Customer Experience Manager II

Roles and Responsibilities :

Project Management:

• Lead and oversee the implementation of robotic automation projects from initiation to completion.
• Collaborate with cross-functional teams, including engineering, sales, and support, to ensure project milestones are met.

Customer Support:

• Act as the main point of contact for customers, addressing their queries and concerns promptly and effectively.
• Provide ongoing support and troubleshooting assistance during and after the implementation phase.

Communication:

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

Training and Documentation:

• Develop and deliver training sessions for customers to familiarize them with the robotic automation system.
• Create comprehensive documentation, including user guides and troubleshooting manuals.

Feedback Collection:

• Gather feedback from customers and internal teams to identify areas for improvement in the robotic automation process.
• Work closely with the development team to implement necessary enhancements based on feedback.

Quality Assurance:

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

Requirements:

• Bachelor s degree in Business, Engineering, or a related field.
• Proven experience in project management and customer support roles.
• Knowledge of robotic automation technologies and processes.
• Excellent communication and interpersonal skills.
• Strong 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 in managing robotic automation projects.
• Certification in project management or related field.
• Familiarity with industry standards and best practices in robotic automation.