Customer Experience Manager II Full Time NEW

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.

Our Solutions

• GreyMatter Multiagent Orchestration (MAO) platform
• Provides vendor-agnostic fulfillment orchestration to continuously optimize performance in real time.
• Ensures 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).
• Enables customers to decrease fulfillment Cost Per Unit by 50%, reduce worker onboarding time by 90%, and optimize peak season performance.
• gStore retail solution
• End-to-end store execution and retail management solution supporting omnichannel fulfillment, real-time replenishment, intelligent workforce tasking, and more.
• Uses real-time overhead RFID technology to increase inventory accuracy up to 99%, double staff productivity, and enable an engaging, seamless in-store experience.

Customer Experience Team

• Plays a critical role in ensuring the successful adoption and ongoing performance of GreyOrange’s warehouse automation solutions.
• Acts as the primary bridge between customers and internal teams.
• Drives solution optimization, handles operational escalations, ensures SLA adherence, and delivers a seamless post-go-live experience.
• Focuses on maximizing customer satisfaction, system uptime, and business value through proactive support, data-driven insights, and continuous engagement.

Role: Customer Experience Manager II

Location: SF, CA

Key Responsibilities

• Customer Engagement & Communication
• Manage day-to-day customer interactions, ensuring clear and consistent communication across all touchpoints.
• Handle escalations promptly and professionally, ensuring quick issue resolution and customer satisfaction.
• Conduct periodic business reviews (MBR, QBR, EBR) and ensure stakeholder alignment.
• Solution Performance & Optimization
• Understand solution configurations and optimize them for operational and technical performance.
• Support planning for peak periods, including volume forecasting, resource planning, and system readiness.
• Track and report system performance metrics (hardware/software uptime, throughput, order accuracy).
• Data & Reporting
• Use basic SQL and tools like Grafana and Power BI to analyze performance data and generate insights.
• Monitor dashboards for real-time system visibility and performance tracking.
• Own operational reporting and performance metric updates for internal and external stakeholders.
• Customer Success & Process Improvement
• Drive customer success metrics such as CSAT, NPS, and AMC renewals.
• Identify and implement initiatives to improve customer onboarding, adoption, and satisfaction.
• Document lessons learned, best practices, and enablement content for continuous improvement.
• Collaboration & Upgrades
• Work closely with Product, Solution Architecture, Support, and Program Management to deliver software enhancements and new features.
• Plan and coordinate system upgrades, patch deployments, and feature rollouts.
• Align with customers on change requests, scope, and delivery timelines.

Key Performance Indicators (KPIs)

• Adherence to Software & Hardware uptime greater than 90%.
• Ensuring higher MTBF and lower MTTR.
• Operational KPIs such as order fulfilment speed & accuracy greater than 99% and Inventory Management.
• SLA-based issue resolution and escalation turnaround.
• Customer satisfaction and NPS scores.
• AMC renewal rate and service utilization.
• Accuracy and timeliness of reporting and dashboard updates.

Required Qualifications

• 4–6 years of experience in Customer Experience, Project Coordination, or Technical Account Management.
• Strong communication and stakeholder management skills.
• Familiarity with SQL and analytics platforms (e.g., Grafana, Power BI).
• Understanding of customer success metrics: CSAT, NPS, renewals.
• Experience or interest in warehouse automation, robotics, or supply chain preferred.
• Ability to thrive in a fast-paced, cross-functional environment.
• Passion for revolutionizing global customer experiences in the logistics and supply chain industry.

Equal Opportunity Statement

• GreyOrange provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
• This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.