Customer Experience Manager II

About GreyOrange

GreyOrange is a global leader in AI-driven robotic automation software and hardware, transforming distribution and fulfillment centers worldwide. Our solutions increase productivity, empower growth and scale, mitigate labor challenges, reduce risk and time to market, and create better experiences for customers and employees. Founded in 2012, GreyOrange is headquartered in Atlanta, Georgia, with offices and partners across the Americas, Europe and Asia. For more information, visit www.greyorange.com.

Our Solutions

The GreyMatter Multiagent Orchestration (MAO) platform provides vendor-agnostic fulfillment orchestration to continuously optimize performance in real time: the right order, with the right bot and agent, taking the right path and action. Currently operating more than 70 fulfillment sites across the globe (with deployments of 700+ robots at a single site), GreyMatter enables customers to decrease their fulfillment Cost Per Unit by 50%, reduce worker onboarding time by 90% and optimize peak season performance.

In retail stores, our gStore end-to-end store execution and retail management solution supports omnichannel fulfillment, real-time replenishment, intelligent workforce tasking and more. Using real-time overhead RFID technology, the platform increases inventory accuracy up to 99%, doubles staff productivity, and enables an engaging, seamless in-store experience.

Key Responsibilities:

• Lead and oversee the implementation of robotic automation projects from initiation to completion
• Collaborate with cross-functional teams, including engineering, sales, and support, to ensure project milestones are met
• Act as the main point of contact for customers, addressing their queries and concernspromptly and effectively
• Provide ongoing support and troubleshooting assistance during and after the implementation phase
• Communicate project updates, timelines, and expectations clearly to both internal teams and external customers
• Conduct regular status meetings with customers to ensure alignment and satisfaction
• Develop and deliver training sessions for customers to familiarize them with the robotic automation system
• Create comprehensive documentation, including user guides and troubleshooting manuals
• Gather feedback from customers and internal teams to identify areas for improvement in the robotic automation process
• Work closely with the development team to implement necessary enhancements based on feedback
• Ensure the quality and performance of the robotic automation solution meet or exceed customer expectations
• Conduct periodic reviews and audits to assess the effectiveness of the implemented solutions
  
  

Key Requirements:

• Bachelors degree in Business, Engineering, or a related field
• Proven experience in project management and customer support roles
• Knowledge of robotic automation technologies and processes
• Excellent communication and interpersonal skills
• Strong problem-solving and analytical abilities
• Ability to work cross-functionally in a team environment
• Experience with CRM tools and project management software
  
  

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.