Customer Success Acct Manager, EU

Title:

Customer Success Account Manager (EU)

Location:

Europe/ Remote

Direct Report:
Brian Campbell

Customer Success Account Manager

Right Hand Robotics (RHR) is reshaping order fulfillment processes by automating item handling in e-commerce, apparel, pharma, health & beauty, grocery, third party logistics (3PL) and other industries. RHR’s technology is a software-driven, hardware-enabled solution that enables our robots to fulfill orders by picking and placing everyday items, even those that it has never seen before.

RHR is experiencing strong demand for our product, Right Pick, in both the US and international markets. We are looking to grow our team with Customer Success Account Managers. This role works closely with the RHR solutions, engineering, support and deployment teams to provide an exceptional technical onboarding and ongoing continuous improvement experience for our customers to allow our systems to reach their ultimate performance metrics and provide ongoing value for our customers.

The ideal candidate must be comfortable wearing multiple hats and owning the ramp up and performance refinement phases of our projects- this is not a retroactive support / account role. We like to say the mission of this role is to make customers fall in love with our robots.

• Act as the consistent central point of contact between RHR and our customers/partners, after orders are placed, to ensure project success.
• Monitor and translate customer needs to the engineering, operations, deployment and support teams at RHR to prioritize appropriate actions to achieve customer satisfaction
• Coordinate internal and external project management meetings until project meets customer performance and satisfaction goals
• Track and present project updates on a routine basis to senior management
• Conduct both in-person and web-based customer onboarding training
• Track routine and proactive system performance to monitor account health.
• Use data driven analytics to steer customer toward the right areas for improvement
• Develop process improvements, focusing on smarter, more efficient ways to elevate the customer experience.
• Travel on average 25-33% (will fluctuate higher and lower depending on project timings)

• 3+ years of data analytics for logistics/warehouse operations AND/OR project management/deployment
• Experience with warehouse operations and preferably each-pick material flows
• At minimum, familiarity with warehouse/manufacturing automation equipment
• Excellent public speaking, writing, presentation, and interpersonal skills
• Strong analytical and problem-solving skills
• Self-motivated with a bias for action
• Experience delivering client-facing technical training
• BA/BS Preferred

• Experience with warehouse automation and understanding of system integrators in the industry
• Fluent in multiple languages
• Industrial engineering background
• Six sigma certified and/or experience with continuous improvement initiatives

• The opportunity to make an immediate and visible impact in a frontier industry with lots of potential for growth.
• Passionate teammates.
• Flexible vacation and work schedule.
• 401(k)
• Hybrid in-person and remote work environment
• Generous premium coverage for medical and dental plans.
• Robots, galore!