Customer Success Manager

at  Locus Robotics

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.
In this role you will work with European customers to ensure they are successful and satisfied with the Locus Robotics solution. This is a dynamic, 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, training, leadership, and relationship management experience to ensure the success of Locus Robotics’ customers.

QUALIFICATIONS

• Bachelor’s Degree in Computer Science, Engineering, CIS or a related technical field.
• 5+ years’ hands-on experience with 3PL, Warehouse, or logistics operations.
• Knowledge of networking and network technology, such as routers, WIFI, switches, and firewalls.
• Ability to communicate technical/complex information both verbally and in writing.
• Aptitude to multitask and respond to emergency situations effectively.
• Strong communication skills to collaborate effectively with internal and external teams.
• Knowledge of and interest in diverse technical topics, including software, hardware, and robotics.
• Self-motivated and able to solve problems independently and in customer settings.
• Fluent English/German written and verbal communications skills required to collaborate effectively with internal and external teams.
• 50% Travel required.

• Support customer site operations on a day-to-day basis.
• Manage customer satisfaction within deployment period and aid in process improvement.
• Serve as the point of contact for escalated technical issues.
• 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 data (Throughput, UPH, Lines Per Hour).
• Conduct post-project evaluation and identify successful and unsuccessful project elements.
• Track customer site performance to ensure required contractual goals are met.
• Scale up system to meet the growing needs of the customer.
• Other duties as required.