Customer Success Manager

Seegrid Corp.; Pittsburgh (Allegheny County); On-site; USD 85,000 - 120,000; Full time

Job summary

Seegrid Corp. in Pittsburgh, USA, is seeking a Customer Success Manager to drive on-site adoption of autonomous mobile robotics and software solutions, building strong relationships and ensuring value realization.

You will work with cross-functional teams to analyze usage data, lead workshops, and manage projects that improve accuracy, ROI, and customer satisfaction, while traveling up to half the time to client sites.

Qualifications

• Bachelor's Degree or equivalent in business, engineering or a related field.
• 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.
• Strong interpersonal, oral, and written communication skills; able to engage with leadership.

Responsibilities

• Build relationships to understand customers' current and future goals and challenges.
• Get to know the customer's operations to optimize Seegrid's solution.
• Track and understand customer utilization and ROI through data analytics.
• Deliver ongoing customer engagement, including status meetings, workshops, and training.
• Proactively manage risks and roadblocks to utilization, satisfaction, and growth.
• Understand business requirements and propose next actions with urgency.
• Partner with sales, support, and engineering teams on overall customer success.
• Advocate for customers and escalate issues to Product, Engineering, and Field Service as needed.
• Share best practices and drive adoption to maximize product value.
• Develop CS team strategies and processes to improve customer experience.

Skills

Customer facing

Account management

Project management

Strategic consulting

Education

Bachelor's degree or equivalent

Job description

Why Join Seegrid?

Seegrid is the leading provider of Physical AI for material handling. Our solution includes autonomous mobile robots (AMRs), fleet management software, actionable analytics, and best-in-class services and support. Our technology is proven. Our AMRs have safely driven millions of autonomous miles in real-world production facilities. We are seeking energetic, bright, and friendly people to help achieve our vision: to fortify global supply chains and create profitable economies with safe, seamless, and smart mobile robotics solutions.

About the Role

The 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 escalat[e] 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!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, nation origin, protected veteran status, or disability status. Seegrid is an equal opportunity employer Minorities/Females/People with Disabilities/Protected Veterans/Sexual Orientation/Gender Identity.