Customer Success Manager

  • SoftBank Robotics
  • San Francisco, CA
  • Jan 08, 2020
Full time Analytics/BI Customer Success Entry Level Management

Job Description

SoftBank Robotics, the global leader in workforce automation, is seeking a Customer Success Manager to join a fast-growing team that is focused on shaping the future with artificial intelligence and robotics. The ideal candidate understands that automation is the next big technological shift -- comparable to the introduction of the smartphone -- and wants to be a part of the movement, helping clients successfully transform their businesses processes and teams.

This is a highly cross-functional role, working with our Marketing, Product, Sales, and Fleet teams to ensure the highest levels of customer satisfaction and adoption. In this position, you will work with customers to co-create the KPIs that show the success of automation initiatives. You will become a robotics expert, helping clients chart new paths to increase their efficiency and productivity. Working with internal teams, you will provide learnings from your experiences to help SoftBank Robotics develop the best practices that will redefine the facilities management and cleaning industry. To succeed in this role you must be a fast learner, an expert communicator, and comfortable with ambiguity -- understanding that no two clients are exactly the same.

Responsibilities include:

  • Be the main point of contact for key customers post-deal, representing the SoftBank Robotics team and brand
  • Act as an authority for clients while driving business process change; providing templates, expertise, and handholding to clients to ensure their success
  • Work cross-functionally to triage customer issues, with the ability to prioritize internal resource requests based on an understanding of larger business needs
  • Partner with Sales and Fleet teams to ensure successful on-boarding; partner with Marketing to create customer content and materials to scale the program as we grow
  • Work efficiently and effectively with Logistics to ensure that clients receive repairs/new parts in a timely manner
  • Help grow client accounts working with Sales and Product to represent customer needs as we progress our roadmap and strategy
  • Work on-site with clients as needed to educate them in robotics best practices and help capture user feedback
  • Become an expert in AI, Robotics, and our customers; meet success goals and help drive creation of case studies, ROI stories, and more

Requirements:

  • 3-5 years of client facing experience in either a customer success or account management role
  • Startup experience; or experience in an environment where you wore “a lot of hats”
  • Experience building successful client programs for a new product from the ground-up
  • Demonstrable curiosity, and a penchant for problem solving
  • Well organized, go-getter mentality, and able to dynamically self-assess
  • Excellent communication skills
  • Big picture thinking, and an ability to balance customer and internal business priorities
  • Ability to create and drive process for personal workflows, knowledge transfer, and client management
  • Ability and willingness to learn: Robotics, AI, industry verticals, new business models
  • Ability to travel 25% of the time.
  • Bachelor’s degree