Customer Success, Implementation Specialist at Vicarious
Union City, CA, US
      • Act as the primary post-sale contact for key Customers; work with Customer teams to ensure smooth implementation, adoption, and continuous optimization of onsite operations post-deployment. 
      • Proactively generate and deliver detailed KPI reports to Customer stakeholders including corporate executives and site operators. Communicate regularly with Customer teams to keep them informed about opportunities for improvement, system performance, continued engineering, new capability development, ongoing deployment activities, and related operations. 
      • Work onsite with Customers as needed to drive optimization of workflow during initial deployment, provide training, encourage system adoption, improve system usability, educate Customer stakeholders, and capture user feedback. 
      • Collaborate with Sales and Deployment teams to manage Customer expectations, coordinate deployment, and ensure successful on-boarding.
      • Provide feedback to Marketing to inform and grow customer support content, on-boarding materials, case studies, and business cases. 
      • Develop tools and processes to support and scale the optimization and adoption process across multiple customers and applications.
      • Work cross-functionally to triage customer issues, assess program risks, anticipate challenges, and support ongoing deployments. 
      • Become an expert in our customers’ industries, AI, and Robotics.
 

Background/Experience

    • 3+ years of Customer Success, Account Management, or Project Management roles in Automation, Manufacturing, or Logistics.
    • Previous experience in distribution/fulfillment or manufacturing operations or process optimization. 
    • Previous experience in workflow studies, workcell optimization, or similar.  
    • Experience building and implementing successful Customer programs for new products.
    • Demonstrated ability to work on multiple projects concurrently and prioritize projects to meet deadlines.
    • Ability to confidently communicate technical concepts and solutions to key stakeholders at all levels of an organization