Locus Robotics is a leader in the rapidly growing eCommerce order fulfillment optimization space. Our solution helps warehouse owners attain 2-3X efficiency over cart-picking operations by empowering pickers to work collaboratively with our robots, while integrating with the operator’s Warehouse Management System and using and optimizing existing facility infrastructure. This is an opportunity to be join a very smart team deploying cutting-edge technology to address real-world logistics challenges for major global brands.

As the Director, Professional Services - Europe, you will serve as a strategic member of customer success leadership and spearhead our European expansion.  Reporting directly to the Head of Customer Success, you will strive to develop and lead our current team while simultaneously creating an industry-leading customer experience.

The ideal candidate will have a natural ability to communicate, present and influence key stakeholders at all levels of an organization. You will work cross-functionally to address challenges, improve the entire customer experience.

Responsibilities:

Manage and grow our team of highly experienced Customer Success, Deployment, Optimization and Support Engineers responsible for the end-to-end experience from planning, deployment, engagement, retention and account expansion.

Build strong, trusted, and influential relationships with strategic customers and within the Locus Robotics organization.

Work cross functionally with leaders of Product, Sales, Service and Marketing to further develop new and creative ways to drive revenue and growth.

Drive adoption of Locus Robotics’ solution by integrating with our customer’s business, make allies of site champions, and influence the influencers.

Improve our internal systems and processes, including implementing new systems if necessary, to support your role and drive improved customer experiences

Define and report on customer account health metrics and effectively communicate how the data will inform the strategy moving forward.

As the Director, Customer Success Europe, you will serve as a strategic member of customer success leadership and spearhead our European expansion.  Reporting directly to the Head of Customer Success, you will strive to develop and lead our current team while simultaneously creating an industry-leading customer experience.

The ideal candidate will have a natural ability to communicate, present and influence key stakeholders at all levels of an organization. You will work cross-functionally to address challenges, improve the entire customer experience.

Responsibilities:

• Manage and grow our team of highly experienced Customer Success, Deployment, Optimization and Support Engineers responsible for the end-to-end experience from planning, deployment, engagement, retention and account expansion.
• Build strong, trusted, and influential relationships with strategic customers and within the Locus Robotics organization.
• Work cross functionally with leaders of Product, Sales, Service and Marketing to further develop new and creative ways to drive revenue and growth.
• Drive adoption of Locus Robotics’ solution by integrating with our customer’s business, make allies of site champions, and influence the influencers.
• Improve our internal systems and processes, including implementing new systems if necessary, to support your role and drive improved customer experiences
• Define and report on customer account health metrics and effectively communicate how the data will inform the strategy moving forward.

• 10+ years of Customer Success experience.
• 5+ years of Management experience leading and managing a high performing team, in a high growth, fast-paced environment.
• Technical and Account Management experience in Warehouse Management and logistics framework (3PL, Order Fulfillment Automation).
• Proven record of meeting or exceeding customer goals. 
• A strong focus on being a hands-on mentor, coach, and manager to the team.
• Proficient in developing and leading scalable cross-functional programs that drive success, including significantly increasing adoption, producing referenceable customers, turning senior stakeholders into champions, and driving account growth and gross retention.
• A natural ability to empathize with and advocate for our customers.
• Significant experience building customer relationships at a senior level.
• Excellent communication and the ability to clearly convey complex ideas and data in written, presentation, and verbal formats to executives and team members.

Locus Robotics is an Equal Opportunity Employer