Customer Success Manager

Customer Success Manager - China

#WeAreUR and we continuously redefine automation
At Universal Robots, part of Teradyne Inc., we are empowering change in the way work is done. Our vision is to create a world where people work with robots, not like robots. And with 50,000+ cobots already installed worldwide, we’re well on the way to achieving it. Working towards our vision gives us endless opportunities to learn, grow, innovate, and solve problems together as we bring our technology to companies of all sizes all over the world.
 

The Customer Success Manager is a key stakeholder in the post sales journey of our robot users. The Success Manager is focused on driving repeat sales by creating a meaningful relationship to UR’s service and facilitating the successful deployment of our Cobots. The current goal of the CSM team is to achieve our growth aspirations, consistently strengthening and reinforcing our brand, as well as deepening our engagement and adding value to our clients.
 

客户成功经理是使用我们机器人的用户，售后过程中至关重要的一个角色。经理通过UR的服务建立有效的合作来促进协作机器人的成功部署从而推动重复销售。CSM团队目前的目标是实现我们的增长愿望，不断加强和巩固我们的品牌，同时深化我们的参与，为我们的客户增加价值。

This is a high impact, strategic and hands-on position, requiring a high degree of creativity, and excellence in strategy and execution in a dynamic environment along with focus on customer orientation. There are many stakeholders including our distribution network, technical teams, and vast customer organizations, all of which require a high level of tact and specialized communication.

这是一个高影响力、战略性和实操的职位。我们需要高度的创造力，以客户为导向，在动态环境中具有卓越的策略和执行能力。同时我们需要与不同的利益相关者进行灵活和专业的沟通，包括我们的分销商、技术团队和庞大的客户群体。
 

To give you an overview of how this affects your role and responsibilities you can look forward to:

为了让您大致了解您的角色和职责，具体如下：

• Have full ownership of our customer experience; maintaining full overview of the robot deployment   timeline and delivering appropriate resources during the customer lifecycle.

负责客户体验; 全面了解机器人部署时间节点，并在客户生命周期内提供合适的资源                 

• Understand the individual growth and business goals of our customers and facilitate their development.

了解个人成长与客户的业务目标，促进他们的发展

• Cross-functional team and partners coordination to ensure flowless customer implementation and experience. For example, establish clear processes and handoffs to support, service, and sales teams when needed.

跨部门团队的协调，确保完美的客户实施与体验。例如，在需要的时候，为支持、服务和销售团队建立清晰的流程和交接。

• Act as the initial primary contact for customers post sale and build strong relationships, understand their specialized business, service needs and drivers to continuously improve cooperation and process to the mutual benefit

作为客户售后服务的首要联系人，与客户建立良好的关系，了解客户定制化的服务需求，来驱动合作不断的提升，实现互利共赢

• Coordinate with various members of the internal team by processing feedback received from end users, partners, and other members of the UR network.

通过处理来自终端用户、合作伙伴及UR各个部门的反馈，与内部团队的各个成员进行协调合作

• Manage regional accounts and provide proactive customer service when needed.

管理区域客户，并在需要时提供积极的客户服务

• Work independently, while also sharing knowledge and best practices with the team and relevant stakeholders and sharing ideas for customer experience, engagement and improvement initiatives

能够独立工作，同时与团队和相关的同事分享知识和实践，以及客户体验、参与和改进计划的想法

• Act as a sparring partner with the rest of the team to improve the customer experience

与团队其他成员一起提高客户体验

We are driven by honesty and act with integrity - #WhoAreU
To be successful in this position we imagine you will come with:

我们希望你能拥有：

• Team collaboration, customer centricity, innovative mindset and high sense of ownership are keys for being successful.

团队协作、以客户为中心、创新思维和高度的主人翁意识是成功的关键。

• Customer service/ sales experience or background (education) with focus on account management or directly in the field of Robotics

拥有客户服务/销售的经验，或者是客户管理以及机器人领域相关的专业

• Previous experience in education, troubleshooting, implementation in the fields of robotics or manufacturing.

在机器人或制造行业有指导，排除故障，实施的经验。

• An excellent communicator who relates well to all kinds of people, has the ability to build appropriate rapport, and uses diplomacy and tact to defuse high tension situations comfortably.

和所有人保持良好关系的优秀沟通者，有能力建立适当的融洽关系，并轻松机智的解决高度复杂的情况

• Someone with a passion for customer satisfaction and service-excellence, who genuinely cares about people and is empathetic to the problems of others

对客户满意度和卓越服务充满热情，真正关心他人并理解他人问题的人

• Able to understand technical details of automation solutions utilizing Universal Robots Cobots.

能够理解，使用优傲协作机器人的自动化解决方案中的技术细节

• Working English is absolutely required.

能用英语当做工作语言

• A curious and empathic mindset. You must be able to listen, remain curious, and show empathy to all of our stakeholders both internal and external.

好奇和善解人意的心态。你需要倾听，保持好奇心，并对我们内部和外部所有利益相关者表示理解。

• An interest in occasional travel.

             能接受偶尔出差
 

As a person you are independent, but still a team player. You are motivated by solving complex tasks and still you are very practical in the way you approach things. Here at Universal Robots, we are very flexible, and we expect you to be the same. We have an agile organization where things continuously change and therefore it´s an advantage if you see yourself as a fast learner.

你是独立的，但仍然是一个团队合作者。你能积极的解决复杂的任务，同时你又能很踏实的做事。在优傲机器人， 我们非常灵活， 我们希望您也一样。我们会根据事情不断变化而变化，因此，如果你是一个学习能力快的人，这会是一个优势。

We collaborate it´s in our DNA
Join Universal Robots, the ground-breaking technology company, and help empower change in the way work is done. Shaping next year’s innovations. Moving a fast-growing industry forward. Building a truly global career. You can do it all here.
 

We employ 1000+ people in offices across North America, South America, Europe, and Asia – and we’re growing all the time. So, if you’re looking to build your career working with some of the best talent from all over the world, we want to get in touch with you!
 

Send your application using the link. We take candidates into the recruitment process on a continuous basis and encourage you to apply as soon as possible.