Customer Experience Manager II

Customer Experience Manager IILocation: Atlanta, GADomain: Warehouse Automation | Robotics | Supply Chain TechnologyAbout GreyOrangeGreyOrange 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 SolutionsThe 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.Role OverviewWe are seeking a Customer Experience Manager II to support and grow customer relationships by ensuring successful adoption, performance, and optimization of GreyOrange solutions.In this role, you will serve as a trusted customer partner, managing ongoing communication, operational reporting, issue resolution, and continuous improvement initiatives. You'll collaborate closely with Product, Support, Engineering, and Program teams to help customers maximize value from their automation solutions.The ideal candidate combines strong communication skills, operational awareness, and a data-driven mindset with a passion for customer success.Key ResponsibilitiesCustomer Engagement & CommunicationManage day-to-day customer communication and relationship managementHandle escalations and ensure timely issue resolutionConduct business reviews (MBRs, QBRs, EBRs) and maintain stakeholder alignmentSolution Performance & OptimizationSupport optimization of customer solutions for operational and technical performanceAssist with peak planning, forecasting, and system readiness activitiesTrack system performance metrics including uptime, throughput, and order accuracyData & ReportingAnalyze operational data using SQL, Grafana, Power BI, and reporting toolsMonitor dashboards and provide performance insights to stakeholdersMaintain operational reports and KPI updates for customers and internal teamsCustomer Success & Process ImprovementDrive customer satisfaction metrics including CSAT, NPS, and renewalsIdentify opportunities to improve onboarding, adoption, and overall customer experienceDocument best practices, lessons learned, and enablement materialsCross-Functional CollaborationPartner with Product, Solution Architecture, Support, and Program teams on enhancements and upgradesCoordinate system updates, feature rollouts, and customer change requestsAlign customer expectations, timelines, and delivery milestonesKey Performance Indicators (KPIs)System uptime and operational performance targetsSLA adherence and issue resolution turnaround timeOrder fulfillment accuracy and inventory performanceCustomer satisfaction (CSAT/NPS) and renewal ratesAccuracy and timeliness of reporting and dashboard updatesRequired Qualifications4-6 years of experience in Customer Success, Technical Account Management, Project Coordination, or related rolesStrong communication and stakeholder management skillsFamiliarity with SQL and analytics/reporting tools such as Grafana or Power BIUnderstanding of customer success metrics including CSAT, NPS, and renewalsInterest or experience in warehouse automation, robotics, or supply chain technology preferredAbility to work effectively in a fast-paced, cross-functional environmentPreferred QualificationsExperience supporting enterprise SaaS or automation platformsFamiliarity with warehouse operations, fulfillment workflows, or logistics environmentsExperience working with cross-functional technical and operational teamsKnowledge of WMS/WES platforms or supply chain systemsEqual Opportunity EmployerGreyOrange is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, age, veteran status, or any other protected status.