The role

As a Customer Success Director with a focus on deployment coordination projects, you will play a pivotal role in ensuring the successful implementation and adoption of our products or services for our clients. You will hire and lead a team of Customer Success Managers, overseeing their efforts in driving customer engagement, retention, and growth, with a particular emphasis on coordinating deployment projects. Working closely with sales, marketing, product development, and support teams, you will develop and implement strategies to maximize customer value and foster long-term relationships, while also ensuring seamless deployment experiences. 

Responsibilities

• Hire and lead a team of Customer Success Managers, guiding them in their efforts to support clients and coordinate deployment projects effectively. 
• Foster a collaborative and customer-centric culture within the team, emphasizing the importance of deployment coordination in driving customer success.
• Lead the planning, execution, and coordination of multiple deployment projects, working closely with clients, internal teams, and third-party vendors to ensure smooth and successful implementations. 
• Develop and maintain deployment project plans, timelines, and milestones, ensuring alignment with client goals and objectives.  This will begin as a “player/coach” as the team evolves in capacity.
• Define key performance indicators (KPIs) and metrics to measure the effectiveness of deployment projects and track progress towards goals. 
• Develop and execute strategies to drive customer engagement, adoption, and retention, with a focus on post-deployment support and optimisation. 
• Proactively identify opportunities to enhance the deployment experience and address any challenges or concerns that arise during the process.
• Serve as a primary advocate for customers within the organization, representing their needs, preferences, and feedback to relevant stakeholders. 
• Advocate for product enhancements and features that improve the deployment process and contribute to overall customer satisfaction.
• Build and maintain strong relationships with key stakeholders at client organisations, including executives, project managers, and end-users, to ensure alignment and successful outcomes. 
• Conduct regular check-ins and post-deployment reviews to gather feedback, assess satisfaction, and identify opportunities for ongoing support and growth.
• Collaborate with cross-functional teams to develop and execute strategic account plans that encompass deployment coordination and post-implementation success. 
• Utilise data and metrics to analyse deployment performance, identify trends, and drive continuous improvement initiatives.

Minimum Requirements

• Bachelor's degree in computer science, Industrial Engineering, Mechanical Engineering or a related field (master's degree preferred). 
• Candidates based on the East Coast USA, preferably in the Boston area.
• Proven experience in a customer success leadership role, with a focus on deployment coordination or project management, in a manufacturing environment. 
• Expertise in systems integration experience with real-time solutions for the factory floor, with a preference for robotics experience, particularly with KUKA, Fanuc, or Universal Robots.
• Strong leadership and team management skills, with the ability to motivate and empower team members to excel in their roles. 
• Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and credibility with both internal and external stakeholders. 
• Strategic thinker with the ability to develop and execute initiatives that drive customer value and align with business objectives. 
• Analytical mindset with the ability to leverage data and metrics to inform decision-making and measure success. 
• Experience working with customer relationship management (CRM) software and project management tools.
• Flexibility to travel approximately 50% for client meetings, deployment activities, and industry events.
• Ability to work on multiple projects simultaneously.

Nice-to-Haves

• Background in a product driven company.
• German language capabilities preferred.  

Benefits

• Competitive base salary, based on qualifications and experience.  
• 401k retirement program with company matching.  
• 22 days annual PTO 
• 100% coverage of medical and dental insurance.  

About us

Micropsi Industries is a robotics software company that brings artificial intelligence to robots. We make a product called MIRAI, a first-of-its-kind robot control system that, using machine learning, supplies industrial robots with the capacity to perceive their work environment and adapt to changing conditions. MIRAI can be used in manufacturing, lab automation, logistics, and other fields. Through MIRAI, Micropsi Industries enables automation where automation was previously not viable, making factories more productive, workspaces more ergonomic, and businesses more resilient.
 
Ours is a curious, friendly, no-nonsense team that relishes finding elegant solutions to tough problems, be they technical, mathematical, strategic, or design-related. We like to learn for the sake of learning. We put a premium on personal development.
 
Micropsi Industries comprises about 55 people, among them robotics engineers, software engineers, cognitive scientists, business developers, and designers. We are headquartered in Berlin, and we have an office in San Francisco. The company is backed by Metaplanet, Project A Ventures, Coparion, Vito Ventures, Merck Ventures, Vsquared Ventures, Ahren Innovation Capital, Amplifier, as well as a group of experienced business angels from Munich and Berlin. In 2022, Micropsi Industries received the Deep Tech Award for outstanding achievement.