Job Description
The role involves leading and managing the Customer Success team to ensure high customer satisfaction, successful onboarding, and ongoing support for Gatik's autonomous middle-mile logistics services, while coordinating with internal teams and driving customer growth and retention.
Key Responsibilities
- Build and lead a Customer Success team to ensure customer satisfaction and success
- Act as the primary point of contact for key customers and coordinate with internal teams to resolve issues
- Manage customer onboarding and deployment projects to ensure timely and successful implementation
- Track, analyze, and report on key performance metrics for customers and the company
- Create user-facing documentation to facilitate customer enablement and self-service
- Educate customers on Gatik's capabilities and promote adoption of new features and services
- Collaborate with the Commercial team to drive contract renewals and expansions
- Recruit, train, and manage a high-performing Customer Success team
- Design and implement processes and tools to support service delivery
- Partner with Manufacturing and Supply Chain to align deployment schedules with customer commitments
- Identify and proactively address potential service issues or inefficiencies
- Define strategic vision and roadmap for Customer Success aligned with company goals
Requirements
- Bachelor's degree in Engineering, Business, Logistics, Supply Chain Management, or related field.
- 7-10 years of experience in customer success, account management, or other similarly customer-centric role within B2B hardware sectors.
- At least 3 years of experience in a leadership position managing a team.
- A systematic, process-oriented approach with a proven track record of combining high-tech automation with high-touch personal service.
- Proven team builder who focuses on the continuous improvement of Customer Success team members.
- Excellent program management skills, with the ability to establish goals, create program schedules, and align resources to achieve program objectives.
- Excellent interpersonal and communication skills, with the ability to engage stakeholders at all levels.
- Proven problem-solving skills and a customer-centric mindset.
- Ability to manage multiple customer accounts and prioritize tasks effectively.
- Experience using and administering CRM, data analysis, ticketing, collaboration, and workflow tools such as HubSpot, Jira, Confluence, and Zapier.
- Physical and mental ability to perform the duties required for managing customer success operations (implied by the role, though not explicitly stated).
Benefits & Perks
Salary range of $180,000 - $220,000
Onsite work schedule, 5 days per week
Opportunities for career development and team leadership
Involvement in innovative autonomous logistics technology
Participation in a diverse and inclusive work environment
Ready to Apply?
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