Client Success Manager

Responsibilities:

Client Onboarding and Training

• Lead the onboarding process for new clients, ensuring a seamless transition from deployment to active operations.
• Develop and deliver training programs for clients and end-users on the effective use of our robotic solutions.
• Create and update training materials, including manuals, videos, and FAQs, to enhance client education.

Client Success and Relationship Management

• Develop strong relationships with clients, understanding their unique needs and business goals.
• Set up weekly/ monthly cadence meeting with client to provide robot performance report.
• Collaborate with sales teams to drive customer retention and expansion.

Remote Operations Management

• Monitor and manage remote operations, ensuring Robot Operations is optimal at client sites.
• Oversee the utilisation of remote operators, ensuring efficient allocation of resources and adherence to operational standards.
• Develop and implement training programs for remote operators to enhance their technical knowledge, problem-solving skills, and efficiency in managing robotic systems.
• Establish key performance metrics to measure operator efficiency, response times, issue resolution rates, and overall effectiveness in handling remote operations.
• Conduct regular performance evaluations of operators, providing feedback and implementing continuous improvement initiatives.

Requirements:

● Degree/Diploma in Robotics, Electrical Engineering, Mechanical Engineering, Computer Science, or a related field.

● 3+ years of experience in client success, technical support, or operations, preferably in robotics, automation, or technology-driven environments.

● Strong understanding on robot diagnostics, troubleshooting, and operational support.

● Strong communication and interpersonal skills, with the ability to effectively bridge gaps between technical and non-technical teams.

● Ability to travel occasionally for client visits and training sessions.