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.

You will:

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)

You have:

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

Bonus

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

We offer:

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!

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