About RoboKind

RoboKind is a Dallas, Texas based company whose mission is to use innovative robotic, artificial intelligence, and augmented reality technology and software based instructional content solutions that help create lifelong and inclusive learning opportunities for all. RoboKind has developed facially-expressive humanoid robots and avatars, including Milo, who was named in the 2019 Game Changers: Tech & Learning’s Most Inspiring in EdTech in 2019. RoboKind is committed to partnering with PK-12 educational organizations, colleges/universities, foundations, and other organizations to conduct high quality research and development that support continuous growth and positive impact.

Position Overview:

RoboKind is hiring a full-time Customer Success Manager to join the team that provides implementation support and ongoing customer account management. You’ll be a part of the RoboKind Sales and Customer Success team, helping to ensure customer success and positive impact to maximize customer purchase and investment of RoboKind solutions. You’ll work on school, district, and other organization implementations with customers who implement robot hardware, software, and services for use in educational and therapeutic purposes. The Customer Success Manager owns the lifecycle of a customer account, from new implementations to renewals and expansion of RoboKind solutions. As our company grows and scales, you will be able to grow as a leader on the Customer Success team, working together to implement RoboKind solutions across multiple locations within a school district/other organization.

Job Type: Full-Time

Compensation: Commensurate with education level and experience; combination of base pay with bonus potential tied to customer success, measured by renewal and expansion sales of products and services. Base compensation range is $45,000-$55,000/year; Target total compensation, at plan, is $70,000-$90,000/year

Education Level:

Bachelor's degree from a four-year college or university, AND
Minimum three years of experience in a similar role, OR
Equivalent combination of education and experience

Technical and Business-Related Knowledge, Skills and Abilities Required:

3 or more years of work experience as a customer success or account manager preferred
Experience in the EdTech industry is strongly preferred
Demonstrable ability to communicate and influence key stakeholders at all levels of an organization
Experience with and ability to use Microsoft Office tools
Previous experience working with public sector (education, state/local government, etc) accounts preferred

· Ability to work onsite at our headquarters in downtown Dallas; flexible/occasional remote work options may be allowed with proof of sales success/performance
· Ability to use various business software applications (presentation software, videoconferencing software, scheduling software, communication software, etc)
· Strong typing/keyboarding skills
· Ability to lift up to 45 pounds

Primary Duties and Responsibilities include:

Serving as the lead post-sale implementation point of contact for assigned customer accounts
Building and maintaining strong, long-lasting customer relationships
Developing trusted relationships with assigned accounts, customer stakeholders, and decision makers
Ensuring the timely and successful communication of program utilization, progress, and/or other information according to customer needs and objectives
Preparing and communicating clearly the progress to internal and external stakeholders on a monthly and quarterly basis
Collaborating with sales team to develop new business within existing customers
Proactively problem-solving customer issues

· Developing and managing strong relationships with customers
· Communicating effectively, efficiently and proactively with customers
· Preparing, providing and presenting internal and external reports
· Addressing customer inquiries in a timely, professional, and clear manner
· Identifying and promoting upsell or expansion opportunities among existing customers
· Communicating and when necessary escalating customer concerns, issues, or problems with internal teams (including product development, sales, and finance/accounting)
· Proactively identify and document suggestions/recommendations to improve the customer experience
· Effectively using software various tools (project management software, customer relationship software, reporting software, etc) to manage information and processes
· Collaborating with internal and customer professional development teams to coordinate training and ongoing professional development that meet the needs of the customer and are able to be met by the company.
· Mentoring and coaching other members of the customer success team

Identifying ways to enhance/enable customer success

The successful candidate must be able to:

Verify identity and employment eligibility to work in the US
Pass a background check that would allow for work in proximity to children
Adhere to company policies and procedures
Provide consultation through the implementation process
Approach challenges with a “customer first” approach
Work in a fast paced, early stage company with an entrepreneurial approach
Manage many concurrent customer accounts and implementations and adjust priorities, as needed
Understand the value and interdependencies of the RoboKind hardware products, software subscriptions, curriculum content, and services
Work well both independently and with a team
Adapt and adjust to new environments and learn new technologies
Use information, prior experience, and various data inputs to problem solve independently
Think analytically and make recommendations at the macro and micro levels
Work with minimal supervision and demonstrate initiative and good judgment
Execute tasks/responsibilities in a timely manner
Maintain effective working relations with a wide variety of diverse individuals
Represent the company in a positive and professional manner
Demonstrate confidence, optimism, and “grace under fire”, even when things go wrong
Maintain confidentiality and adhere to HIPAA, FERPA, and other data privacy regulations
Be self-motivated for personal and professional growth, bringing a positive attitude and growth mindset to internal teams and external contacts
Communicate and influence key stakeholders at all levels of an organization
Summarize and synthesize detailed information
Listen, ask questions, and present information in an interactive way
Demonstrate strong verbal and written communication skills virtually and in person