Customer Experience and Support (ID 1048)

As a Customer Experience and Support, you will be the primary point of contact for our valued customers, ensuring their success and fostering long-term relationships. You will be responsible for understanding their business goals, proactively guiding them through our product/service, and advocating for their needs within our organization. Your focus will be on driving customer satisfaction, retention, and growth.

Key Responsibilities:

• Customer Onboarding & Adoption:
  
• Lead the onboarding process for new customers, ensuring a smooth and efficient transition.
  
• Develop and deliver training and resources to maximize product/service adoption.
  
• Establish key performance indicators (KPIs) with customers to track their success.
  
• Relationship Management:
  
• Build and maintain strong, long-lasting relationships with assigned customers.
  
• Serve as a trusted advisor and strategic partner, understanding their business objectives and challenges.
  
• Conduct regular check-in calls and meetings to review progress and identify opportunities.
  
• Proactive Engagement & Support:
  
• Anticipate customer needs and proactively offer solutions and best practices.
  
• Monitor customer health metrics and identify at-risk accounts.
  
• Address and resolve customer inquiries and issues in a timely and effective manner, escalating when necessary.
  
• Value Realization & Growth:
  
• Help customers realize the full value of our product/service and achieve their desired outcomes.
  
• Identify opportunities for upselling and cross-selling, collaborating with the sales team.
  
• Gather customer feedback and advocate for product improvements and new features.
  
• Internal Collaboration:
  
• Work closely with sales, product, and support teams to ensure a seamless customer experience.
  
• Share customer insights and feedback to inform product development and strategic decisions.
  
• Contribute to the development of customer success best practices and resources.
  

Requirements

• Must have 7 – 14 years of experience in a customer-facing role, preferably in Customer Success in Mobile Robotics, or a related field.
  
• Proven track record of building strong customer relationships and driving customer satisfaction.
  
• Excellent communication, interpersonal, and presentation skills.
  
• Strong problem-solving and analytical abilities.
  
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
  
• Qualifications: BE/ BTech/ MBA