Customer Experience Manager II

WHY GO WITH GREYORANGE?

At GreyOrange, we develop leading-edge fulfillment technology that gets the right product to the right place at the right time. In today’s age of immediacy, where customers expect to receive their order right away, retailers must take a completely new approach to compete. By leveraging AI, robotics and machine learning, GreyOrange transforms how businesses fulfill orders and keep promises to their customers. GreyOrange is a global company with core operations in North America, Europe, India and Japan.

We apply modern thinking and technology to solve today’s fulfillment challenges – and we’re looking for modern minds to join us.

About Our Solutions

GreyOrange technology specializes in bringing warehouses, distribution centers, and fulfillment centers into the future. Our AI-driven GreyMatter™ Fulfillment Operating System and Ranger™ robot series are combined solutions that continuously prioritize decisions and workflows to efficiently orchestrate tasks, time and teams of people and robots for optimum performance across a distribution center. Real-time data is fed into always-solving algorithms that calculate each next-best decision, whether solving for every-day performance or solving for peak period commitments. The result is a fast, agile and precisely tuned operation that equips our customers to perpetually meet the what-when-where expectations of their customers.

Job Title - Customer Experience Manager II

Location - Atlanta, US

The Customer Experience Manager (CEM) is the Single Point of Contact (SPOC) serving GreyOrange's largest and most complex customers. The CEM will work with program managers and executive-level decision-makers at large enterprise brands to deliver an excellent customer support experience. The CEM also acts as an internal escalation point, collaborating with Support, Engineering, Solutions, and success to resolve issues.

Working Hours: Aligned to customer needs.

What Will You Do

• Serve as the technical voice of the customer and advocate for your client’s needs when escalating product issues.
• Meet regularly with your customer contacts for ticket reviews. You’ll discuss support ticket trends, look for opportunities to reduce pain points in product use and deliver updates on outstanding issues.
• Understanding the customer's primary business KPIs and how GreyOrange solution delivers on those against what was committed.
• Work closely with Support Engineers to resolve client issues within SLA targets.
• Attend bridge calls for escalated issues and work directly with the customer and Engineering for expedited resolution.
• Plan and execute important events for customers in collaboration with internal GO teams.
• Prepare regular reports for internal stakeholders for all your accounts to highlight customer health and improvement plans.
• Share regular insights into new features with customers.
• Discuss and plan release readiness with customers to meet customer expectations and ensure faster resolution of release-related issues.
• Closely monitor TTR for all support cases from your accounts and always ensure adherence to SLA.
• Roll up your sleeve and work with support/engineering teams to debug critical issues reported by your accounts.
• Ensure the highest standard of service delivery to our customers.
• Ensure customers are utilising the product's full potential and training as required.
• Collaborate with Customer Success Managers (CSMs) to identify expansion opportunities and drive customer loyalty.
• Conduct regular support business reviews with customers, gathering feedback and identifying areas for improvement.
• Lead hypercare activities post-implementation, ensuring a smooth transition and effective post-go-live support.
• Travel to customer sites as a part of the job role to provide on-site support, build relationships, and understand customer needs firsthand.
  
  

Who You Are & What Makes You Qualified

• 2-5 years of experience working in a product support role at a software company. Bonus points for working for a fast-paced SaaS and hardware product company.
• Education level: Bachelor’s degree in a technical field, or equivalent work experience in a software/support and services environment.
• Experience with Linux operating system
• Prior Customer/Account management experience at any level is desirable.
• Understanding of SaaS & RaaS business and service deliverables.
• Travel Requirement: 25% of the time
  
  

Equal Opportunity Employer:

Grey Orange Inc. is an equal employment opportunity employer. The company’s policy is not to discriminate against any applicant or employee based on race, colour, religion, national origin, gender, age, sexual orientation, gender identity or expression, veteran status, marital status, mental or physical disability, and genetic information, or any other basis protected by applicable law. Grey Orange also prohibits harassment of applicants or employees based on any of these protected categories.