Customer Success Manager

2 mesi fa

Torino, Italia Universal-Robots A tempo pieno

**Customer Success Manager - Italy**

**#WeAreUR and we continuously redefine automation**
At Universal Robots, part of Teradyne Inc., we are empowering change in the way work is done. Our vision is to create a world where people work with robots, not like robots. And with 50,000+ cobots already installed worldwide, we’re well on the way to achieving it. Working towards our vision gives us endless opportunities to learn, grow, innovate, and solve problems together as we bring our technology to companies of all sizes all over the world.

The Customer Success Manager is a key stakeholder in the post sales journey of our robot users. The Success Manager is focused on driving repeat sales by creating a meaningful relationship to UR’s service and facilitating the successful deployment of our Cobots. The current goal of the CSM team is to achieve our growth aspirations, consistently strengthening and reinforcing our brand, as well as deepening our engagement and adding value to our clients.

This is a high impact, strategic and hands-on position, requiring a high degree of creativity, and excellence in strategy and execution in a dynamic environment along with focus on customer orientation. There are many stakeholders including our distribution network, technical teams, and vast customer organizations, all of which require a high level of tact and specialized communication.

To give you an overview of how this affects your role and responsibilities you can look forward to:

- Have full ownership of our customer experience; maintaining full overview of the robot deployment timeline and delivering appropriate resources during the customer lifecycle.
- Understand the individual growth and business goals of our customers and facilitate their development.
- Cross-functional team and partners coordination to ensure flowless customer implementation and experience. For example, establish clear processes and handoffs to support, service, and sales teams when needed.
- Act as the initial primary contact for customers post sale and build strong relationships, understand their specialized business, service needs and drivers to continuously improve cooperation and process to the mutual benefit
- Coordinate with various members of the internal team by processing feedback received from end users, partners, and other members of the UR network.
- Manage regional accounts and provide proactive customer service when needed.
- Work independently, while also sharing knowledge and best practices with the team and relevant stakeholders and sharing ideas for customer experience, engagement and improvement initiatives
- Act as a sparring partner with the rest of the team to improve the customer experience

**We are driven by honesty and act with integrity - #WhoAreU**
To be successful in this position we imagine you will come with:

- Team collaboration, customer centricity, innovative mindset and high sense of ownership are keys for being successful.
- Customer service/ sales experience or background (education) with focus on account management or directly in the field of Robotics
- Previous experience in education, troubleshooting, implementation in the fields of robotics or manufacturing.
- An excellent communicator who relates well to all kinds of people, has the ability to build appropriate rapport, and uses diplomacy and tact to defuse high tension situations comfortably.
- Someone with a passion for customer satisfaction and service-excellence, who genuinely cares about people and is empathetic to the problems of others
- Able to understand technical details of automation solutions utilizing Universal Robots Cobots.
- Working English and fluency in German is absolutely required.
- A curious and empathic mindset. You must be able to listen, remain curious, and show empathy to all of our stakeholders both internal and external.
- An interest in occasional travel.

As a person you are independent, but still a team player. You are motivated by solving complex tasks and still you are very practical in the way you approach things. Here at Universal Robots, we are very flexible, and we expect you to be the same. We have an agile organization where things continuously change and therefore it´s an advantage if you see yourself as a fast learner.

You will be based in Italy, and will report to Michael Paul, Customer Success Program Manager.

**We collaborate it´s in our DNA**
Join Universal Robots, the ground-breaking technology company, and help empower change in the way work is done. Shaping next year’s innovations. Moving a fast-growing industry forward. Building a truly global career. You can do it all here.

We employ 1000+ people in offices across North America, South America, Europe, and Asia - and we’re growing all the time. So, if you’re looking to build your career working with some of the best talent from all over the world, we want to get in touch with you

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