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Customer Success Account Specialist
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LionsBot is a rapidly scaling robotics organization operating at the intersection of technology and manufacturing. Our innovative solutions have revolutionized the industry, and we are dedicated to pushing boundaries and setting new standards As we continue to grow, we are searching for a Customer Success Account Specialist to join our U.S. Team Our Customer Success Account Specialist will be partnering with our customers performing robot deployments, user training, demonstrations, and technical updates all while providing top-level customer service including product guidance, mapping, supply purchases, troubleshooting, and problem resolution. In addition to the direct customer-facing responsibilities, this professional will also monitor and report customer robot activity regularly to ensure consistent high-quality results. This role specifically focuses on particular vertical markets such as 3PL, warehousing, manufacturing, etc. Traveling to prospect and new customer sites regularly ( 80%+ travel requirements ) along with leading virtual client meetings, and communicating through emails and phone calls is a continual responsibility of this role. This professional liaises between our internal teams and our prospects and customers as needed. This is an individual contributor role reporting to our US Service Manager. All qualified candidates residing in the Chicago area will be considered first. Essential Functions (not exhaustive) Performing the commissioning of robots on-site: map creation/design, cleaning zones programming, testing and functional calibration Training customer teams in the use and best practices of the robots and our web-based training for LionsIOS (reporting tool) Developing high quality customer onsite plans that meet product guidelines, best practices and lead to customer satisfaction Providing first level diagnosing & repair of robotic electrical, mechanical, and software systems Monitoring and reporting on customer robot activity regularly to ensure consistent high-quality results Providing virtual and onsite support to reinforce best practices and top functionality Traveling to customer sites regularly (80%+) Collaborating with the internal Service and Sales teams on traveling needs and schedules as well as collecting customer site details Working closely with the internal Sales team and Customer to confirm the plan meets customer goals Preparing and inspecting materials and paperwork for all customer site visits Conduct follow-up training and consulting to identify and reinforce best practices Responsible for maintaining data integrity, including data entry & reporting, promise dates for orders, change activity, quotes, forecasts, customer scorecards, etc. within internal and external systems. Communicate progress/status of accounts to internal and external stakeholders Minimum Requirements 2+ years of working experience leading adult training 2+ years of professional experience performing customer service in-person and/or remotely Working experience with robotic electrical, mechanical, and software systems Ability to regularly travel throughout North America (80%+) Demonstrated proficiency with MS Office Suite, with a significant emphasis in Word & PowerPoint Extremely professional in terms of appearance, phone manner, and group presentation skills Ability to lift 60 pounds on a regular basis Holds a valid Driver’s License Has insured reliable vehicle (to travel to local sites) Currently authorized to work in the United States for any employer Successfully fulfill pre-employment onboarding requirements including background checks for criminal/civil and motor vehicle records Additional Skills and Qualifications 2+ years of professional experience working in ROS tools Proven work history of creating strong business relationships Excellent verbal and written communication skills Strong sense of urgency Able to work successfully independently as well as part of an agile team Eager to learn with a customer-centric approach Detail oriented and high organizational skills Dedication to finding the best solution to a problem Natural interest with robotics and technology and willing to learn the ins and outs of how products work Maintains a positive attitude and willingness to adapt to new situations Experience in Startup environments LionsBot provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. LionsBot believes in the power our differences achieve. Connecting diverse team members strengthens our mission and pushes innovation to the next level. Together we are wiser, resilient, inspired, and industry leading. #J-18808-Ljbffr
