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WHY GO WITH GREYORANGE?Want to make an application Make sure your CV is up to date, then read the following job specs carefully before applying.At GreyOrange, we develop leading-edge fulfilment technology that gets the right product to the right place at the right time. In today's age of immediacy, where customers expect to receive their order right away, retailers must take a completely new approach to compete. By leveraging AI, robotics, and machine learning, GreyOrange transforms how businesses fulfill orders and keep promises to their customers. GreyOrange is a global company with core operations in North America, Europe, India, and Japan.We apply modern thinking and technology to solve today's fulfilment challenges - and we're looking for modern minds to join us.About our solutionsGreyOrange technology specializes in bringing warehouses, distribution centres, and fulfilment centres into the future. Our AI-driven GreyMatterâ„¢ Fulfillment Operating System and Rangerâ„¢ robot series are a combined solutions that continuously prioritize decisions and workflows to efficiently orchestrate tasks, time and teams of people and robots for optimum performance across a distribution centre. Real-time data is fed into always-solving algorithms that calculate each next-best decision, whether solving for every-day performance or solving for peak period commitments. The result is a fast, agile and precisely tuned operation that equips our customers to perpetually meet the what-when-where expectations of their customers.Job Title - Associate Director - Customer ExperienceLocation - Atlanta, USWe are seeking a dynamic and customer-focused individual to lead our team of Customer Experience Managers. The Customer Experience Manager (CEM) is the Single Point of Contact serving GreyOrange's largest and most complex customers. The CEM will work with program managers and executive-level decision-makers at large enterprise brands to deliver an excellent customer support experience. The CEM also acts as an internal escalation point, collaborating with Support, Engineering, Solutions, and success to resolve issues. This role requires a strategic thinker who can analyze customer feedback, develop innovative solutions, and implement initiatives to enhance the overall customer experience.What will you doDevelop and implement a comprehensive customer experience strategy aligned with the company's objectives.Establish key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives and regularly report on progress to senior management.Serve as the technical voice of the customer and advocate for your client's needs when escalating product issues.Meet regularly with your customer contacts for ticket reviews. You'll discuss trends in support tickets, look for opportunities to reduce pain points in product use and deliver updates on outstanding issues.Attend bridge calls for escalated issues and work directly with the customer and Engineering for expedited resolution.Plan and execute important events for customers in collaboration with internal GO teams.Prepare regular reports for internal stakeholders for all your accounts to highlight customer health and improvement plans.Lead and motivate a team of customer service representatives, providing coaching and development to ensure high-quality service delivery.Collaborate with Customer Success Managers (CSMs) to identify expansion opportunities and drive customer loyalty.Foster a customer-centric culture within the organization by promoting empathy, responsiveness, and a commitment to exceeding customer expectations.Travel to customer sites as a part of the job role to provide on-site support, build relationships, and understand customer needs firsthand.Who You Are; What Makes You Qualified10+ years of experience working in a product support role at a software company. Bonus points for working for a fast-paced SaaS and hardware product company.Proven experience in customer experience management or a related role, with a track record of implementing successful initiatives to improve customer satisfaction and loyalty.Understanding of SaaS & RaaS business and service deliverables.Travel Requirement: 25% of the timeEducation level: Bachelor's degree in a technical field and Business Administration, Master's in Computer Science, or equivalent work experience in a software-hardware support and services environment. Why us?You will be working with a lean team of passionate and talented individuals. We know that working with like-minded people is important.We are on a mission to supercharge brick-and-mortar retail stores in the era of e-commerce. Our customers give us confidence in our journey, and you will have a huge impact with your work.You will have the freedom to experiment and can choose to do things differentlyLastly, we deeply care about culture of being a solver. Come, be one with us!Equal Opportunity Employer:Grey Orange Inc. is an equal employment opportunity employer. The company's policy is not to discriminate against any applicant or employee based on race, colour, religion, national origin, gender, age, sexual orientation, gender identity or expression, veteran status, marital status, mental or physical disability, and genetic information, or any other basis protected by applicable law. Grey Orange also prohibits harassment of applicants or employees based on any of these protected categories.Learn more about our culture code here -