People Matter

Customer Success Manager

Berkshire Grey

Berkshire Grey

Bedford, MA, USA
Posted on Thursday, May 16, 2024

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:

The Customer Success Manager will be a pivotal player within the Go To Market team, responsible for building on our enterprise level successes and delivering quantifiable value to our customers. This is an exciting, dynamic position for someone interested in a customer-oriented business role that is also tech-forward within the fast-growing world of AI and robotics. The successful candidate will have a consultative style with a particular strength and passion for being the customer advocate within complex, big ticket solutions for the world’s largest retailers. The candidate will own and elevate Berkshire Grey’s relationship with the customer, and success is directly linked to developing, guiding, and delivering business value to our customers through all phases of the relationship.

Key Responsibilities:

  • Build and maintain strong, long-lasting 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 value-based 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.
    • Be a proactive, value adding leader in various stages of the customer journey and serve as a BG subject matter expert.

  • 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 site-level and network-level 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 roll-up 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:

  • BS/BA/IE degree
  • Minimum of 5 years of experience in Customer Success, Account Management, Project Management, or similar roles

Salary and bonus for this role are commensurate with experience. This position involves 30-40% travel.

This job is not eligible for visa sponsorship.