Customer Success Manager - Bedford, United States - Berkshire Grey

Berkshire Grey

Verified Company

Bedford, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

About Berkshire Grey:

Berkshire Grey is revolutionizing the way we approach logistics and automation. As an industry leader in robotics and AI solutions, we deliver cutting-edge technology to improve efficiency and innovation.

Our team is growing, and we are looking for a dynamic Customer Success Manager to join us on this exciting journey.

Position Overview:

Key Responsibilities:

Build and maintain strong, longlasting customer relationships that establish Berkshire Grey as a trusted advisor. Continuously ensure a high level of satisfaction with our solutions, products, team, and services.
Be seen as a trusted advisor to the client not just a fixer to solve issues/escalations.
Identify and nurture operations personnel, innovation teams, and regional management within each customer warehouse, FC, or DC
Regularly establish mutually agreed upon OKR's with customer leadership as a tool to focus on the work that matters.
Systematically communicate with clients to keep them informed on performance of their systems (KPIs), maintenance and other related matters.
Organize and conduct regular customer meetings, visits, and business reviews with customers and sites.
Be a strong voice of the customer within the BG organization.
Effectively communicate value of BG solutions and educate customers on the business benefits of BG systems.
Develop and maintain a valuebased customer journey lifecycle that positions Berkshire Grey as an indispensable business transformation partner.
Continuously assess customer risks, anticipate challenges, and provide escalation to management when/as necessary.
Maintain and grow relationships and opportunities within customer locations.
Partner with the business unit overall and the sales directors to define customer strategies leveraging BG solutions that unlock growth.
Responsible for driving annual renewals.
Discover and perform initial qualification work for new sitelevel and networklevel opportunities in which BG can provide solutions to customer problems.
Provide strong project management skills and processes.
Ultimate win = customer location personnel ask for additional BG systems in the future due to their delight with both BG solutions and BG Team's consistent communication and strong relationships

Skills/Technical Requirements:

Excellent written, verbal communication, and interpersonal skills
Experienced in communicating with operational personnel, key technical stakeholders, and executive management within customer organizations.
Minimum of 5 years of experience in Customer Success, Account Management, Project Management, or similar roles
Demonstrated success providing consultative approach for innovative, complex solutions combining hardware, software, and services.
Ability to manage strategies and initiatives with appropriate tools so can keep various customer journeys to value on track and on budget.
Proven track record of delighting customers within warehouses and material handling automation a plus
Working knowledge of warehouse operations, MHE and WMS systems a plus
Strong aptitude and willingness to rollup your sleeves and solve complex technical challenges in a collaborative team environment.
Proficient and comfortable in using collaboration and PM tools such as Salesforce, Power BI, Slack, Jira, Confluence, MS Project

Educational Requirements: