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Director, Customer Success

4 months ago

Philadelphia, Pennsylvania, United States Burro Full time

Burro is the leading robotics company in the world by number of robots working outdoors in the field with real customers. Our mission is to free people from tedious work and solve the critical labor shortages faced by farmers and others that work outdoors.

To accomplish our mission, we need a world-class, diverse team where everyone feels comfortable sharing their ideas. With this in mind, we strive to create a work environment where every employee can be themselves and express their perspective – this enables us to deliver the most creative and innovative solutions to problems our customers face.

Headquartered in Philadelphia with an office in central California, and backed by top Agtech and autonomy investors, including S2G, Catalyst, Translink, Cibus, FPrime, Toyota Ventures, FFVC, Xplorer, and Radicle, Burro was created to solve the labor shortages facing farmers using robotics.

Burros can be described as Disney's Wall-E for agriculture and work outdoors, in a 1.0 format. They function, today, as computer vision based autonomous ground vehicles for carrying, towing, and scouting, and are designed to lay the base for the fully autonomous future of work outdoors. We have a growing triple digit fleet deployed in paid commercial use within vineyards, nurseries, berries, and beyond, and demand for our product is accelerating, so we are growing our team.

Reporting to the SVP of Revenue, the Director, Customer Success, will ensure we are delivering value to our customers. This role is required to nurture the existing relationship with customers and in turn, bring more value and sales to Burro by expanding new business inside existing customer operations. You'll also collect customer feedback to help inform product and engineering decisions, and report regularly to customers key stakeholders and manage and grow an existing team of talented customer success representatives.

Responsibilities

  • Lead and manage a highly-driven, remote Customer Success Team
  • Be a product expert, have a deep understanding of Burro's capabilities and uses
  • Develop and implement a defined strategy to engage customers from onboarding, to ongoing support, to re-order, and renewal of recurring services
  • Act as the voice of the customer by regularly visiting customer sites and advocating for improvements, fixes, and new product features to ensure customer satisfaction
  • Create and track KPI's and metrics related to customer success, including customer satisfaction, revenue, and retention
  • Support operations on a day-to-day basis at customer sites to ensure the smooth operations of robots on-site by working hand-in-hand with customers and create strong relationships with key stakeholders
  • Serve as the point of contact for escalated technical issues (Robotics Software, Hardware, IT and Technical Support Teams, and Customer Success)
  • Strive for continuous improvement of the customer success function

Requirements

  • Bachelor's Degree in business administration, marketing, communication, or a related field, MBA a plus
  • 5 years of experience in customer success or account management
  • Ability to manage and grow a high performance, remote team, driving growth at the intersection of mobile robotics, complex workflows, and people
  • Ability to communicate technical/complex information both verbally and in writing.
  • Ability to observe process flows, and to pull them into modeled ROI that is then shared and aligned with customer
  • Professionalism and integrity to communicate and work with employees at all levels of the organization
  • Honest, driven, and empathetic with customers - you demand that they succeed and win
  • Action-oriented and an ability to solve problems independently and in customer settings.
  • Willingness to travel percent of the time)

Nice-to-haves

  • Knowledge of the agriculture industry preferred
  • Previous experience in engineering or a mechanical role
  • Experience in a hands-on startup environment

Perks

  • Competitive salary and benefits package (medical/dental/vision)
  • Life Insurance
  • Early-Stage Equity
  • 401K Plan
  • Unlimited PTO
  • Paid parental leave

RECRUITERS: We are not accepting agency resumes for this position. Please do not forward or submit resumes through our website or to any of our employees directly. Burro is not responsible for any fees related to unsolicited resumes from recruitment agencies.