Customer Success Manager

Introduction

Slip Robotics is a venture-backed, supply chain robotics startup that provides robots-as-a-service for automated truck loading/unloading in under 5 minutes. 23% of a truck driver’s workday is typically wasted idling and waiting for their truck to be loaded/unloaded at a dock, while forklift drivers face constant pressure to quickly load/unload freight despite the high risks of damage and injury. SlipBots auto-load/unload all types of trucks in less than 5 minutes to increase safety, speed, and savings across the supply chain. Slip is headquartered in Atlanta, GA and serves multiple Fortune 500 customers in 24/7 production manufacturing and logistics operations throughout North America. We're looking for motivated people to join our team to help fuel our growth and modernize the supply chain.

Position Overview

At Slip Robotics, the role of Customer Success Manager is pivotal in ensuring customer satisfaction and retention. This role involves overseeing various customer-centric activities throughout the contract lifecycle, which includes the initial onboarding process, providing training, and offering continuous support. The person in this role will take charge of managing projects related to the deployment of our robotics solutions, playing a key role in nurturing the customer relationship from start to finish. The ideal candidate will have a background in handling multiple customer accounts simultaneously, demonstrating resilience and flexibility in dealing with uncertain customer requirements. The ability to forge strategic, long-term relationships with clients and work collaboratively across different teams to influence organizational decisions is crucial.

Furthermore, the Customer Success Manager will undertake the analysis of KPI trends and offer suggestions for process enhancements to boost customer satisfaction and retention. This will involve evaluation of the customer journey, pinpointing areas for improvement, and devising plans for an enhanced future customer experience. 

The role demands excellent organizational, communicative, and relationship-building capabilities, coupled with an in-depth knowledge of Slip Robotics's technologies and their potential applications to fulfill customer needs. Ultimately, the Customer Success Manager is vital in ensuring the effective use of our robotics technologies by our customers, contributing to global transformation through innovative solutions.

Requirements

Responsibilities

• Oversee and implement pertinent customer-related activities throughout the lifecycle of their contracts, including but not limited to onboarding, training, and continuous support.
• Occasionally lead the project management of the deployment of our robotics solutions, ensuring the proper allocation of resources, adherence to budget, schedule management, and risk mitigation.
• Analyze trends in KPIs and propose recommendations for process improvements to enhance customer satisfaction and retention.
• Perform an initial analysis to identify the current state of customer interactions, discover inefficiencies or inconsistencies, and develop plans for an optimized future state.
• Support the sales team in meeting expansion goals by identifying opportunities for upselling and cross-selling within existing accounts.
• Maintain and strengthen relationships with preferred vendors to foster partnerships.
• Serve as a trusted consultant and proactive partner to customers, advising on best practices for utilizing Slip Robotics's robotics solutions.
• Gain and maintain a comprehensive understanding of Slip Robotics’ technology and its application to meet customer requirements.
• Collaborate with internal teams across various departments to ensure the timely and successful delivery of our solutions, escalating customer issues when necessary.
• Manage workload effectively to meet deadlines and deliver exceptional service to customers, including scheduling regular meetings, preparing reports and presentations, and maintaining detailed records of customer engagements.

Required Competencies

• Bachelor’s degree in engineering, business management, or a related field is preferred. However, individuals confident in their ability to learn our products and industry are encouraged to apply regardless of formal education.
• Advanced knowledge in warehouse, manufacturing, or similar operations. Experience in dock operations and short haul shuttle shipping workflows is a plus.
• Experience in full accountability of customer accounts, and/or deploying similar robotics system solutions at customer sites.
• Proficient in project management, with the ability to lead complex initiatives.
• Exceptional communication skills, capable of engaging with a diverse range of audiences, including operations and warehouse teams.

Additional Information

• Travel 50% or more in relation to customer activity and demand.
• May be requested to work a varying schedule to support customer needs, including nights, weekends, and holidays.
• Slip Robotics is in a phase of hyper growth, which is exciting for a start-up! As a result, responsibilities in this job description may be adjusted after onboarding. Experience or understanding of working in a start-up environment is recommended for this position.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Stock Option Plan