Job Description
The role involves leading the Customer Success team at Gatik to ensure customer satisfaction, manage deployments, and drive growth by building strong relationships with key clients in autonomous middle-mile logistics, while coordinating cross-functional internal teams and developing scalable processes.
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, deployment projects, and ensure timely, successful deployment
- Track, analyze, and report on key performance metrics (KPIs) for customers and Gatik
- 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, hire, train, and manage a high-performing Customer Success team
- Design and implement customer-facing and internal processes and tools to support service delivery
- Partner with Manufacturing and Supply Chain to provide accurate deployment forecasts and align vehicle production with customer commitments
- Identify and proactively address potential service issues or inefficiencies
- Define strategic vision and roadmap for Customer Success, establishing scalable success frameworks and best practices
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 demands are not explicitly specified in the job posting.
- Coding experience is a plus but not mandatory.
Benefits & Perks
Salary range of $180,000 to $220,000
Onsite work schedule, 5 days per week
Opportunities for career development and team leadership
Engagement in innovative autonomous logistics technology
Participation in a diverse and inclusive work environment
Ready to Apply?
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