Customer Experience Manager

Position: Customer Experience Manager I
Location: Germany

Customer Experience Manager II

Domain:
Warehouse Automation | Robotics | Supply Chain Technology

About Grey Orange

Grey Orange is a global leader in AI-driven robotic automation software and hardware, transforming distribution and fulfillment centers worldwide. Our solutions increase productivity, empower growth and scale, mitigate labor challenges, reduce risk and time to market, and create better experiences for customers and employees. Founded in 2012, Grey Orange is headquartered in Atlanta, Georgia, with offices and partners across the Americas, Europe and Asia.

For more information, visit

Our Solutions

The Grey Matter Multiagent Orchestration (MAO) platform provides vendor agnostic fulfillment orchestration to continuously optimize performance in real time: the right order, with the right bot and agent, taking the right path and action. Currently operating more than 70 fulfillment sites across the globe (with deployments of 700+ robots at a single site), Grey Matter enables customers to decrease their fulfillment Cost Per Unit by 50%, reduce worker onboarding time by 90% and optimize peak season performance.

In retail stores, our gStore end to end store execution and retail management solution supports omnichannel fulfillment, real time replenishment, intelligent workforce tasking and more. Using real time overhead RFID technology, the platform increases inventory accuracy up to 99%, doubles staff productivity, and enables an engaging, seamless in store experience.

Role Overview

We are seeking a Customer Experience Manager II to support and grow customer relationships by ensuring successful adoption, performance, and optimization of Grey Orange solutions.

In this role, you will serve as a trusted customer partner, managing ongoing communication, operational reporting, issue resolution, and continuous improvement initiatives. You?ll collaborate closely with Product, Support, Engineering, and Program teams to help customers maximize value from their automation solutions.

The ideal candidate combines strong communication skills, operational awareness, and a data-driven mindset with a passion for customer success.

Key Responsibilities

Customer Engagement & Communication

* Manage day-to-day customer communication and relationship management

* Handle escalations and ensure timely issue resolution

* Conduct business reviews (MBRs, QBRs, EBRs) and maintain stakeholder alignment

Solution Performance & Optimization

* Support optimization of customer solutions for operational and technical performance

* Assist with peak planning, forecasting, and system readiness activities

* Track system performance metrics including uptime, throughput, and order accuracy

Data & Reporting

* Analyze operational data using SQL, Grafana, Power BI, and reporting tools

* Monitor dashboards and provide performance insights to stakeholders

* Maintain operational reports and KPI updates for customers and internal teams

Customer Success & Process Improvement

* Drive customer satisfaction metrics including CSAT, NPS, and renewals

* Identify opportunities to improve onboarding, adoption, and overall customer experience

* Document best practices, lessons learned, and enablement materials

Cross-Functional Collaboration

* Partner with Product, Solution Architecture, Support, and Program teams on enhancements and upgrades

* Coordinate system updates, feature rollouts, and customer change requests

* Align customer expectations, timelines, and delivery milestones

Key Performance Indicators (KPIs)

* System uptime and operational performance targets

* SLA adherence and issue resolution turnaround time

* Order fulfillment accuracy and inventory performance

* Customer satisfaction (CSAT/NPS) and renewal rates

* Accuracy and timeliness of reporting and dashboard updates

Required Qualifications

* 4?6 years of experience in Customer Success, Technical Account Management, Project Coordination, or related roles

* Strong communication and stakeholder management skills

* Familiarity with SQL and analytics/reporting tools such as Grafana or Power BI

* Understanding of customer success metrics including CSAT, NPS, and renewals

* Interest or experience in warehouse automation, robotics, or supply chain technology preferred

* Ability to work effectively in a fast-paced, cross-functional environment

Preferred Qualifications

* Experience supporting enterprise SaaS or automation platforms

* Familiarity with warehouse operations, fulfillment workflows, or logistics environments

* Experience working with cross-functional technical and operational teams

* Knowledge of WMS/WES platforms or supply chain systems

Equal Opportunity Employer

Grey Orange is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, age, veteran status, or any other protected status.