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Customer Success Manager

2 months ago

Redwood City, United States Dexterity Full time

This position requires strong organizational, communication, and relationship-building skills, as well as a deep understanding of Dexterity's robotics technology and how it can be applied to meet customer needs Previous experience deploying systems solutions at customer facilities Project management skills, leading and directing complex engineering projects Excellent customer facing communication skills with the ability to communicate complex issues to diverse audiences (e.g., operations, engineering, or leadership) Excellent written and verbal communication skills Proven ability to work well in a matrix environment, collaborating across multiple departments and influencing all levels within an organizationA commitment to travel and work at customer sites Willingness to work long hours when required to get the job done Physical RequirementsOccasional loud work environment with temperature change due to seasons at office, warehouses and clients’/customers’ locations Responsibilities

About the RoleThe Customer Success Manager role at Dexterity is a critical position responsible for ensuring customer satisfaction and retention This individual will manage and execute activities within assigned customers throughout their contract lifecycle, including onboarding, training, and ongoing support With a focus on project management, the Customer Success Manager will support the customer relationship during the entire robotics customer deployment lifecycle The successful candidate will have a proven track record of managing multiple customers and being resilient and adaptable while navigating ambiguous customer tasks The Customer Success Manager will also be responsible for analyzing KPI trends and suggesting process improvement recommendations to ensure customer satisfaction and retention Ultimately, the Customer Success Manager will play a critical role in ensuring Dexterity's customers are successful in their use of robotics, helping to transform the world through breakthrough technology Day to Day ActivitiesManage and execute relevant activities within assigned customers throughout their contract lifecycle, such as onboarding, training, and ongoing support Support and on occasion serve as the project manager for robotics customer deployment lifecycles, overseeing the project’s activity, resources, schedule, budget, and risk Conduct up-front analysis to map all relative touchpoints in the customer experience (current state) and identify gaps (addressing inconsistency, inefficiencies, best practices, emerging trends) to create future state Assist the sales team in achieving expansion targets within assigned customers by identifying upsell and cross-sell opportunities Establish contacts with the company's vendors of choice to support relationships and partnerships Act as a trusted advisor and proactive partner to assigned customers, building strategic working relationships and providing guidance on best practices for using Dexterity's robots Develop and maintain a deep understanding of Dexterity's robotics technology and how it can be applied to meet customer needs Collaborate with cross-functional internal teams to ensure timely and successful delivery of solutions and escalate customer issues as needed Plan and organize their workload to ensure that they are meeting deadlines and providing excellent customer service to assigned customers This includes scheduling regular check-ins, preparing reports and presentations, and keeping accurate records of customer interactions Base pay is one element of our Total Rewards package which may also include comprehensive benefits and equity etc., depending on eligibility The annual base salary range for this position is from $139,000 to $172,000 The actual base pay offered will be determined on factors such as years of relevant experience, skills, education etc Qualifications

This position requires strong organizational, communication, and relationship-building skills, as well as a deep understanding of Dexterity's robotics technology and how it can be applied to meet customer needs Previous experience deploying systems solutions at customer facilities Project management skills, leading and directing complex engineering projects Excellent customer facing communication skills with the ability to communicate complex issues to diverse audiences (e.g., operations, engineering, or leadership) Excellent written and verbal communication skills Proven ability to work well in a matrix environment, collaborating across multiple departments and influencing all levels within an organizationA commitment to travel and work at customer sites Willingness to work long hours when required to get the job done Physical RequirementsOccasional loud work environment with temperature change due to seasons at office, warehouses and clients’/customers’ locations Responsibilities

About the RoleThe Customer Success Manager role at Dexterity is a critical position responsible for ensuring customer satisfaction and retention This individual will manage and execute activities within assigned customers throughout their contract lifecycle, including onboarding, training, and ongoing support With a focus on project management, the Customer Success Manager will support the customer relationship during the entire robotics customer deployment lifecycle The successful candidate will have a proven track record of managing multiple customers and being resilient and adaptable while navigating ambiguous customer tasks The Customer Success Manager will also be responsible for analyzing KPI trends and suggesting process improvement recommendations to ensure customer satisfaction and retention Ultimately, the Customer Success Manager will play a critical role in ensuring Dexterity's customers are successful in their use of robotics, helping to transform the world through breakthrough technology Day to Day ActivitiesManage and execute relevant activities within assigned customers throughout their contract lifecycle, such as onboarding, training, and ongoing support Support and on occasion serve as the project manager for robotics customer deployment lifecycles, overseeing the project’s activity, resources, schedule, budget, and risk Conduct up-front analysis to map all relative touchpoints in the customer experience (current state) and identify gaps (addressing inconsistency, inefficiencies, best practices, emerging trends) to create future state Assist the sales team in achieving expansion targets within assigned customers by identifying upsell and cross-sell opportunities Establish contacts with the company's vendors of choice to support relationships and partnerships Act as a trusted advisor and proactive partner to assigned customers, building strategic working relationships and providing guidance on best practices for using Dexterity's robots Develop and maintain a deep understanding of Dexterity's robotics technology and how it can be applied to meet customer needs Collaborate with cross-functional internal teams to ensure timely and successful delivery of solutions and escalate customer issues as needed Excellent written and verbal communication skills0Excellent written and verbal communication skills1Excellent written and verbal communication skills2Excellent written and verbal communication skills3Excellent written and verbal communication skills4Excellent written and verbal communication skills5Excellent written and verbal communication skills6Excellent written and verbal communication skills7Excellent written and verbal communication skills8Excellent written and verbal communication skills9 0 1 2 3 4 5 6