Customer Success Manager

Ocado Intelligent Automation (OIA) is a division of Ocado Group, a UK-based technology company publicly traded on the London Stock Exchange (OCDO). The OIA business unit delivers proprietary, world-class systems and solutions to the enterprise market for those businesses looking to future-proof their order fulfillment processes. 

As a Customer Success Manager at OIA, you will create and maintain long-lasting customer relationships that establish OIA solutions as a trusted partner to our customers. You will continuously work to ensure our customers' satisfaction with our solution, product, staff, and service. You will act as the voice of the customer within OIA by providing quantitative, actionable feedback to our sales, product, and engineering teams.
This is a remote opportunity that will require ~

Communication and Strategy

• Main point of contact for customers
• Schedule and hold recurring operational meetings  with customer stakeholders 
• Serve as the voice of the customer during escalations
• Provide insights from site data to discuss potential new features, upgrade paths, etc.
• Hold annual business review / health check meetings regularly 
• Provide a point of view with each site to help establish KPI’s and operational goals 
• Long term partner, keeping customers up to date with best practices 
• Collaborate effectively across functions including Sales, Marketing, Technical Solutions, Services, Product and Engineering

Customer Advocacy 

• Serve as an internal leader of change & escalation for customer’s needs 
• Proactively monitor the site for anomalies, and trends and report any issues to site personnel
• Work with the site team to align analytics (reporting and dashboards) to help drive business decisions - drive with the team during discussions with each site
• Collaborate with site leadership for new product development - product enhancements
• Help drive equipment utilization and user engagement with the system

Renewal and Growth

• Point of contact for discussion around expansion within the site and for contract renewal information
• Identify opportunities and align service offerings to meet customer needs

What you bring:

• 3-5 Years experience as a CSM or similar role dealing with enterprise-level customers
• Experience dealing with customers at all levels, from C-Level Executives to plant-level supervisors
• Excellent analytical, problem-solving, communication and organization skills
• Highly developed communication skills, both written and verbal, including an ability to prepare high-level reports to Executives and external parties.
• Travel 25% 

Bonus Skills:

• Previous experience in robotics, manufacturing, distribution, retail supply chain
• Experience with SaaS
• Experience with warehouse automation and/or robotics