Who we areWith its A.I.-powered robotic technology platform, Symbotic is changing the way consumer goods move through the supply chain. Intelligent software orchestrates advanced robots in a high-density, end-to-end system – reinventing warehouse automation for increased efficiency, speed and flexibility.What we need Symbotic is seeking a Senior Manager of Customer Experience to be the single owner to our strategic customers through direct focus on Symbotic’s products and services. A successful candidate will bring exceptional communication, problem-solving skills, and prioritization capabilities by exhibiting behaviors such as being resourceful, analytical, adaptable, and organized. A strong candidate will be committed to building rapport with our customers and internal engineering / operations teams by adopting a consultative approach to help identify opportunities for Symbotic to improve the system. What we do The Customer Success Manager is part of our Customer Operations Success organization which partners directly with our customers and crossfunctional business units to identify and assist in prioritization of key initiatives. You will provide a service to the broader organization by determining key product and process cross-functional opportunities and driving them to closure when required. The team drives cross-functional programmatic workstreams lead by technical resources while establishing key organizational metrics and thresholds to deliver results. What you’ll do<ul><li>Serve as a single threaded operations owner of a product area, driving system performance through continuous improvement initiatives </li><li>Serve as a liaison for large strategic customers by leveraging your knowledge of Symbotic products and services to find solutions to clients changing needs.</li><li>Assess system performance and create plans to improve performance by partnering with engineering, operations, and technology functions and other Customer Success team members.</li><li>Ability to host meetings and group activities, both virtual and live, demonstrating the ability to foster, listen, solicit questions, and ultimately drive cross-functional objectives for an effective meeting.</li><li>Develop and meet scalable KPIs and metrics to provide insight on people, process, and systems by leveraging data sets to provide key insights.</li><li>Quickly adapt to change related to customer strategy, internal/external relationships, and organizational direction.</li><li>Lead cross functional initiatives that improve the system and ways of working to solve systemic problems.</li><li>Become a system expert by learning maintenance, operations, software and controls architecture, and system engineering for the particular focus area.</li><li>Approach this task as a lifelong student and with the ability to retain the knowledge gained at an exceptional level.</li><li>Enable success throughout the project lifecycle and perform best practices that will drive strategic and financial growth to enhance our partnerships with our customers.</li><li>Foster a culture of accountability, innovation, and collaboration within the team.</li><li>Other duties as assigned.</li></ul>What you’ll need<ul><li>Bachelors degree in business administration, industrial engineering or related field; or equivalent experience. Masters degree preferred.</li><li>Minimum of 3 years experience of robotics and/or automation engineering, product, and operations development; or equivalent knowledge.</li><li>Prior consulting experience with multiple different business groups a bonus.</li><li>Ability to quickly adapt to change related to customer strategy, internal/external relationships, and organizational direction.</li><li>Teamwork skills and the ability to act as a strategic partner to the customer.</li><li>Advanced Excel and PowerPoint skills and proficient in Word and Outlook. More robust data analysis capabilities (SQL, Python) a bonus.</li></ul>Our Environment<ul><li>Remote, field-based position.</li><li>Travel is required up to 50% of the time.</li><li>Employee must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.</li><li>The employee is responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.</li><li>The employee is frequently required to walk and reach with hands and arms.</li><li>The employee is routinely required to work at heights of up to 45 feet and within restrictive areas of 24 inches. to stand; climb or balance and stoop, kneel, crouch, or crawl.</li><li>The employee must regularly lift and/or move up to 50 pounds.</li><li>Must comply with all safety requirements and protocols, including without limitation Lock out tag out safety protocols and fall protection safety protocols.</li><li>Approximately 50% of time will be spent on a construction site with PPE required (hard hat, safety vest, steel toes, eyeglasses, ear protection, fallprotection (e.g., safety harness).</li><li>There will be steep stairs to climb into the structure. You may be required to routinely walk up and down stairs to navigate the automation structure.</li><li>You will regularly be near railings that are high off the ground.</li><li>Subject to environmental conditions, protection from weather conditions but not necessarily temperature changes. Must be capable of working in temperatures ranging from 105° to 32° Fahrenheit.</li></ul>#LI-DS1#LI-RemoteAbout SymboticSymbotic is an automation technology leader reimagining the supply chain with its end-to-end, AI-powered robotic and software platform. Symbotic reinvents the warehouse as a strategic asset for the world’s largest retail, wholesale, and food &amp; beverage companies. Applying next-gen technology, high-density storage and machine learning to solve todays complex distribution challenges, Symbotic enables companies to move goods with unmatched speed, agility, accuracy and efficiency. As the backbone of commerce the Symbotic platform transforms the flow of goods and the economics of supply chain for its customers. For more information, visit <a href="http://www.symbotic.com/" target="_blank">www.symbotic.com</a>. We are a community of innovators, collaborators and pioneers who embrace our differences, because we know unique perspectives make us stronger and smarter. Every perspective matters. We depend on the collective voices of our employees, customers and community to help guide us as we build a better place to work – for you and the world. That’s why we’re proud to be an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.

Symbotic

Customer Success Manager I

Symbotic

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