Associate Director, Enterprise Customer Experience

This is a fully remote position, open to applicants in California.

📋 Description

• Facilitate the adoption of robotic floor cleaning solutions by providing onboarding, training, and continuous best practice advice.

• Function as a strategic advisor, collaborating with clients to align the use of robotics with their operational objectives and growth strategies.

• Utilize business analytics tools to deliver actionable insights regarding fleet utilization, coverage, and performance metrics.

• Establish long-term customer relationships through proactive engagement, ensuring high levels of satisfaction and measurable return on investment.

• Represent the customer’s voice internally, advocating for product enhancements and innovations driven by customer feedback.

• Recognize opportunities for expansion and renewal by comprehending customer needs and optimizing the value of solutions.

• Work collaboratively across various functions such as sales, product, and support teams to provide a seamless customer experience.

• Contribute to the advancement of the Enterprise Customer Experience organization by assisting in the development of scalable processes, customer engagement strategies, and operational best practices as the business evolves.

• Occasional travel required for customer meetings and team off-site events.

⛳️ Requirements

• Over 5 years of experience in enterprise customer success, strategic account management, implementation consulting, or operational transformation roles, particularly in enterprise-level engagements.

• Demonstrated experience in program management, with a proven history of developing and executing successful frameworks and processes.

• Outstanding presentation and communication skills (both verbal and written), with experience in delivering presentations to C-level executives.

• Strong analytical skills with the capability to convert data into actionable insights and compelling narratives.

• Experience in sectors such as high-tech software, services, and/or hardware.

• Established record of becoming a trusted subject matter expert in previous positions.

• Excellent project management abilities; capable of gathering new requirements, organizing business priorities, and meeting deadlines.

• Capacity to work independently, identifying issues early and exploring potential solutions.

• Ability to thrive in a high-performance, fast-paced, entrepreneurial environment.

• Proven history of achieving results through cross-functional collaboration with key stakeholders and fostering a positive team atmosphere.

• Experience in engaging with a diverse audience, from end-users to executive leaders.

• Adaptable to work in a fast-paced, ever-evolving environment.

• Willingness to undertake additional projects and responsibilities as required.

• Proficient, detail-oriented, and creative in developing customer presentations using MS and Google tools.

🏝️ Benefits

• Medical, dental, and vision insurance coverage.

• Paid time off and company holidays.

• Retirement savings plans, including a 401k matching program.

• Opportunities for performance-based bonuses.

• Professional development and leadership growth opportunities.