Customer Success Specialist

Job Title: Customer Success Specialist

Department: Customer Success

Job Level: L3

FLSA: Exempt

Job Summary:

The Customer Success Specialist is responsible for monitoring the performance of robots after the deployment phase is complete as well as providing second level support to Robotic Field Engineers. The Customer Success Specialist will detect usage anomalies and follow up with customers directly ensuring maximum robot uptime and satisfaction. Customer Success Specialists will collaborate cross-functionally to ensure customer satisfaction and development. The Customer Success Specialist will be responsible for processing and limiting regional churn through proactive value-add initiatives.

Key Duties/Responsibilities:

• Product expert on robot hardware, software and workflow across multiple industry settings including: restaurants, senior living communities, hotels, casinos, corporate campuses, sports venues, healthcare and more.

• Monitor and evaluate operational performance of robots, striving for continuous improvement of customer operations.

• Responsible for executing software updates to the robot fleet, including new feature rollout. Troubleshoot robot software and hardware to ensure maximum robot uptime.

• Responsible for providing training materials to customers regarding new software and product features.

• Document customer interactions in the CRM.

• Perform root cause analysis to determine reasons for product failures and execute corrective actions.

• Document and escalate customer support issues to third level support as needed.

• Ensure customer success by maintaining strong relationships and regular communication with the three pillars of our customer base: owners, operators and guests.

• Collect and present product feedback, providing VOC to internal teams.

• Ability to work flexible hours as our customers cover many industries and operating hours can vary day to day.

• Manage interdepartmental and/or cross functional projects to completion.

• Present data and insights about field performance to internal and external stakeholders.

• Must be comfortable maintaining at least one robot in their home space for software testing/validation purposes if the employee is remote.

• May occasionally provide robot deployment support to Bear Robotics' customers.

• Occasionally write SOPs and/or training materials for both internal and external audiences.

• Identifies potential pilot sites for prototype testing and works with the product team to monitor beta/prototype testing activities.

• Performs other related duties as assigned.

Supervisory Responsibilities:

• None

Required Skills/Abilities/Qualifications:

• Excellent verbal and written communication skills

• Excellent interpersonal and customer service skills

• Excellent organizational skills and attention to detail

• Excellent time management skills with a proven ability to meet deadlines

• Ability to read and occasionally edit code

• Great troubleshooting skills and ability to work under pressure

• Have a current, valid driver's license and a clean driving record

• Strong analytical and problem-solving skills

• Ability to function well in a high-paced and at times stressful environment

• Proficient with Google Suite or related software

• Proficient with Slack

• Ability to work independently

• Strong presentation skills

• Ability to mentor less experienced employees

• Proficient with business intelligence tools such as Looker, Tableau or PowerBI

• Excellent customer service skills

• Highly proficient with Linux Terminal

Preferred Skills/Abilities/Qualifications:

• Restaurant/Hospitality experience greatly preferred

• Experience visualizing rosbags

Education/Experience:

• Bachelor's or Master's Degree or equivalent experience in computer science, software engineering, electrical engineering, robotics engineering or other engineering discipline

• 4+ years of experience in a customer facing tech role

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer

• Overnight travel to other office locations and customer sites (up to 10%)

• Ability to lift 80 lbs

Bear Robotics, Inc. is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other characteristics protected by state or federal law or local ordinance.