Customer Success Specialist

Job description

About Avidbots

Avidbots designs and manufactures autonomous connected robots to expand human potential. Its ground-breaking product is Neo™, an autonomous floor-scrubbing robot widely deployed by the world’s leading facilities, including airports, warehouses, manufacturing sites, malls, universities, and other commercial spaces worldwide.

Founded in 2014, the company today has a rapidly expanding customer base in over a dozen countries and offers comprehensive service and support to customers on five continents. Avidbots has grown to be a global leader in commercial service robots, achieving many important industry firsts along the way.

About The Role

We are looking for an enthusiastic, talented Customer Success Specialist. Based out of our Chicago area location, our ideal candidate enjoys being customer-facing in the field. You are technically competent and will actively train our customers and support our robots during deployments - often our customer’s first experience with a robot - and you’ll be part of that exciting experience with them at every step!

You’ll be a “road warrior” with Platinum loyalty status at hotels, airlines, and car rental companies!

You thrive in a fast moving & dynamic environment and enjoy working independently while being part of a larger Customer Care team. The role will be critical to our customers’ success and will have a tremendous impact on the exploding growth of Avidbots in North America. This role is within Avidbots’ Customer Care department.

How You Will Make a Difference
Regular (75% +/-) travel to customer sites across North America for robot deployments, site assessments and training for partners and vendors.
Work with internal teams to ensure robot cleaning plans are effective, safe, to customer’s satisfaction, and to Customer Success Journey.
Monitor Customer Health by reviewing cleaning reports and follow up with customers to ensure customer is adopting to product
Provide analytics and contextual site info to Customer Success Manager (CSM)
Support CSM with customer issue escalation/resolution with internal teams that include (but are not limited to); Shipping, Product, Production, QA, RM, AppEng, Web team, Software, Engineering, Service, Tech Support, Sales)
Create and/or update all necessary forms and update all systems per outlined processes to document information pertaining to all Customer Success activities
Update Salesforce and other internal systems with customer interactions, training summaries, and any other feedback for internal teams.
Manage trip bookings and expense reports per company travel and expense policies
Gather and document customer feedback (via training sessions and post-deployment follow-up calls) and communicate to appropriate internal stakeholders such as: Product, Quality, Support/Service/CPG/RM, Sales/Marketing
Manage and maintain customer and partner-facing training materials which include:
User Manuals
Procedures and instructional documents
Training Videos
Support website
Assist in managing robots used for Demonstrations, roadshows, trade shows, customer visits, and deployments.
Support CSS Team Lead with customer calls to review and/or schedule:
Pre-deployment and training details
Arranging pre-deployment calls with customers
Reviewing deployment requirements with customers
Providing customers with summary of details collected during pre-deployment call
Post-deployment follow-ups

Key Skills And Experience
Minimum 3 years in customer support role
Strong written and verbal communication skills
Adept at training and working with different personality types across multiple industries
Ability to work both independently and with cross-functional teams
Driven individual, passionate about robotics/technology; self-starter and works well as part of a support team
Willingness and ability to travel within North America.
Must be able to work in the US without sponsorship.
Hold a valid and up-to-date driver’s license and passport.
Must be able to lift batteries 60lbs
Ability to work flexible hours

Join a fast paced HAX portfolio company and be part of one of the largest hard tech communities in the world.

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