Senior Customer Success Specialist

Customer Success Manager

Exyn Technologies is pioneering autonomous aerial robot systems for complex, GPS-denied environments. The company’s full-stack solution enables flexible deployment of single or multi-robots that can intelligently navigate and dynamically adapt to complex environments in real-time.

In short, we’re paving the way; And this groundbreaking work requires a talented, passionate team. As such, we are currently on the market for a Senior Customer Success Specialist

The Role:

Working as part of the Customer Success team, you will serve as a liaison between mining customers and Exyn . You will wear many hats and learn skills in a variety of fields. You will work with a dynamic, multi-disciplinary team to accomplish set goals with plenty of mentorship opportunities. 

Your primary responsibilities will include, but are not limited to:

• Developing and maintaining relationships with customers in the commercial mining space
• Ensuring Exyn’s customers have the tools and resources necessary to achieve success within their organization
• Working closely with engineering and sales to coordinate customer engagements
• Working closely with the product team to plan, build-out requirements, and prioritize customer needs
• Supporting customer onboarding and training
• Allocating resources and systems for demos and system handovers and delegate work
• Helping to build system requirements in the commercial mining space
• Working closely with hardware and software teams in order to communicate the need for new features/upgrades
• Documenting SOPs related to support and maintenance plans, warranty documentation, training manuals, remote support
• Working with Field Engineers in order to execute successful demos, training, and trips
• Contributing to the roadmapping efforts of the Product team as it relates to customers’ new feature requests- improving existing features
• Working alongside our Director of Customer Success to establish customer success goals, performance metrics, and strategy

This is a full-time position. As a level 3, individual contributor, the salary begins at $85,000 and is based on market data aligned with our strategic approach to compensation. In addition to cash, you’ll receive equity and be eligible to enroll in our benefits package includes health/vision/dental insurance (available from day one!), 401(k), vacation time, family leave, and more!

This is a “hybrid” role and requires in-office presence from time to time (hardware-related projects, customer meetings, etc). 

Candidate Evaluation:

We recognize that underrepresented groups such as women and BIPOC individuals are historically less likely to apply to a role if they don’t meet 100% of the listed qualifications. We encourage you to apply if you meet a majority of the qualifications and this role is aligned with your career trajectory. 

When reviewing resumes we’ll be looking to see that: 

• You have 4+ years of experience in a Customer Service setting
• You have experience with Customer Relationship Management (CRM) software such as, Salesforce
• You have experience working with brand image and promoting value through customer experience
• You have experience analyzing and optimizing the existing processes in the Customer Success department

If we have an opportunity to engage you in your interview process, we’ll be looking to understand your experience:

• Understanding customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
• Supporting internal projects and senior leadership, bringing order and efficiency to critical internal initiatives.
• Utilizing strong organization skills with an ability to adapt and navigate complexity, and multitask in a rapidly changing environment.
• Learning new skills and technologies to help deliver the most effective solutions. 
• Applying strong attention to detail, including maintaining accurate records and tracking key project metrics.
• Using excellent communication to foster positive business relationships, teamwork and interpersonal skills.
• Applying excellent computer skills, including proficiency with Microsoft Office products (Excel, Word, PowerPoint, etc.) As well as Google Products and CRM tools

Our Culture: 

We’re honored to be recognized as a 2022 #TopWorkplace by the Philadelphia Inquirer for our culture that values its people and amplifies talents. In addition to our competitive benefits (found, here), we uncovered a few reasons why Exyn Technologies is special:

• Diversity & Inclusion is more than an initiative. It is what drives our efforts and decisions. We are collectively committed to building and maintaining an environment that relishes the individual characteristics that make us, us. Our efforts are executed in coordination with your ERGs - #BIPOC, #Exynforwomen, #lqbtqplus, #activeandvets, #weareworkingparents, and #exyninternational
• Our robots aren’t all that is autonomous. Cultural autonomy drives us. We encourage Exyneers to take risks, solve challenging problems, and set their own path. Asynchronous work allows the team to work in the environment that best suits their needs. 
• We understand that excellence requires agility. We respond to the needs of employees, our customers, and our environment to 
• As pioneers, we view challenges are opportunities to create, achieve, and innovate. 
• Health is wealth. We’re a people-first environment and our programs support physical, emotional, intellectual, social, environmental, and occupational wellness. 
• We work together. Collaboration is fundamental. 
• Learning is key. We actively seek new information. 

Exyn Technologies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. For positions located in the United States of America, our company Exyn Technologies uses E-Verify to confirm employment eligibility. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov