Customer Experience Manager II

Project Management:

• Lead and oversee robotic automation projects from initiation through completion.
• Collaborate with cross-functional teams including engineering, sales, and support to ensure project milestones and deliverables are achieved.
• Track project timelines, budgets, and resource allocation effectively.

Customer Support:

• Act as the primary point of contact for customers, promptly addressing queries and concerns.
• Provide ongoing troubleshooting assistance during and after project implementation.
• Escalate and coordinate with internal teams to resolve complex customer issues.

Communication:

• Communicate project updates, timelines, and expectations clearly to internal teams and external customers.
• Conduct regular status meetings with customers to ensure alignment and satisfaction.

Training & Documentation:

• Develop and deliver training sessions for customers on robotic automation systems.
• Create comprehensive documentation, including user guides, troubleshooting manuals, and best practices.

Feedback Collection:

• Gather feedback from customers and internal teams to identify areas for improvement.
• Work closely with the development and engineering teams to implement enhancements based on feedback.

Quality Assurance:

• Ensure the quality and performance of robotic automation solutions meet or exceed customer expectations.
• Conduct periodic reviews and audits to assess the effectiveness and reliability of implemented solutions.

Key Requirements:

• Bachelor's degree in Business, Engineering, or related field.
• Proven experience in project management and customer support roles.
• Knowledge of robotic automation technologies and processes.
• Strong communication and interpersonal skills.
• Excellent problem-solving and analytical abilities.
• Ability to work collaboratively in a cross-functional team environment.
• Experience with CRM tools and project management software.

Preferred Qualifications:

• Previous experience managing robotic automation projects.
• Certification in project management (PMP, PRINCE2, etc.) or related field.
• Familiarity with industry standards and best practices in robotic automation.