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Customer Success Manager USA

Mid West USA

About The Position

Reporting: EVP&GM USA, matrix reporting to VP Delivery at HQ (Israel)

Location: USA (Mid-west preferred) , position is home-based and includes high volume of travel to customer sites within the US.


The holder of this position will serve as the Focal point for USA customers through the entire lifecycle of the customer engagement. The Customer Success Manager will participate in the pre-sale phase throughout planning, procurement, delivery, service, and will work closely with Project Delivery Managers in HQ (Israel) to assure customer satisfaction at all phases of the projects. The CSM will play a significant role in ensuring our customers are achieving their expected outcomes, identifying additional expansion opportunities, and building meaningful relationships with our customers.  

This role will collaborate with Sales, Customer Service, Marketing, R&D, Product, and Operations to ensure Caja is meeting our customers’ expectations. 

Responsibilities :

·      Establish and maintain solid customer relationships end to end; identify gaps, risks, expectations, and work closely with internal parties to create mitigations plans, and accountable for execution and communication

·      Lead change management processes involving several stakeholders and subcontractors.

·      Lead the product adoption from installation till full handover and thereafter, to ensure Caja meets its commitments and customer’s expectations

·      Responsible for closing contract renewals as well as identifying expansion opportunities for specific accounts in their portfolio

·      Work cross functionally within the organization to align our teams on driving towards successfully achieving customer and company goals

·      Support in developing content and lead external presentations to customers

·      Responsible for leveraging established communication channels to gather customer feedback and providing recommendations for improvement to respective internal stakeholders

·      Develop detailed project schedule, consisting of internal and external milestones, engineering and cross functional activities

·      Participate in the pre-sale process to insure technical alignment of the project management activities

·      Participate in project engineering design, system integration and ensure those concepts are captured in the project plan.

·      Manage sub-contractors, general contractors, consultants and other service providers via contract management and other practices. 

Requirements

  • BA/B.Sc. is a strong preference.
  • At least 7 years of experience in project management / customer success or similar customer facing roles
  • Broad experience with planning, management, and execution of ASRS system / Logistics automation or similar complex projects - a strong preference
  • Proven ability to engage with large scale customers, solving problems, interacting with internal parties to drive the customer relations on a positive manner
  • Excellent oral and written communication and presentation skills
  • Matrix & Team management skills; independency, ability to work under pressure, strong analytical and problem-solving skills. 
  • Physically fit to walk and travel on deployment sites, Travel- up to 50% of the time


          Why join Caja?

You will be surrounded by a team of high driven professionals, working for a company with a cutting-edge technology that is changing the world of logistics, your schedule will be flexible, you will be provided with a competitive compensation package, and yes… we do have medical and pension benefits.

Most of all, we believe in keeping our talents by growing them. 

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