Apera AI helps manufacturers make their factories more flexible and productive. Robots enhanced with Apera's software have 4D Vision – the ability to see and handle objects with human-like capability. Challenging applications such as bin picking, sorting, packaging, and assembly are now open to fast, precise, and reliable automation. Apera is led by an experienced team from high-growth companies focused on robotics, artificial intelligence, and advanced manufacturing.
Job description
We are looking for an experienced Head of Customer Success to join our growing company and manage the existing team, plus strategically grow the Customer Success department. You will be working with a talented and motivated team of Sales Application Engineers who are responsible for supporting and growing our customer base. Your job will include:
- Leading and developing current team, and building a global headcount roadmap for Customer Success.
- Optimize the process involving customer success and support.
- Onboarding experience.
- Processing customer requests and delivering results.
- Providing timely support.
- Managing the whole process of system implementation
- Continuous development of help and support articles and videos and keeping them updated.
- Define KPIs and continuously track them to ensure the above process is working. Provide regular reports to COO.
- Develop and suggest new metrics as the company's business evolves to maintain customer satisfaction at the highest level possible.
Basic qualifications
- Degree in a technical field such as Engineering, Science, or Computer Science.
- Minimum of 5 years of experience in high-touch customer success or support.
- Minimum of 3 years of experience in building and managing customer success and support teams.
- Strong communication skills, and proven ability to influence stakeholders.
- Hands on expertise in using MS Office and support and ticketing platforms like Zendesk etc.
- Demonstrated strong analytical skills to analyze data and make informed decisions.
- Proven ability to build strong relationships with customers and other teams within the company.
- Ability to travel internationally.
Desirable qualifications
- Experience in this role in startup companies supporting new and innovative services and/or products.
- Experience in Industrial Automation, Robotics, Computer Vision or similar
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