Responsibilities:
Global Team Management
● Lead and coordinate cross-functional teams both locally and internationally, ensuring alignment in operations, customer support, and deployment efforts.
● Provide guidance and support to overseas counterparts in managing robot operations, ensuring consistent service standards and operational efficiency across all regions.
Deployment Planning and Execution
● Coordinate and plan the end-to-end deployment of robotics programs, ensuring alignment with customer requirements and timelines.
● Review deployment plans regularly, implementing improvements based on customer feedback and lessons learned from previous programs.
● Develop and implement a comprehensive post-deployment customer success strategy focused on achieving and exceeding SLA and customer satisfaction goals.
● Manage ongoing processes such as corrective maintenance, preventive maintenance, and customer support requests, ensuring continuous improvement in service delivery.
Post Deployment Strategy and Customer Success
● Act as the primary point of contact for customer escalations, coordinating with Senior Field Service Engineers (FSEs) and technical support teams to resolve issues quickly and efficiently.
● Track performance and usage metrics of deployed robotics systems, identifying areas for proactive issue resolution, identifying trends or issues that require attention or escalation and improvement.
● Develop actionable insights from customer data to refine service delivery and enhance customer success strategies.
Customer Relationship Management & Escalations
● Serve as the primary point of contact for customer escalations, working closely with Field Service Engineers (FSEs) and technical teams to resolve issues swiftly.
● Act as a bridge between the customer and internal teams, ensuring feedback is captured and incorporated into continuous improvement efforts.
Performance Monitoring and Reporting
● Track and analyze performance data for Operational Robots, identifying usage patterns, trends, and potential areas for proactive issue resolution.
● Create and deliver detailed reports on performance metrics, customer satisfaction, and operational efficiency to senior management and key stakeholders.
● Leverage on data to develop actionable insights that refine service delivery strategies and enhance customer success outcomes.
Requirements:
● Bachelor’s degree in Engineering, Business Management, or a related field.
● 5+ years of experience in a customer success or Program and Operations management role, ideally in the robotics, automation, or technology sectors.
● Excellent communication and interpersonal skills, with the ability to effectively collaborate across departments.
● Proven track record in managing complex programs and delivering high-quality results in a dynamic environment.
● Strong analytical skills with the ability to interpret data and develop insights.
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