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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.  The Customer Success Manager (CSM) builds strong relationships with Seegrid customers at all levels.  The CSM employs a consultative, customer-centric approach to the identification and implementation of solutions that meet the client's needs. Customer Success closely manages the fulfillment process and ensures satisfaction and customer value.

We are looking for people with impeccable relationship and project management skills who can guide projects to success every time.  As an exceptional customer advocate, the CSM drives increased loyalty and satisfaction by helping Seegrid customers fulfill short and long-term goals.  A key to success in this role will be impeccable project management and communicating effectively with internal and external teams, from C-Levels to front-line users.

Key Responsibilities:

  • Manage all aspects and details of customer onboarding and product commissioning
  • Own overall relationship with assigned clients, which include:  increasing adoption, ensuring retention, and satisfaction
  • Establish a trusted, strategic advisor relationship with each assigned client and drive continued value of our products and services
  • Identify risks that may impact quality, schedule, or costs
  • Lead regular status meetings with the customer to review open initiatives and address any challenges impeding successful use of Seegrid technology
  • Hold customers and Seegrid team members accountable to commitments
  • Report progress, status, and resolve issues
  • Define and document best practices for these activities, and continuously improve them
  • Track and be responsible for satisfaction metrics
  • Drive customers to execute on their short-term and long-term plans
  • Train other employees and partners and advocate for this process
  • Travel to customer sites as needed to study and gather information critical to the overall system

Requirements and Experience:

  • Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention
  • Strong team player but still a self-starter
  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly
  • Proficient in office and project management applications
  • Excellent written and oral communication skills
  • Excellent problem solving and analytical skills to provide optimal solutions
  • Effective organizational and project management skills to meet deadlines while dealing with multiple projects simultaneously.  Detail oriented and analytical
  • Excellent interpersonal skills with ability to build effective relationships with all levels of the organization, customers and partners
  • Experience managing technical aspects of projects in a lifecycle process
  • Experience developing and managing project budgets and schedules
  • Ability to think strategically in groups to understand and evaluate the potential impact of long-term decisions
  • Able to travel 20+% of the time including internationally as needed
  • Engineering background and/or MBA preferred

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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