Customer Success Engineer

Introduction

At Slip Robotics, we are at the forefront of revolutionizing the logistics and automation industry with cutting-edge robotic solutions. Our mission is to transform the way goods move through the world by designing and building autonomous systems that enhance warehouse intelligence, optimize supply chains, and ensure workplace safety. We believe in the power of innovation and collaboration, and our team is dedicated to pushing the boundaries of what’s possible in robotics. Join us and help shape the future of automation!

Position Overview

At Slip Robotics, the role of Customer Success Engineer is pivotal in ensuring customer adoption and retention. This role involves developing an expert knowledge of Slip Robotics products and customer’s operations, to lead design and execution of new implementation initiatives as well as optimization of existing customer operations. The ideal candidate will have a background in handling multiple customer accounts simultaneously, demonstrating resilience and flexibility in dealing with uncertain customer requirements. The ability to forge strategic relationships with clients and work collaboratively across different teams to influence organizational decisions is crucial.

Furthermore, the Customer Success Engineer will undertake the analysis of KPI trends and offer suggestions for process or product enhancements to boost customer satisfaction and retention. This will result in continuous improvement of implementation and adoption programs.

Key Responsibilities

• Requirements Gathering and Analysis: Conduct thorough assessments of customer operations to identify opportunities for initial launch, as well as expansion opportunities. Be able to differentiate levels of change management required for different opportunities, and steer teams towards opportunities with the best overall value.
• Solution Design and Planning: Develop expert knowledge of our product and application to customer operations. Design implementation strategies that minimize impact on customer time and resources, while maximizing product value.
• Project Management and Implementation: Supported by a Customer Success Manager, build and lead the execution of implementation plans from start to finish. This includes coordinating with customer and cross-functional teams, managing timelines, ensuring resource availability.
• Customer Collaboration: Work closely with customers throughout the customer lifecycle, refine project scopes based on data and feedback, ensuring that customers are maximizing product value and that customer champions can quantity that value.
• Technical Support and Training: As part of the Customer Success team, provide ongoing solutions support and product training to customers pre and post-implementation, ensuring they achieve optimal performance from our product.

• Performance Monitoring: Continuously monitor and report on the performance of implemented solutions, identifying opportunities for further workflow optimization or product enhancements.

Additional Information

Travel 50% of more in relation to customer activity demand

May be requested to work a varying schedule to support customer needs, including nights, weekends, and holidays.

• Bachelor’s degree in Industrial Engineering strongly preferred. Operations Management, Business Management, or a related field is also acceptable. However, individuals confident in their ability to learn our products and industry are encouraged to apply regardless of formal education.
• Demonstrated expertise in warehouse operations, with a specific focus on industrial engineering, manufacturing, transportation, and material flow design.
• Proven experience in a role requiring the implementation of complex solutions in a warehouse, manufacturing, or similar environment.
• Strong project management skills, with a track record of delivering complex projects in a robotics or similar technical field.
• Outstanding communication and interpersonal skills, with the ability to engage effectively with both technical and non-technical stakeholders.
• Advanced knowledge in warehouse, manufacturing, or similar operations, and specifically dock operations and shipping logistics.

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Stock Option Plan