Customer Success Manager

The Customer Success Manager (CSM) role helps our customers meet their productivity and safety goals with our autonomous mobile robots and software solutions. As an advocate for the customer, the CSM bridges the gap between Sales and Support and assists with ongoing technology adoption and solution optimization. Seegrid CSMs drive product utilization by leveraging organizational change management practices, project management principles, data analysis and storytelling. Seegrid’s Customer Success group proactively anticipates and removes roadblocks or reduces friction for the internal and external customers we support.

Primary Responsibilities

• Promote customer satisfaction and loyalty via knowledge of customers’ critical business issues and success criteria to ensure value realization.
• Build relationships to understand customers’ current and future business goals and challenges.
• Get to know the customer operations well enough to ensure Seegrid is optimized for their environment, as well as identifying new use cases to drive more value for the customer.  Translate that into people, product, and process strategies.
• Understand business requirements and technical problems and help with the right next action. Leverage a finely tuned sense of urgency to know when you can fix something and when and how to ask for help.
• Be the customer’s advocate and work closely with Seegrid’s Product, Engineering, Technical Service, and Field Service teams to provide customer feedback, escalate customer issues, etc.
• Share best practices and create innovative solutions to drive user adoption and maximize the value of Seegrid products.
• Partner with customer-facing account teams and executives (sales, support and application engineering) on overall customer success.
• Deliver ongoing tailored customer engagement including regular status meetings, workshops, training, health checks and QBRs.
• Anticipate and proactively manage customer risks and roadblocks to retention, satisfaction, and growth. Proactively suggest solutions to common customer challenges.
• Drive and develop strategies, plans, and processes within the CS team to improve the customer experience based on customer input.
• Through data analytics, manage customer utilization and identify areas for improvement; utilize this customer data to improve customer strategies and the product road map.
• Collaborate with the sales and support teams to support renewals and expansion opportunities.

Requirements and Experience

• Bachelor’s Degree or equivalent in business, engineering or a related field and 8-12 years of relevant experience.
• In lieu of a degree, high school diploma or GED and 12 years of relevant experience.
• At least 5 years of success in a customer-facing, customer success, account management, project management or strategic consulting role is required.
• Ability to travel 25% of the time to visit customer sites including internationally as needed is required.
• Ability and willingness to obtain, and maintain, security clearances for customer premises and network access is required.
• Ability to collaborate with internal/external customers and manage technical aspects of projects in a lifecycle process is required.
• Excellent interpersonal and written oral communication skills with the ability to establish a trusted, strategic advisor relationship is required.
• Experience in managing different levels of leadership team engagement on a regular basis is required.
• Demonstrated successful cross-team collaboration with Engineering, Product, Support and/or Deployment functions is required.
• Solid technical background with hands-on experience in digital technologies is required.
• Detail oriented and analytical; possesses the ability to translate data into insights and communicate those insights in an impactful way is required.
• Experience in 3rd Party Logistics, Distribution, Retail or Manufacturing preferred.
• Experience in one of the following is preferred: project management, program management, organizational change management.
• Experience working with customers to provide quotes, manage POs, recognize and initiate change orders is preferred.
• Experience driving customer references and case studies is preferred.
• Strong team player, excellent verbal and written communication skills and customer service driven.

Seegrid embraces a remote workforce, so this position can be remotely located anywhere in the US or at HQ in Pittsburgh, PA.