Sr. Manager, Customer Experience

1 week ago

Mountain View, United States Gatik Full time

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

More about Gatik

Founded in 2017 by experts in autonomous vehicle technology, Gatik has rapidly expanded its presence to Mountain View, Dallas-Fort Worth, Arkansas, and Toronto. As the first and only company to achieve fully driverless middle-mile commercial deliveries, Gatik holds a unique and defensible position in the AV industry, with a clear trajectory toward sustainable growth and profitability.

We have delivered complete, proprietary AV technology - an integration of software and hardware - to enable earlier successes for our clients in constrained Level 4 autonomy. By choosing the middle mile - with defined point-to-point delivery, we have simplified some of the more complex AV challenges, enabling us to achieve full autonomy ahead of competitors. Given extensive knowledge of Gatik's well-defined, fixed route ODDs and hybrid architecture, we are able to hyper-optimize our models with exponentially less data, establish gate-keeping mechanisms to maintain explainability, and ensure continued safety of the system for unmanned operations.

Visit us at Gatik for more company information and Careers at Gatik for more open roles.

Notable News

* Forbes: Forget robotaxis. Upstart Gatik sees middle-mile deliveries as the path to profitable AVs
* Tech Brew: Gatik AI exec unpacks the regulations that could shape the AV industry
* Business Wire: Gatik Paves the Way for Safe Driverless Operations ('Freight-Only') at Scale with Industry-First Third-Party Safety Assessment Framework
* Auto Futures: Autonomous Trucking Group Gatik Secures Investment From NIPPON EXPRESS HOLDINGS
* Automotive News: Gatik foresees hundreds of self-driving trucks on road soon, and that's just the beginning
* Forbes: Isuzu And Gatik Go All In To Scale Up Driverless Freight Services
* Bloomberg: Autonomous Vehicle Startup Takes Off by Picking Off Easier Routes
* Reuters: Driverless vehicles on limited routes bump along despite US robotaxi scrutiny

Taking care of our team

At Gatik, we connect people of extraordinary talent and experience to an opportunity to create a more resilient supply chain and contribute to our environment's sustainability. We are diverse in our backgrounds and perspectives yet united by a bold vision and shared commitment to our values. Our culture emphasizes the importance of collaboration, respect and agility.

We at Gatik strive to create a diverse and inclusive environment where everyone feels they have opportunities to succeed and grow because we know that together we can do great things. We are committed to an inclusive and diverse team. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

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