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Director, Customer Success - OTTO/Clearpath

Does mentoring & coaching excite you? Are you ready to build a world-class Customer Success team for the current AND future state of a high-growth scale up?

 

Founded in 2009, Clearpath Robotics started in a basement by four friends who loved building robots. After persisting, failing, iterating and finally succeeding on the build of their first unmanned vehicle, Clearpath Robotics was born out of a desire to make robotics research much easier.

As the company developed, Clearpath got into advanced automation and created OTTO Motors. OTTO Motors creates self-driving robots for the manufacturing industry. They deal with very unique tech that is on the cutting edge of technical capability.

How Will I Make An Impact?

As the Director, Customer Success, you’ll report to the VP, Professional Services and get to:

  • Mentor and lead a growing team of support professionals and field technicians - they’re young and eager to grow!

  • Work as a trusted advisor to retain and expand the business with the existing customers

  • Partner with clients to deliver predictable outcomes and experiences from OTTO systems - creating a consistent and reliable Customer Experience is needed!

  • Drive needed changes and updated programs for clients as it relates to their OTTO systems

  • Understand and be accountable for customer outcomes by communicating with customers, analyzing customer health metrics, running NPS and gathering other feedback

  • Collaborate closely with team members to support renewals and expansion opportunities

  • Define and implement an efficient, scalable Customer Success strategy as well as standard operating procedures - there are a lot of untapped markets around the world so the strategy will have to scale globally

  • Advise Product and Development teams on the future state of clients, their needs, and how OTTO Motors’ can continue being the provider of choice

  • 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 the principal contact for operational issues representing delivery of all services; manages client expectations by developing performance metrics & reporting, escalation management and communication plan.

  • Analyze Customer Success related trends and drawing key priorities that the business needs to focus on.
     

 

How Do I Know If This Is For Me?

 

  • You’re looking for a role in a growing company with lots of room and opportunity to build.

  • Hands-on mentorship and coaching excite you: You’re eager to build and retain a rockstar team

  • You’re looking for a chance to build a team and create a world-class customer experience.

  • You enjoy the challenge of thinking out of the box and finding dynamic solutions to ensure customer success.

  • You’re a relationship builder.

Do I Have What It Takes? (Requirements)

You:

  • Are an inspirational leader - you love leveling your team and always striving for more

  • Have experience in customer success or client support - and leading the teams that do so!

  • Have a demonstrated track record of proactively spearheading and building improvements and infrastructure inside a customer success department (thinking about planning horizons 3 months, 6 months and 12 months into the future)

  • Can work closely with each team member to identify their strengths & areas of improvement - and help improve them!

  • Are optimistic, a great communicator, data & process-centric and ambitious

  • Are experienced working with complex, multi-divisional and multi-geographical customers

  • Can create structure in ambiguous situations

  • Want to deliver a world-class customer experience

  • Have the ability to remain composed in high-stress situations and convey empathy to our team and customers

We understand, accept, and value the differences between people of different backgrounds, genders, sexual orientations, ages, beliefs, and abilities.  We aim to create an inclusive environment and encourage diverse individuals to apply.

 

We’d love to hear from you - even if you don’t meet 100% of the requirements! Send a note to erin@artemiscanada.com if you  or someone you know if interested!

2020 was a pivotal year for growth - OTTO’s products went from being a “nice to have” for their clients to a “must-have”, becoming mission critical in the material movement industry. With the increase in adoption, has come a higher need for product reliability (and for product support when things aren’t working quite like they should). The challenge now is to create a consistent customer experience and have someone represent the voice of the customer  - to provide input into every core product, implementation, marketing, and sales process.

Does this sound exciting to you?
Get in touch with Erin!

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