Client Success Manager

2 weeks ago

Austin, Texas, United States Burro Full time

About Burro:
Burro stands as the foremost robotics enterprise globally, recognized for deploying the highest number of outdoor robots in real-world agricultural settings.

Our vision is to liberate individuals from monotonous tasks and address the pressing labor shortages encountered by farmers and outdoor workers.

To fulfill our vision, we are committed to building a world-class, diverse workforce where every team member feels empowered to share their insights. We aim to cultivate a workplace that encourages authenticity and diverse perspectives, fostering innovative solutions to the challenges faced by our clients.

With our headquarters in Philadelphia and an additional office in central California, Burro is supported by leading Agtech and autonomy investors, including S2G, Catalyst, Translink, Cibus, FPrime, Toyota Ventures, FFVC, Xplorer, and Radicle. Our mission is to tackle the labor challenges in agriculture through advanced robotics.

Our robots are likened to Disney's Wall-E, designed for agricultural tasks in a 1.0 format. They currently operate as computer vision-based autonomous ground vehicles, facilitating carrying, towing, and scouting operations, and are paving the way for a fully autonomous future in outdoor labor.

With a rapidly expanding fleet deployed in commercial operations across vineyards, nurseries, and berry farms, the demand for our solutions is surging, prompting us to enhance our team.

Role Overview:
Reporting to the Director of Customer Success, the Customer Success Account Manager (CSM) serves as a project manager, orchestrating deliverables and aligning both internal and external resources to meet objectives.

The CSM acts as a customer advocate and coach, leading the implementation of innovative technology, introducing new operational methodologies, and fostering long-term growth and utilization of Burros within designated accounts.

Daily responsibilities include addressing customer challenges and providing guidance on optimizing Burro usage at their locations to ensure maximum performance of deployed units.

Key Responsibilities:
- Develop expertise in Burro's functionalities and applications.
- Ensure a premium customer experience from project initiation through deployment and ongoing support.
- Conduct regular on-site visits to advocate for customer needs and drive internal improvements.
- Maintain project schedules, including timelines, milestones, and action items.
- Coordinate meetings to align with customer requirements and commitments.
- Achieve key performance indicators related to customer satisfaction, revenue, and retention.
- Facilitate the escalation of technical issues to support and engineering teams.
- Build robust relationships with key stakeholders at customer sites.
- Proactively identify opportunities to enhance customer value.

Qualifications:
- Bachelor’s degree in Engineering, Business, or a related technology field.
- Minimum of 2 years of relevant experience in a Customer Success role, particularly in emerging technologies or agriculture; experience in startups and fleet operations is advantageous.
- Customer-focused and data-driven mindset.
- Exceptional communication and customer service skills; adept at managing time-sensitive tasks.
- Ability to advocate for solutions, prioritize issues, and influence outcomes.
- Self-motivated with the ability to work independently.
- Willingness to travel on-site up to 80% of the time, with overnight travel required up to 20% as necessary.
- Proficiency in Spanish is required.

Preferred Qualifications:
- Familiarity with the agriculture or nursery industry.
- Project Management Professional (PMP) certification.
- Knowledge of electrical and mechanical repair processes and tools.
- Understanding of autonomous mobility technologies, including computer vision, RTK GPS, and electrical systems.

Benefits:
- Competitive salary and comprehensive benefits package (medical, dental, vision).
- 401K Plan.
- Early-stage equity.
- Unlimited Paid Time Off.
- Paid parental leave.

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