Dexterity, Inc. · 1 week ago

Customer Success Manager

United States

Full-time

Remote

Mid Level

$139K/yr - $172K/yr

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Hiring Manager

Hardeep Dhillon

Insider Connection @Dexterity, Inc.

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Responsibilities

Manage and execute relevant activities within assigned customers throughout their contract lifecycle, such as onboarding, training, and ongoing support.

Support and on occasion serve as the project manager for robotics customer deployment lifecycles, overseeing the project’s activity, resources, schedule, budget, and risk.

Analyze KPI trends and suggest process improvement recommendations to ensure customer satisfaction and retention.

Conduct up-front analysis to map all relative touchpoints in the customer experience (current state) and identify gaps (addressing inconsistency, inefficiencies, best practices, emerging trends) to create future state.

Assist the sales team in achieving expansion targets within assigned customers by identifying upsell and cross-sell opportunities.

Establish contacts with the company's vendors of choice to support relationships and partnerships.

Act as a trusted advisor and proactive partner to assigned customers, building strategic working relationships and providing guidance on best practices for using Dexterity's robots.

Develop and maintain a deep understanding of Dexterity's robotics technology and how it can be applied to meet customer needs.

Collaborate with cross-functional internal teams to ensure timely and successful delivery of solutions and escalate customer issues as needed.

Plan and organize their workload to ensure that they are meeting deadlines and providing excellent customer service to assigned customers. This includes scheduling regular check-ins, preparing reports and presentations, and keeping accurate records of customer interactions.

Qualification

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Project ManagementTravel CommitmentProblem-SolvingCommunicationCollaborationInfluenceAdaptabilityProduct KnowledgeBenefits AdministrationEquity ManagementConfidence

Required

B.S. in engineering, business management, or related fields

Previous experience deploying systems solutions at customer facilities

Project management skills, leading and directing complex engineering projects

Excellent customer facing communication skills with the ability to communicate complex issues to diverse audiences (e.g., operations, engineering, or leadership)

Excellent written and verbal communication skills

Proven ability to work well in a matrix environment, collaborating across multiple departments and influencing all levels within an organization

A commitment to travel and work at customer sites

Willingness to work long hours when required to get the job done