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Director, Customer Success at Clearpath Robotics
Kitchener City, Ontario, CA

Clearpath provides self-driving vehicle technology and services to over 500 of the world’s most innovative brands. Proprietary hardware, software, and services are delivered through the company’s research and industrial divisions: Clearpath Robotics and OTTO Motors.

We employ a diverse and highly talented team who live and breathe advanced automation. Our product drives itself to work!  We are passionate about our work and we try to learn something new every day. We need more passionate people on our team who are willing and able to push the boundaries of what is possible with automation.

Clearpath is automating the world and we need your help.  Got what it takes?

About the Job:

Due to a rapidly growing demand for our products and services, we are looking to expand our Customer Success team by hiring a smart, energetic, passionate and empathetic Director, Customer Success who wants to make a real impact on the success of our company.

As a Director of Customer Success, you’ll work as a trusted advisor to retain and expand the business with our existing customers.

Responsibilities:

  • Partner with our clients to deliver predictable outcomes and experiences from OTTO systems
  • Advise and assist with change and update programs for our clients as it relates to their OTTO systems
  • Be a trusted partner for the customer on use-case and product functionality
  • Lead the customer experience during periods of heavy customer engagement
  • Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedback
  • Represent the voice of the customer to provide input into every core product, implementation, marketing and sales process
  • Collaborate closely with team members support renewals and expansion opportunities
  • Define and implement an efficient, scalable Customer Success strategy
  • Lead and mentor a small team of support specialists to create, drive and enable OTTO Motors’ customer service strategy to stay ahead of customer needs, industry trends - and shifting operational priorities.
  • Provide proactive education and consultation about OTTO Motors’ support offerings and best practices, often directly with clients/brands/ partners.
  • Facilitate the relationship between operational teams and stakeholders to galvanize and innovate new ways of customer service offerings.
  • Be accountable for customer satisfaction, product adoption, and other key usage metrics that lead to greater retention.
  • Develop standard operating procedures for the Customer Success team.
  • Principal contact for operational issues representing delivery of all services; manages client expectations by developing performance metrics & reporting, escalation management and communication plan.
  • This position is responsible for managing our Network Operation Center and our Customer Success team members.
  • Analyzing Customer Success related trends and drawing key priorities that the business needs to focus on.
  • Accountable for overall Customer health, response times and mean time to resolution targets.
  • Proactively manages account issues by keeping abreast of major situations affecting service delivery to the client to drive resolutions and ensures all aspects of client satisfaction and retention.
  • Ensures scope of services are communicated, understood and delivered by all Client Operations staff.

About You

You’re passionate about being a part of a growing company. You’re a keen problem solver and think outside the box to find dynamic solutions to ensure our customers are successful. You are passionate about engaging clients and building trusted relationships.

Requirements:

  • 10+ years of relevant customer success or client support experience (experience managing a team)
  • Demonstrated track record of proactively spearheading improvements inside a customer success team
  • Optimistic personality, data, and process-centric experience
  • Experience in working with complex, multi-divisional, multi-geographical customers
  • Strong leadership skills
  • Impressive executive presence and communication abilities
  • Ability to create structure in ambiguous situations and design effective processes
  • Bias for action
  • Passion for technology and being a part of a fast-growing, innovative company
  • Passion for customer service
  • Strategic problem-solving skills — you can identify the root of a problem and reveal the best path forward
  • Willingness to get your hands dirty, including handling client escalations and acting as an individual contributor where needed
  • Skilled relationship builder, with the ability to communicate clearly and effectively in verbal and written forms
  • Project management experience
  • Ability to remain composed in high-stress situations and convey empathy to our team and customers

Clearpath is committed to supporting a culture of diversity and accessibility across the organization.  We hire the best talent regardless of race, color, creed, national origin, ancestry, disability, marital status, age, sex, veteran status or sexual orientation. If you require special accommodation to complete any portion of the application or interview process, please contact 1 (844) 733-6886.

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