Customer Success Manager

What we need 

We are seeking to build our Customer Success team and are excited to hire several Customer Success Managers into the organization to drive our partnerships with our customers through direct focus on Symbotic’s products and services. A successful candidate will bring exceptional communication and problem-solving skills by exhibiting behaviors such as being resourceful, analytical, adaptable, and organized. A strong candidate will be committed to building rapport with our customers by adopting a consultative approach to help identify opportunities for Symbotic to expand product offerings and systems capabilities. Additionally, a candidate with experience with Inventory Processes, Operations/Maintenance and Software Integration, and/or Robotic Products and Functions will be preferred.   

What we do 

The Customer Success team is part of our Customer Operations Success organization which partners directly with our customers and cross functional 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 

Become the owner of a specific part of the Symbotic System (product) in one of the following areas: Inventory, Auto Inbound, Lifts/Manual Inbound/Drain, or Bots and Storage Structure/System. 

Inventory:  

• Learning how SKU (Stock Keeping Unit) data is interpreted by different robotics across the Symbotic System. 

• Establish a process for learnings to be shared across the Symbotic infrastructure. 

• Develop cross-site/cross-customer master database to be used when bringing up new systems. 

• Improve SKU handling methodologies by the auto inbound cells, auto outbound cells, autonomous robots and storage. 

Auto Inbound: 

• Become a master of all things auto inbound, including operations, maintenance, case evaluation, pallet evaluation, software integration, and vision/ controls. 

• Establish key metrics for rate, availability, reject rate, Mean time between failure, mean time to recover, on hand spare parts, mean time to train, etc. 

• Identify top loss and optimization opportunities. 

Lifts/Manual Inbound/Drain: 

• Become a master of all things lifts, manual inbound, and drain, including operations, maintenance, software integration, and vision/controls. 

• Establish key metrics for rate, availability, Mean time between failure, mean time to recover, on hand spare parts%, mean time to train, etc. 

• Identify top loss and optimization opportunities. 

Bots and Storage Structure/System: 

• Become a master of all things bots, including operations, maintenance, software integration, and vision/controls. 

• Establish key metrics for rate, availability, Mean time between failure, mean time to recover, on hand spare parts, mean time to train, etc. 

• Identify top loss and optimization opportunities. 

Within the Customer Success Manager’s specialized Product field, all Customer Success Managers will be expected to exhibit the following skills and abilities: 

• Serve as a business consultant by leveraging your knowledge of Symbotic products and services to find solutions to clients' changing needs.  

• Assess system performance and create plans to improve performance by partnering with engineering, operations, and technology functions.  

• Communicate with internal and external stakeholders on key priorities and opportunities for the system area focused on.  

• Ability to facilitate 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.  

• Build scalable KPIs and metrics to provide insight on people, process, and systems by leveraging large data sets to provide key insights.  

• Quickly adapt to change related to customer strategy, internal/external relationships, and organizational direction.  

• Participate and lead, when necessary, in cross functional initiatives that improve the system and ways of working to solve systemic problems.  

• Become a system expert by learning maintenance, operations, software and controls architecture, and system engineering for the particular focus area. Approach this task as a lifelong student and with the ability to retain the knowledge gained at an exceptional level.  

• Enable success throughout the project lifecycle and perform best practices that will drive strategic and financial growth to enhance our partnerships with our customers.  

• Other duties assigned. 

What you’ll need 

• Bachelor's degree in business administration, industrial engineering or related field; or equivalent experience. Master's degree preferred.  

• Minimum of 7 years' experience in customer success, account / relationship management, or equivalent internal and external customer-facing role.  

• Minimum of 3 years' experience of robotics and/or automation engineering, product, and operations development; or equivalent knowledge.  

• Prior consulting experience who drove new initiatives, processes and cross collaboration with multiple different business groups.  

• Ability to quickly adapt to change related to customer strategy, internal/external relationships, and organizational direction.  

• Strong consulting, listening, and communication skills, demonstrated by establishing influential relationships with diverse customers, including business owners.  

• Teamwork skills and the ability to act as a strategic partner to the customer.  

• Advanced Excel and PowerPoint skills and proficient in Word and Outlook. 

Our Environment  

• Remote, field-based position.  

• Up to 65% of travel may be required. Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations. 

• The employee is responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.