info@artemiscanada.com   |   22 Regina St N, Waterloo, ON

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-FILLED -Director, Customer Success - Clearpath

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.

 

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.

How Will I Make An Impact?

  • As the Director, Customer Success, you’ll get to:
     

    • 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 Customer Experience is needed!
       

    • Advise and assist with change and update 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
       

    • 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.
       

    • Manage the Network Operation Center, Field Service team and Customer Success team members.
       

    • Analyzing 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.
     

  • 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:
     

    • Have 7+ years of relevant customer success or client support experience (experience managing a team)
       

    • Have a demonstrated track record of proactively spearheading and building improvements and infrastructure inside a customer success department
       

    • Have been part of a high-growth start-up
       

    • Like to get stuff done - you can identify the root of a problem and reveal the best path forward
       

    • Have selected and implemented tech stacks for customer success teams
       

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

    • Are an inspirational leader - you love being able to level-up your team
       

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

    • Can create structure in ambiguous situations
       

    • Have a passion for cutting-edge technology and being a part of a fast-growing, innovative company
       

    • Love customers and want to deliver a world-class customer experience
       

    • Are willing to get your hands dirty, including handling client escalations and acting as an individual contributor where needed
       

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

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