Senior Manager - Associate Director, Enterprise CX & Growth

SoftBank Robotics, the global leader in workforce automation, is seeking an Associate Director, Enterprise Growth to join the RevOps organization. The ideal candidate understands that automation is the next big technological shift -- comparable to the introduction of the smartphone -- and wants to be a part of the movement, helping clients successfully transform their businesses processes and teams through cutting-edge innovation.

The RevOps team at SoftBank Robotics is focused on making robotics commercially successful through strategic business development and customer success. We are responsible for evolving our go-to-market and customer programs to clearly communicate and deliver automation value in partnership with our customers. The team is an entrepreneurial, multi-varied group focused on use case development, enterprise growth strategy, operational excellence, and customer retention.

Reporting to the Senior Director, Customer Experience & GTM at Softbank Robotics Americas, this role is pivotal in developing our industry-leading Customer Success team. The ideal candidate will possess a blend of customer success and program management expertise, strong data analysis and operational skillsets, and the ability to manage a high-performing team.

• Manage and mentor a team of customer success representatives, providing coaching on presentation skills, customer engagement, and data storytelling to enhance team performance and customer outcomes
• Oversee customer health and retention metrics, ensuring proactive engagement with high-profile enterprise customers and aligning our solutions to their evolving needs
• Develop and implement frameworks and processes that drive team efficiency and effectiveness, including automation and process optimization
• Act as a senior point of contact for key customers, overseeing service delivery, presentations, and ensuring our engagements are impactful and aligned with business objectives
• Work closely with internal leaders to identify opportunities for improvement in service delivery, customer success, and GTM strategies, contributing to the scalability of our operations
• Leverage strong analytical skills to interpret data and create compelling narratives that resonate with various customer personas
• Support leadership to create customer-facing presentations, case studies, Develop and implement cross-functional frameworks and processes that drive efficiency and effectiveness across the customer experience function
• Travel up to 25% to meet with customers, support strategic sales efforts, and attend industry events.
  
  

Qualifications

• Bachelor's degree, track record of continuous education
• 7 years of experience in customer success, account management, or a related role, with a focus on enterprise-level engagements
• Demonstrated ability to manage and develop a team, with a focus on building a high-performance culture and promoting professional growth
• Strong analytical skills with the ability to translate data into actionable insights and compelling stories
• Demonstrated ability to coach and develop team members, with a focus on presentation skills, customer engagement, and data storytelling
• Exceptional presentation and communication skills, with experience presenting to C-level executives
• Strong leadership skills with the ability to influence and drive cross-functional teams toward a common goal
• Successful track record working in a high paced environment and managing customer escalations using data driven feedback to manage expectations and influence new behaviors
  
  

Nice To Have

• Experience in packaging products and solutions for diverse customer personas and sales cycle stages.
• Ability to blend technical expertise with business acumen, delivering solutions that meet both product and customer requirements.
• Experience in conducting market research and competitive analysis to inform GTM strategy.
• Support in the development of models/tools to calculate program ROI and support sales solutioning
  
  

Benefits

• Generous vacation policy (Unlimited PTO)
• 401K
• Health/dental/vision
• Supportive work environment
  
  

We are excited about our company's future and are looking for the ideal candidate to join our team. If that candidate is you, please apply! Please include your resume.

We are currently working 100% remotely.

SoftBank Robotics America is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, SoftBank Robotics America will also consider for employment qualified applicants with arrest and conviction records.

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