Customer Success Manager

Role Overview

• Act as a key point of contact and trusted resource for customer operations, also engaging partner distributors and AutoStore internal subject matter experts, to collaboratively and proactively support customer operational goals and site health.
• Coordinate with internal and external stakeholders to ensure successful implementations, onboarding, and adoption of solutions, establishing a recurring and long-term relationship with the customer to ensure ongoing, optimized health of their AutoStore system.
• Proactively monitor customer project progress and provide regular updates to stakeholders.
• Demonstrate solid understanding of customer business goals and their holistic and daily needs.
• Proactively monitor customer operational performance, and generate recommendations utilizing data and knowledge of latest AutoStore products and features to improve or optimize customer operations.
• Strengthen and leverage customer relationships to proactively accelerate upsell opportunity, shortening the average length of time for expansion opportunity.
• Conduct semi-annual strategic operational reviews with customers, bringing together key stakeholders and resources to review KPIs, offer strategic insight and recommendations, exchange updates and feedback, and open growth opportunities.
• Maintain customer NPS scores that are above average, ensuring that customers are referenceable, and create action plans and communication around customer feedback.
• Help drive customer satisfaction and visibility as the internal Voice of the Customer.
• Advocate for customers’ needs and facilitate within internal teams to strengthen processes and communication.

Requirements

• Proven and relevant industry experience working with in customer success or account management.
• Growth mindset, with demonstrated ability to influence and form strong, collaborative relationships at all levels, internally and externally.
• Strong interpersonal and communication skills, both verbal and written.
• Proven ability to troubleshoot, problem-solve, and thrive in a “win as a team” environment.
• Time management as second nature, with a disciplined approach to organizing tasks and priorities.
• Analytical competency and ability to synthesize data to spot patterns and recommend improvements.
• Technical aptitude.
• Knowledge of technical aspects and ability to articulate solution recommendations.
• Ability to proactively understand customer operational needs, as well as the key stakeholders in the decision-making process.
• Assertiveness and ability to suggest and drive improved ways of working.
• Experience with complex technical systems or software is highly desired.
• Travel to customer sites, as needed.

Benefits

• Comprehensive Medical, Dental, and Vision plans
• Health Savings Account (HSA) with a company contribution
• Generous Paid Time Off including 12 holidays, paid exercise time, paid volunteer time, and paid parental leave plans for all new parents
• Retirement 401(k) plan with employer match and discretionary profit sharing contribution
• Educational assistance and professional development programs, including mentorship/coaching programs with external industry leaders
• Additional benefits include Group Life Insurance, Voluntary Additional Life Insurance, Disability Insurance, Employee Assistance programs, and more!