Associate Director, Enterprise Customer Experience

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🕒 il y a 9 jours

🏄 California – Distant

🏄 California – Remote

⏰ Temps Plein

🟠 Senior

💝 Support Client

🦅 Parrain de Visa H1B

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SoftBank Robotics America

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2012

🔧 Matériel

🏢 Entreprise

Hardware • Enterprise • Automation

SoftBank Robotics America est la branche nord-américaine du SoftBank Robotics Group, le plus grand intégrateur mondial de robots autonomes. L'entreprise se concentre sur l'adoption de la robotique à l'échelle de l'entreprise, transformant ainsi la façon dont les organisations automatisent leurs opérations et collaborent avec des robots. SoftBank Robotics America offre un programme complet d'automatisation robotique, soutenant les entreprises depuis le déploiement initial jusqu'à la maintenance de routine, ce qui se traduit par des économies significatives sur les coûts de main-d'œuvre et une amélioration de l'efficacité opérationnelle. Leurs solutions innovantes offrent une véritable valeur commerciale en automatisant des tâches, permettant ainsi aux talents humains de se concentrer sur des activités plus stratégiques. Spécialisée dans l'automatisation pour divers secteurs tels que la santé, l'hôtellerie, et le nettoyage commercial, elle s'appuie sur sa plateforme propriétaire SBR Connect pour surveiller l'activité de la flotte et éclairer les décisions basées sur les données, maximisant l'efficacité et le succès des initiatives d'automatisation.

Description

• Drive customer adoption of robotic floor cleaning solutions by delivering onboarding, training, and ongoing best practice guidance. • Act as a strategic consultant, partnering with customers to align robotics usage with operational goals and growth strategies. • Leverage business analytics tools to provide actionable insights on fleet utilization, coverage, and performance metrics. • Build long-term customer relationships through proactive engagement, ensuring high satisfaction and measurable ROI • Serve as the voice of the customer, advocating internally for product improvements and customer-driven innovation. • Identify expansion and renewal opportunities by understanding customer needs and maximizing solution value. • Collaborate cross-functional with sales, product, and support teams to deliver a seamless customer experience. • Contribute to the evolution of the Enterprise Customer Experience organization by helping shape scalable processes, customer engagement strategies, and operational best practices as the business continues to grow. • Occasional travel for customer meetings and team off sites

🎯 Exigences

• 5+ years of experience in enterprise customer success, strategic account management, implementation consulting, or operational transformation roles, with a focus on enterprise-level engagements • Proven experience in program management, with a track record of building and implementing successful frameworks and processes • Exceptional presentation and communication skills (both verbal and written), with experience presenting to C-level executives • Strong analytical skills with the ability to translate data into actionable insights and compelling stories • Experience in the following areas: high-tech software, services, and/or hardware • Proven track record of becoming a trusted subject matter expert in previous roles • Excellent project management skills; ability to gather new requirements, organize business priorities, and meet deadlines • Ability to work independently to identify problems early and explore possible solutions. • Thrive in a high performance, fast-paced, entrepreneurial environment • History of driving outcomes through cross-functional work with key stakeholders and contributing to a positive team environment • Experience in managing multiple levels of audiences, from end users to executive leaders • Ability to work in a fast paced, ever-changing environment • Willingness to take on additional projects and responsibilities as needed • Proficient, detail-oriented, and creative in the development of customer presentations in MS and Google

🏖️ Avantages

• Medical, dental, and vision coverage • Paid time off and company holidays • Retirement savings programs, 401k matching program • Performance-based bonus opportunities • Professional development and leadership growth opportunities