Customer Success Technical Lead
5 days ago
Advanced Navigation is a pioneering innovator in AI robotics and navigation technology, catering to land, air, sea, and space applications. Our Sydney-based headquarters serves as the central hub for our operations, complemented by research facilities in Australia and sales offices globally.
We pride ourselves on being a trusted supplier to some of the world's largest companies, driving automation in key industries. Our groundbreaking underwater robot, Hydrus, aims to restore oceans to their former glory. Our navigation systems are integral to autonomous Indy race cars and thousands of Plus AI autonomous trucks, while our cloud-based drone management platform assists in beach patrols and shark tracking. We're also poised to deliver a navigation system for NASA's next moon landing. The possibilities are endless – where there's autonomy, you'll find Advanced Navigation.
Job DescriptionAs a Customer Success Technical Lead (Pre-sales Engineer), your primary focus will be ensuring client satisfaction and success. This involves delivering expert consulting engineering services, providing technical guidance, conducting thorough problem analysis, and crafting tailored solutions to meet clients' specific needs.
- Collaborate closely with customers to gain insight into their objectives and challenges;
- Leverage your technical expertise to guide them towards achieving success with our products or services;
- Support the sales team by overseeing timelines and keeping clients updated on progress;
- Play a pivotal role in supporting technical implementations and addressing product issues and escalations, all aimed at delivering exceptional client satisfaction.
Key Responsibilities:
- Research, resolve, and respond to customer technical issues, liaising with the engineering team to address software and hardware bugs discovered during support investigations;
- Assist the sales team by meeting with high-priority customers, preparing them for customer engagements, and facilitating the qualification, development, and execution of our technical solutions that meet and exceed customer expectations;
- Travel nationally and globally for specialized support and sales opportunities, as well as to conduct training for our customers;
- Manage and maintain regional loan pools in collaboration with Sales Operations;
- Organize and support customer loans from both a technical and administrative perspective;
- Analyze and problem-solve complex issues, providing in-depth technical assistance to account executives, engineers, and product managers;
- Create and maintain internal and external support documentation, including policies, standard operating procedures, guidelines, knowledge articles, and customer-facing tools;
- Nurture successful long-term relationships with our customers by delivering a best-in-class customer experience;
- Forward potential Return Merchandise Authorization (RMA) cases to the support team members based at Head Office for review and analysis.
To excel in this role, you should have:
- A degree in engineering from a reputable institution;
- At least 3 years of experience as a Pre-Sales or Solution/Application/Support Engineer or equivalent customer-facing role, preferably with experience in Geospatial, surveying, maritime, or robotic market segments;
- The ability to effectively communicate complex technical concepts on-the-fly;
- A dedication to delivering outstanding customer experiences while demonstrating creative problem-solving skills;
- Experience working in support environments using integrated CRM systems, as well as tools like Matlab for data analysis;
- A passion for working in fast-paced environments to help customers accelerate their journey towards achieving accurate position, velocity, acceleration, and orientation under demanding conditions;
- Strong presentation skills and an ability to craft compelling presentations;
- A collaborative mindset for accomplishing shared goals.
You'll have access to industry-leading products applied across diverse, exciting projects worldwide. Enjoy comprehensive medical coverage through various plans tailored to different states. As part of our dynamic team, you'll find opportunities for growth, variety, and professional development tailored to your individual aspirations.
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