Customer Success Manager
Posted on Tuesday, April 18, 2023
At Dexterity, we believe robots can positively transform the world. Our breakthrough technology frees people to do the creative, inspiring, problem-solving jobs that humans do best by enabling robots to handle repetitive and physically difficult work.
We’re starting with warehouse automation, where the need for smarter, more resilient supply chains impacts millions of lives and businesses around the world. Dexterity's full-stack robotics systems pick, move, pack, and collaborate with human-like skill, awareness, and learning capabilities. Our systems are software-driven, hardware-agnostic, and have already picked over 15 million goods in production. And did we mention we’re customer-obsessed? Every decision, large and small, is driven by one question – how can we empower our customers with robots to do more than they thought was possible?
Dexterity is one of the fastest growing companies in robotics, backed by world-class investors such as Kleiner Perkins, Lightspeed Venture Partners, and Obvious Ventures. We’re a diverse and multidisciplinary team with a culture built on passion, trust, and dedication. Come join Dexterity and help make intelligent robots a reality!
About the Role
The Customer Success Manager role at Dexterity is a critical position responsible for ensuring customer satisfaction and retention. This individual will manage and execute activities within assigned customers throughout their contract lifecycle, including onboarding, training, and ongoing support. With a focus on project management, the Customer Success Manager will support the customer relationship during the entire robotics customer deployment lifecycle. The successful candidate will have a proven track record of managing multiple customers and being resilient and adaptable while navigating ambiguous customer tasks. In addition, they should be able to build strategic working relationships with customers and collaborate across multiple departments to influence all levels within an organization.
The Customer Success Manager will also be responsible for analyzing KPI trends and suggesting process improvement recommendations to ensure customer satisfaction and retention. This requires the ability to conduct up-front analysis of the customer experience, identify gaps, and create future-state plans. This position requires strong organizational, communication, and relationship-building skills, as well as a deep understanding of Dexterity's robotics technology and how it can be applied to meet customer needs. Ultimately, the Customer Success Manager will play a critical role in ensuring Dexterity's customers are successful in their use of robotics, helping to transform the world through breakthrough technology.
Day to Day Activities
Manage and execute relevant activities within assigned customers throughout their contract lifecycle, such as onboarding, training, and ongoing support.
Support and on occasion serve as the project manager for robotics customer deployment lifecycles, overseeing the project’s activity, resources, schedule, budget, and risk.
Analyze KPI trends and suggest process improvement recommendations to ensure customer satisfaction and retention.
Conduct up-front analysis to map all relative touchpoints in the customer experience (current state) and identify gaps (addressing inconsistency, inefficiencies, best practices, emerging trends) to create future state.
Assist the sales team in achieving expansion targets within assigned customers by identifying upsell and cross-sell opportunities.
Establish contacts with the company's vendors of choice to support relationships and partnerships.
Act as a trusted advisor and proactive partner to assigned customers, building strategic working relationships and providing guidance on best practices for using Dexterity's robots.
Develop and maintain a deep understanding of Dexterity's robotics technology and how it can be applied to meet customer needs.
Collaborate with cross-functional internal teams to ensure timely and successful delivery of solutions and escalate customer issues as needed.
Plan and organize their workload to ensure that they are meeting deadlines and providing excellent customer service to assigned customers. This includes scheduling regular check-ins, preparing reports and presentations, and keeping accurate records of customer interactions.
B.S. in engineering, business management, or related fields.
If you don’t have a degree, but have the confidence in yourself to learn our products and industry, please apply.
Previous experience deploying systems solutions at customer facilities.
Project management skills, leading and directing complex engineering projects
Excellent customer facing communication skills with the ability to communicate complex issues to diverse audiences (e.g., operations, engineering, or leadership).
Excellent written and verbal communication skills.
Proven ability to work well in a matrix environment, collaborating across multiple departments and influencing all levels within an organization
A commitment to travel and work at customer sites
Willingness to work long hours when required to get the job done.
Occasional loud work environment with temperature change due to seasons at office, warehouses and clients’/customers’ locations
Prolonged periods sitting at a desk and working on a computer.
Travel 50% or more to customer locations as projects demand
May be required to work a varying schedule to support customer requests as needed including nights, weekends, and holidays
Base pay is one element of our Total Rewards package which may also include comprehensive benefits and equity etc., depending on eligibility. The annual base salary range for this position is from $139,000 to $172,000. The actual base pay offered will be determined on factors such as years of relevant experience, skills, education etc. Decisions will be determined on a case-by-case basis.
Equal Opportunity Employer
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.