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Customer Success Account Manager

Burro

Burro

Customer Service, Sales & Business Development
Austin, TX, USA
Posted on Thursday, May 23, 2024
Burro is the leading robotics company in the world by number of robots working outdoors in the field with real customers. Our mission is to free people from tedious work and solve the critical labor shortages faced by farmers and others that work outdoors.
To accomplish our mission, we need a world-class, diverse team where everyone feels comfortable sharing their ideas. With this in mind, we strive to create a work environment where every employee can be themselves and express their perspective – this enables us to deliver the most creative and innovative solutions to problems our customers face.
Headquartered in Philadelphia with an office in central California, and backed by top Agtech and autonomy investors, including S2G, Catalyst, Translink, Cibus, FPrime, Toyota Ventures, FFVC, Xplorer, and Radicle, Burro was created to solve the labor shortages facing farmers using robotics.
Burros can be described as Disney's Wall-E for agriculture and work outdoors, in a 1.0 format. They function, today, as computer vision based autonomous ground vehicles for carrying, towing, and scouting, and are designed to lay the base for the fully autonomous future of work outdoors. We have a growing triple digit fleet deployed in paid commercial use within vineyards, nurseries, berries, and beyond, and demand for our product is accelerating, so we are growing our team.
Reporting to the Director of Customer Success, the Customer Success Account Manager (CSM) is a project manager, managing deliverables and aligning internal and external resources to achieve objectives. The CSM is also a customer coach and advocate, responsible for leading implementation of the new technology, introducing a new way of working, as well as the long-term growth and utilization of Burros among assigned accounts. The CSM will work daily solving customer challenges, and advising customers on Burro’s use at their site to ensure deployed Burros are maximizing their peak potential.

Responsibilities:

  • Be a product expert, have a deep understanding of Burro’s capabilities and uses
  • Ensure customers have a world-class experience from project kickoff to pre-deployment and deployment, to ongoing support, to re-order, and renewal of recurring services
  • Be on-site regularly with the customer, and effectively advocate internally for improvements, fixes, and new product features to ensure customer satisfaction
  • Maintain timelines, milestones, and open action items in project schedules
  • Coordinate internal and external meetings to align with customer needs and commitments
  • Meet KPIs and metrics related to customer success, including customer satisfaction, revenue, and retention
  • Drive the escalation of technical issues to robot support and engineering teams
  • Develop strong relationships with key stakeholders at customer sites
  • Proactively identify opportunities to add value to our customers.

Requirements:

  • B.S. in Engineering, Business or other technology related field
  • 2+ years relevant experience in a Customer Success role, work in emerging technologies or agriculture, startup experience and fleet operations a plus
  • Customer centric, data driven
  • Exceptional customer service and communication skills; ability to excel at time-sensitive tasks
  • Ability to advocate, own an outcome, prioritize issues, and influence others to bring issues to closure
  • Self-starter able to take initiative and work independently
  • Onsite travel required up to 80% or as needed
  • Overnight travel required 20% or as needed
  • Proficient in Spanish required

Nice-to-haves

  • Familiar with Agriculture industry / Nursery industry
  • Project Management Professional (PMP) certification
  • Familiarity with electrical and mechanical repairs processes and tools (splicing, soldering, motor/gearbox diagnostics and repair, etc.)
  • Familiarity with autonomous mobility technology, such as computer vision and other sensors, RTK GPS, electrical systems (including charging and batteries), mechanical systems

Perks

  • Competitive salary and benefits package (medical/dental/vision)
  • 401K Plan
  • Early-stage equity
  • Unlimited PTO
  • Paid parental leave
RECRUITERS: We are NOT accepting agency resumes for this position. Please do not forward or submit resumes through our website or to any of our employees directly. Burro is not responsible for any fees related to unsolicited resumes from recruitment agencies.