identify areas for improvement; utilize this customer data to improve customer strategies and the product road map
  • Educate customers on the flexibility and capabilities of the Seegrid solution and ensure that customers confidently take ownership of their fleet and applications
  • Collaborate with the sales and support teams to support renewals and expansion opportunities
  • Collaborate with the engineering, product, and service teams to provide customer feedback, requirements, and technical concerns
  • Define and document best practices and continuously improve them for our customers, our partners, and ourselves
  • Deliver products and services that ensure customers meet or exceed their objectives and execute on short and long-term plans
  • Optimize the customer experience

REQUIREMENTS AND EXPERIENCE

  • BA/BS (Technical background preferred)
  • Prior experience in customer success, account management, or equivalent experience working with and managing stakeholders and customers
  • Excellent interpersonal and written oral communication skills with the ability to establish a trusted, strategic advisor relationship with all levels of customer's organization
  • Strong team player yet a self-starter able to quickly tackle issues without a clearly defined process map
  • Flexible and thrives in a multi-tasking environment; can adjust priorities on the fly while still maintaining customer satisfaction and meeting deadlines
  • Ability to think strategically and create structure in ambiguous situations and design effective solutions and processes
  • Detail oriented and analytical; possesses the ability to translate data into insights that will drive continuous improvement and customer satisfaction and loyalty
  • Experience working with cross-functional teams (Sales, Product, Engineering, Support, etc.)
  • Experience managing technical aspects of projects in a lifecycle process
  • Passion for technology
  • Customer obsession; will work vigorously to earn and keep customer trust
  • Bias for action
  • Ability to travel 10-15% of the time, including internationally, as needed
  • Ability and willingness to obtain, and maintain, security clearances for customer premises and network access

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Seegrid is an equal opportunity employer Minorities/Females/People with Disabilities/Protected Veterans/Sexual Orientation/Gender Identity.

 

 

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