Sr. Manager, Customer Experience Mountain View, CA

Gatik Al, Inc.; Arkansas; On-site; USD 60,000 - 80,000; Full time

Job summary

Join a pioneering company in autonomous logistics as a Sr. Manager of Customer Experience. This role is crucial for maintaining and expanding relationships with key customers in the retail and e-commerce sectors. You will leverage your technical knowledge and customer relationship skills to ensure satisfaction and success while driving the adoption of innovative solutions. In this dynamic environment, you will collaborate with various teams to enhance service delivery and address customer needs effectively. If you are passionate about logistics and customer success, this opportunity is perfect for you!

Qualifications

• 3-5 years in customer success or account management in B2B sectors.
• Strong understanding of logistics and supply chain principles.

Responsibilities

• Serve as primary contact for customers, ensuring satisfaction and success.
• Analyze key performance metrics to drive customer success.

Skills

Customer Relationship Management

Data Analysis

Logistics Operations

Problem Solving

Interpersonal Skills

Education

Bachelor’s degree in Business

Bachelor’s degree in Logistics

Bachelor’s degree in Supply Chain Management

Tools

CRM Software

Data Analysis Tools

Job description

Who we are

Gatik, the leader in autonomous middle-mile logistics, is revolutionizing the B2B supply chain with its autonomous transportation-as-a-service (ATaaS) solution and prioritizing safe, consistent deliveries while streamlining freight movement by reducing congestion. The company focuses on short-haul, B2B logistics for Fortune 500 retailers and in 2021 launched the world’s first fully driverless commercial transportation service with Walmart. Gatik's Class 3-7 autonomous trucks are commercially deployed across major markets, including Texas, Arkansas, and Ontario, Canada, driving innovation in freight transportation.

The company's proprietary Level 4 autonomous technology, Gatik Carrier, is custom-built to transport freight safely and efficiently between pick-up and drop-off locations on the middle mile. With robust capabilities in both highway and urban environments, Gatik Carrier serves as an all-encompassing solution that integrates advanced software and hardware powering the fleet, facilitating effortless integration into customers' logistics operations.

About the role

We are seeking a dynamic and customer-focused Sr. Manager, Customer Experience to join our team. The Sr. Manager, Customer Experience will serve as the primary point of contact for key customers, ensuring their satisfaction, success, and growth while maximizing the value of our services. This role requires a unique blend of technical understanding, customer relationship management, and strategic thinking to optimize the value delivered to our customers. You will play a pivotal part in maintaining and expanding our relationships with high-profile customers in the retail, e-commerce, and grocery sectors. By deeply understanding customer needs and satisfaction with our deployed solutions, you will provide valuable feedback to inform product development and enhance service delivery.

This position is salaried and is onsite at our Mountain View location California.

What you will do:

• Primary point of contact with customers, gathering requirements and feedback from ongoing deployments to incorporate into product development.
• Track, analyze, and report on key performance metrics (KPIs) to ensure customer success and satisfaction.
• Collaborate with internal teams, including commercial, operations, and engineering, to align efforts and deliver seamless service.
• Identify and proactively address potential service issues or inefficiencies.
• Educate customers on Gatik’s capabilities and drive adoption of new features and services.
• Work closely with the commercial team to drive contract renewals and expansions.
• Act as a mediator and trusted advisor, resolving conflicts and ensuring a positive customer experience.
• Coordinate with internal teams to ensure a smooth resolution to technical or operational issues.

What we're looking for

• Bachelor’s degree in Business, Logistics, Supply Chain Management, or a related field.
• 3-5 years of experience in customer success, account management, or other similarly customer-centric role within B2B sectors.
• Strong understanding of logistics operations, supply chain principles, and industry best practices.
• Excellent interpersonal and communication skills, with the ability to engage stakeholders at all levels.
• Proven problem-solving skills and a customer-centric mindset.
• Experience with CRM software and data analysis tools to manage accounts and track performance metrics effectively.
• Ability to manage multiple customer accounts and prioritize tasks effectively.
• Experience working with large retailers or e-commerce companies.

At Gatik, you'll be at the forefront of autonomous logistics, ensuring the safety of our drivers and the success of our mission to deliver goods safely and efficiently. If you're passionate about safety, compliance, and making an impact in a fast-paced, innovative environment, we’d love to hear from you!