Customer Success Manager - US

Locus Robotics is a leader in the rapidly growing eCommerce order fulfillment optimization space. Our solution helps warehouse owners attain 2-3X efficiency improvement over cart-picking operations, by empowering pickers to work collaboratively with our robots. All this is accomplished while integrating with the operator’s Warehouse Management System, utilizing and optimizing existing facility infrastructure.

This is an opportunity to join the ranks of a brilliant, high performance team, deploying cutting-edge technology to address real-world logistics challenges for major global brands.

Locus Robotics is seeking a Customer Success Manager to provide robotic ecommerce order fulfillment support at U.S. based customer sites. This is a high-visibility role that will provide an opportunity to work with all technical groups within the Locus Robotics organization. You will possess a unique combination of well-developed project management skills, training abilities, leadership, and relationship management by effective communications.

Responsibilities:

• Conduct support operations on day-to-day basis at Locus Robotics customer sites to ensure the smooth operations of robots on-site by working hand-in-hand with customer.
• Manage customer satisfaction within deployment period and beyond.
• Serve as the point of contact for escalated technical issues between (Robotics Software, Hardware, IT and Technical Support Teams, Engineering and Customer Success).
• Perform on-site infrastructure, robot and software set-up and support during initial system deployment of our proprietary e-commerce fulfillment solution.
• Support warehouse mapping, preventative maintenance and system upgrades.
• Facilitate change requests to ensure that all parties are informed of the impacts on schedule and budget.
• Prepare status reports by gathering, analyzing and summarizing relevant information.
• Conduct post-project evaluation and identify successful and unsuccessful project elements.
• Strive for continuous improvement to improve service and support operations.
• Track the success matrix to ensure required performance goals.
• Scale up system to meet the growing needs of the customer.

• BS in Computer Science, Engineering, CIS or a related technical field.
• 2-5 years' experience demonstrating hands-on in a modern logistics framework (3PL, Warehouse) and/or logistics operations experience is very helpful.
• Ability to communicate technical/complex information both verbally and in writing.
• Project Management (PMP) experience a plus.
• Self-motivated and able to solve problems independently and in customer settings.
• Strong communication skills to collaborate effectively with internal and external teams.
• Knowledge of and interest in diverse technical topics, including software, hardware and robotics.
• Cursory knowledge of networking and network topologies, such as routers, WIFI, switches, and firewalls.
• Perform multiple tasks concurrently and respond to emergency situations effectively.
• Travel required.

Locus Robotics is an Equal Opportunity Employer