Customer Success Manager (Warehousing / 3Pl / Wms)

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.

The Customer Success Manager role will proactively manage relationships with Locus customers. You will be focused on customer loyalty and operational success by building close long-term client relationships. In additional to an in-depth knowledge of warehouse operations, the ideal candidate will possess a unique combination of well-developed project management skills, training abilities, leadership, and a consultative approach to relationship management by effective communications.

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

• 2+ years of customer facing experience in a Warehouse/3PL logistics/supply chain framework and/or logistics operations experience.
• 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.
• English proficiency required, additional languages (Dutch, French, Spanish, Italian) a plus.
• Bachelor's Degree in a technical field or equivalent work experience.
• 50% Travel required (primarily located in UK).

Additional Information:

Locus Robotics is an equal opportunity employer.