Assistant Manager - Customer Experience

Customer Experience Team The Customer Experience team plays a critical role in ensuring the successful adoption and ongoing performance of GreyOrange’s warehouse automation solutions. Acting as the primary bridge between customers and internal teams, the CEM function drives solution optimization, handles operational escalations, ensures SLA adherence, and delivers a seamless post-go-live experience. The team focuses on maximizing customer satisfaction, system uptime, and business value through proactive support, data-driven insights, and continuous engagement. Key Responsibilities Customer Engagement & Communication Manage day-to-day customer interactions, ensuring clear and consistent communication across all touchpoints Handle escalations promptly and professionally, ensuring quick issue resolution and customer satisfaction Conduct periodic business reviews (MBR, QBR, EBR) and ensure stakeholder alignment Lead daily and weekly performance reviews with high-level stakeholders. Assist and ensure success of monthly and quarterly business reviews. Act as the lead coordinator to address customers prioritized hot topics Own crisis coordination for any severity-1 incident within your personal account portfolio, escalating only for true exceptions Solution Performance & Optimization Understand solution configurations and optimize them for operational and technical performance Support planning for peak periods, including volume forecasting, resource planning, and system readiness Track and report system performance metrics (hardware/software uptime, throughput, order accuracy) Own performance governance for a personal portfolio of 4-6 complex, high-stakes accounts (multi-site, high 24/7-criticality, or highly technical configurations), often including a peak-critical account Coordinate peak readiness and cross-functional escalations across more than one account, supporting peer Customer Experience Managers when needed Data & Reporting Use basic SQL and tools like Grafana and Power BI to analyze performance data and generate insights Monitor dashboards for real-time system visibility and performance tracking Own operational reporting and performance metric updates for internal and external stakeholders Maintain a Customer Happiness Index (CHI) score above 7 across your personal account book, or maintain a credible, documented improvement plan where it is not Customer Success & Process Improvement Drive customer success metrics such as CSAT, NPS, and AMC renewals Identify and implement initiatives to improve customer onboarding, adoption, and satisfaction Document lessons learned, best practices, and enablement content for continuous improvement Contribute at least one improvement per year to a shared template or playbook (e.g., Joint Success Plan, Path to Green, onboarding playbook) used by the wider Customer Experience team Collaboration & Upgrades Work closely with Product, Solution Architecture, Support, and Program Management to deliver software enhancements and new features Plan and coordinate system upgrades, patch deployments, and feature rollouts Align with customers on change requests, scope, and delivery timelines. Engage CloudOps, SRE, and QA teams credibly on complex technical detail for high-stakes, multi-site accounts Team Leadership & Mentorship Serve as an informal quality reviewer and sounding board for peers’ Joint Success Plans (JSPs), Root Cause Analyses (RCAs), and health-check decks - leading through expertise, not formal authority Provide coaching and informal mentorship to junior Customer Experience Managers (CEM I/II) across the team Key Performance Indicators (KPIs) Adherence to Software & Hardware uptime greater than 98% Ensuring higher MTBF and lower MTTR Operational KPIs such as order fulfilment speed & accuracy greater than 99% and Inventory Management SLA-based issue resolution and escalation turnaround Customer satisfaction and NPS scores AMC renewal rate and service utilization Accuracy and timeliness of reporting and dashboard updates Customer Happiness Index (CHI) score greater than 7 across personal account portfolio At least one shared template or playbook improvement contributed per year Successful coordination of peak readiness across personal portfolio and at least one peer account Required Qualifications A proven track record managing enterprise-level clients with high-stakes, 24/7 operational requirements, or deep warehouse-operations management experience 5-7 years of experience in Customer Success, Customer Facing roles, Consulting, Technical Project Management, Solutions Design, Warehouse Operations or Account Management within the SaaS, Robotics, or Industrial Automation sectors Proficiency in data visualization tools to turn raw logs into executive-level performance stories Familiarity with cloud infrastructure (AWS/Azure), database management, and API-driven integrations. Strong communication and stakeholder management skills Familiarity with SQL and analytics platforms (e.g., Grafana, Power BI) Understanding of customer success metrics: CSAT, NPS, renewals Experience in warehouse automation, robotics, or supply chain preferred Ability to thrive in a fast-paced, cross-functional environment Strong project management skills to manage multiple cross functional initiatives in parallel Demonstrated ability to coach, mentor, or informally lead junior colleagues; experience managing 2-3 direct reports is a plus. A valid US visa with the ability to travel for US customer engagements is preferred and highly advantageous.