Associate Director, Enterprise Customer Experience

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🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

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SoftBank Robotics America

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2012

🔧 Hardware

🏢 Enterprise

Hardware • Enterprise • Automation

SoftBank Robotics America is the North American arm of SoftBank Robotics Group, the world's largest autonomous robot integrator. The company focuses on enterprise-scale robotics adoption, transforming how organizations automate their operations and work alongside robots. SoftBank Robotics America provides a comprehensive robotic automation program, supporting businesses from initial deployment to routine maintenance, resulting in significant labor cost savings and improved operational efficiency. Their innovative solutions offer real business value by automating tasks, thereby allowing human talent to focus on more strategic activities. Specializing in automation for various industries such as healthcare, hospitality, and commercial cleaning, they leverage their proprietary platform SBR Connect to monitor fleet activity and inform data-driven decisions, maximizing efficiency and success in automation initiatives.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

• 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