Customer Success Manager

Who we are

Founded in 2022, BotCrew has emerged as one of the leaders in the solar robotics space for solving real world problems that provide value to our end customers. Our robotics platform, Gravion, is trusted by the top Engineering, Procurement, and Construction companies in North America and we have ambitions to expand worldwide in the near future. For additional information about BotCrew and Gravion, please visit our website https://robots.botcrew.com.

About the Role

We are looking for a Customer Success Manager who loves building meaningful relationships, creating memorable customer experiences, and being the person people naturally turn to when they want something handled with care and excellence.

This role will be 80% remote and the rest of the 20% will be a combination of in office and in the field with customers. Your main priority will be ensuring our customers and operators are receiving the best possible experience from our team and our robots. You will work closely with our sales, field operations, and production teams to ensure optimal customer experience.

We will provide training on robotics, construction workflows, and our Gravion platform - you don’t need to know it all on day one.

About You

• You are a natural people person - you effortlessly connect with people and genuinely enjoy building relationships

• You are extremely organized - from the big picture to the small details, you do not miss important information, and you ensure timelines are met.

• You have real life skills of problem solving - you understand human nature and human emotions and know how to navigate challenging situations to ensure win-win situations for us and our customers.

• You are punctual - you do what you say you’ll do - on time.

• You always follow up - ensuring there are no loose ends, internally and externally.

• You are enthusiastic - you genuinely enjoy making our customers happy and making their experience top-notch

• You are adaptable and dependable - comfortable stepping into new environments and offering hands-on support when it helps the team and the customer.

Role Responsibilities

• Assisting our Key Account Managers with sales administrative duties

• Following up with customers for status updates on job site reports and robot performance feedback

• Routine post sale follow up for new and existing robot deployments

• Working with our internal teams and customer teams for robot site transfers, robot and parts logistics, and keeping track of robot lease statuses.

• Keeping sales, engineering, and field operations updated on high risk sites and low robot utilization sites.

• Making sure our customers and robot operators are raving fans of the BotCrew Team and our robots. Sending out swag and gifts for holidays and important events in our customers' lives.

• Representing the BotCrew teams at trade shows and other events

• Keeping tickets in Zendesk up to date and keeping data in our CRM up to date

• Other duties as needed

Qualifications

• 2+ years of experience in customer success or higher level/technical customer service roles

• Proficient in Google suite and Microsoft suite

• 5+ years of experience in customer facing roles

• Refined and presentable appearance and communication skills

• Ability to learn about robotics and construction

• Stable internet and cell service

• Live in or near Austin, TX

• Ability to be in office 10% of the time

• Ability to travel 10% of the time

Preferred/Bonus Qualifications

• Background in luxury service environments (e.g., high-end automotive, hospitality, events)

• Hubspot/Salesforce or other CRM experience

• Zendesk or other helpdesk software experience

• Prior experience working in fast growth startups/environments

• Experience from the robotics/construction industry.