CUSTOMER SUCCESS MANAGER

 

Primary responsibility is customer success and post-sale project management. We are looking for a motivated individual with strong account management and leadership abilities. This role will serve as liaison for the customer and all internal teams. Project management will consist of coordinating shipping, installation, onboarding and use-case optimization for the customer. Once deployed this role will be pivotal in achieving success for the customer and outlining a path to scale with Ava Robotics products.

Cambridge, MA; up to 20% travel​

ESSENTIAL FUNCTIONS

  • Plan and support installation of new robots

  • Maintain high level of customer satisfaction through proactive and reactive support to customers and resellers

  • Act as liaison for all technical, engineering and support needs

  • Implement and improve processes for application optimization and end user support

  • Create customer success metrics and plan to move from pilot/trial phases to scale

  • Identify and track metrics of customer success and satisfaction, and present to management team

QUALIFICATIONS

  • 5+ years of enterprise customer success/account management

  • Excellent verbal, written and interpersonal communication skills

  • Ability to work independently and in a team setting

  • Ability to manage customers and internal processes (Engineering, accounting, sales, etc.)

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