Technical Customer Success Manager-Remote-U.S.

Description:

Founded in 2017, Phantom Auto is a company capable of remotely monitoring, guiding, and driving vehicles from thousands of miles away. Our technology is like Zoom for the physical world, and our customers are bestowing that same remote work privilege on their employees that formerly had to be physically inside vehicles to operate them.

We are an energetic and passionate team on a mission to build the future of remote operation.

At Phantom, every day is a unique adventure as we work with the world’s leading automation companies. Because we work with customers globally, we have the unique opportunity to work with many incredible vehicles and use cases.

As an early team member, you will be instrumental in defining the foundations of our product and culture. If you are determined to take on the world’s most complex challenges and help build an industry-defining company, this is the opportunity for you.

To learn more about what we do, view the following link.

A phantastic candidate will have 3-5 years of Customer Support, Project Management, and/or Training experience and be able manage customer success functions for key accounts. This team member will also coordinate communication with support engineers, sales and project management as it pertains to our coolest customers! Early team members will design and iterate structures and processes and account health metrics to ensure proper information and resources to give clients a warm Phamily welcome.

This role works closely with the operations, engineering, and product teams to provide an exceptional technical onboarding and ongoing support experience for our customers. Phamily members must be comfortable wearing multiple hats and owning the onboarding process of a rapidly expanding customer base.

Responsibilities:

• Act as the central point of contact between Phantom Auto and our customers to ensure project success
• Acts as a customer advocate to ensure external requirements are prioritized properly for internal teams
• Assists clients in solution preparation, installation, training, user support and maintenance activities
• Creates customer facing production and process documentation
• Develops processes surrounding MRA and SLA level spare parts plans (in coordination Product)
• Be eager to learn how to operate/debug/demonstrate our products
• Become an expert on the product and demonstrate the product on their own
• Work closely with the internal teams to onboard new customers and site
• Maintain timelines, milestones, and open action items in project schedules
• Manage customer expectations and help them facilitate project success
• Coordinate internal and external meetings to align with contract obligations
• Prepare periodic (weekly/monthly/quarterly) customer touchpoint slide decks
• Conduct both in-person and web-based customer training and development events
• Track routine and proactive system performance monitoring to monitor account health
• Develop process improvements, focusing on smarter, more efficient ways to service and delight clients
• Apply these processes to help build out the Customer Success team

Qualifications:

• Bachelor’s degree in business management, engineering, computer science or related field, or equivalent work experience
• 3-5 years of project management, customer support, user training and/or client-facing experience
• Excellent public speaking, writing, presentation, and interpersonal skills
• Working knowledge of Google Suite and Jira
• Strong analytical and problem-solving skills
• Strong attention to detail and self-motivated
• Ability to quickly skill up and operate processes that drive customer acceptance
• Project leadership experience and strong teaming abilities
• Personal accountability with foresight and good judgment
• Diplomacy skills with a can-do approach
• Ability to work well within ambiguity in a fast paced environment
• Understanding of how to manage competing priorities and influence without authority
• Desire to bring solutions with a positive attitude and ownership standards
• Self-awareness, integrity, authenticity, and a growth/entrepreneurial mindset, a self starter
• Familiarity with robotics, teleoperations, forklifts and/or autonomous vehicles
• PMP and start up experience preferred
• Remote position with strong preference to reside near major airport hub

Travel:

• Up to 50% of the time

Benefits:

• Be part of an early start-up that's backed by industry-leading venture capitalists
• Competitive compensation package with early-stage equity at a high-growth startup
• Exceptional benefits: Employer-provided Medical, Dental, and Vision Insurance (medical 99.9% covered)
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Short term / long term disability and life insurance
• Unlimited PTO
• 401K Retirement Plan
• Paid Holidays
• Healthy Work / Life Balance
• Company-sponsored events
• Pet-friendly workplace
• Free weekday lunches
• Employee Referral Program
• Cool colleagues
• Incredible career growth potential

The pay for this position has a salary of $90,000 - $140,000. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. Also, certain positions are eligible for additional forms of compensation such as bonuses and options.

A Final Note

You do not need to match every listed expectation to apply for this position. Here at Phantom Auto, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skillsets.