Job Description

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.  This role requires a unique combination of well-developed project management skills, training abilities, leadership,  and relationship management by effective communications.  Customer facing management skills, travel to various sites.

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.

Qualifications

• 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.