Senior Manager Customer Success (Remote)

As a Senior Customer Success Manager, you play a crucial role in shaping the future of commercial automation through our innovative technology solutions. Your primary responsibility is to facilitate successful product adoption and pinpoint expansion opportunities within our valued customers’ portfolios. You will be integral in transforming client satisfaction into measurable outcomes by promoting additional inventory and ensuring that each property experiences the full potential of our Automation Technology.

In this position, your goal is to consistently showcase the value of our offerings while driving upsell initiatives within your designated accounts. You will utilize your comprehensive knowledge of systems, tools, and methodologies to provide an exceptional customer experience, navigating the journey from onboarding through to post-launch success. Your adeptness in identifying and resolving challenges enables you to deploy strategies that enhance property-level engagement and elevate customer satisfaction, thereby contributing directly to sales and revenue growth.

Key Responsibilities

• Customer Engagement: Act as the main liaison for your portfolio, engaging in customer-facing activities including site visits when necessary to promote product adoption and upsell opportunities.
• Onboarding & Launch Excellence: Spearhead the onboarding process for new clients, employing standardized systems and methodologies to ensure a consistent and scalable customer experience that paves the way for future upsell prospects.
• Strategic Account Oversight: Oversee a portfolio of Strategic Accounts, ensuring tailored support for each property to maximize the value derived from our technology.
• Performance Analysis: Regularly prepare and present detailed performance reports to stakeholders, highlighting key metrics that demonstrate the success driven by our solutions.
• Data-Driven Insights: Deliver insightful presentations that narrate each customer’s success, utilizing data to discuss performance and introduce improvement opportunities.
• Inventory Expansion: Leverage your strong relationships and understanding of customer needs to identify opportunities to increase robot inventory, clearly demonstrating the value of additional units and driving sales growth.
• Proactive Resolution: Anticipate and address potential customer issues before they escalate, implementing effective strategies to enhance the client experience and mitigate churn risks.
• Collaborative Synergy: Partner with internal teams to facilitate seamless product launches and post-launch support, ensuring alignment on objectives to drive unparalleled success in customer interactions.
• KPI Management: Collect and analyze key performance indicators from customer properties using internal Customer Success tools to generate actionable reports that inform both internal and external discussions.
• Training & Support: Conduct remote training sessions and be prepared for urgent engagement with property stakeholders to address any usage-related concerns.
• Mentorship & Leadership: Mentor new members of the Customer Success team, establishing high standards of excellence and serving as a role model within the organization.

Qualifications

• Minimum of four years of experience in a related function with a focus on customer advocacy and engagement post-sales.
• Exceptional written and verbal communication skills, with the ability to create compelling presentations.
• Prior experience within the automation, smart home, robotics, or other high-technology sectors is preferred.
• Familiarity with Vitally and CRM systems is essential, alongside data analysis capabilities.
• Proven ability to manage multiple projects independently and effectively.
• Willingness to travel to customer locations as required.

Career Growth Opportunities

In this role, you will have the opportunity to mentor new team members and set high performance standards, fostering professional development and paving the way for potential leadership roles within the organization.

Company Culture And Values

Our company is committed to fostering an environment of excellence and innovation where we view challenges as opportunities for growth. We value exceptional communicators who are dedicated to achieving outstanding customer outcomes and are eager to collaborate and mentor each other.

Join us to be at the forefront of commercial automation technology, where your contributions will significantly influence customer satisfaction and company success.

Employment Type: Full-Time