VP Customer Success / Autonomous Robotics

ANYbotics is a fast-growing tech company dedicated to shaping the future of mobile robotics across multiple industries. Join our highly talented and motivated team of more than 90 people and work on cutting-edge robot technology.
 
The Opportunity
 
As VP Customer Success, you will be responsible for shaping and scaling our overall After-Sales setup, ranging from field engineering, training, commissioning, customer support and customer success. As we are rapidly scaling our customer base, we are also investing heavily into our deployment and customer service capabilities. In this role you will outline the overall setup, define new roles & responsibilities for growth, and establish and manage the interfaces with other departments including Operations, Sales, and Development. It will be your key responsibility to ingrain a customer success mindset within the whole organization and be the voice of the customer for our every-day decision making and long-term strategic planning.
 
The Market & Our Technology
 
ANYbotics transforms the industrial sector by introducing robotics to a wide range of novel applications that so far were beyond reach (see our case studies in Mining, Chemicals, Oil & Gas, Railways, Wind Energy, Construction). Our customers are large asset operators and service providers of industrial plants pioneering the use of robotics technology for inspection and maintenance. Our solution enables autonomous routine inspections and monitoring of large-scale industrial facilities for increased safety and productivity. We develop numerous customized hardware systems, including the entire robotic platform, actuators, sensors, inspection payloads, charging systems, as well as all software to enable world-class mobility, autonomy and AI driven inspection insights. We have proven the technology and the business impact to our customers in long-term pilot projects and are scaling up sales of our commercial solution.

Your contributions

    • Devise  and continually strengthen our Customer Success & After Sales strategy and offering
    • Lead and grow a diverse After Sales organization, ensuring personnel coaching and development
    • Define roles, responsibilities and interfaces between different roles and teams within After Sales and with other departments, especially Sales, Operations, and Hard- and Software Development
    • Advocate “customer success” mindset across the organization and shape overall customers success journey
    • Establish a framework for customer satisfaction KPIs and ensure reporting for continuous improvement
    • Engage globally with customers and potential service partners to deliver outstanding end-to-end customer experience
    • Ensure high-level of operational execution of customer support and sales support requests

Your profile

    • You have played a leading role in developing a scaling Customer Success & After Sales setup for a software-enabled hardware company
    • You have built, led, grown and coached diverse and cross-functional teams
    • You are experienced with a broad set of customer success concepts and are able to put those principles into actionable directions
    • Your experience includes hands-on customer support / on-site field engineering, as well as strategic level conceptualization and planning
    • You have an entrepreneurial mindset, strong analytical thinking, creative problem solving skills and a high affinity for hands-on topics
    • You are an excellent communicator verbally and in writing, and are strong in visual communication and digital collaboration
    • You are willing to travel internationally for 20-40% in order to get in front of customers and service partners

Bonus Points

    • Leadership experience in a high-tech startup during similar growth stage
    • Existing industry expertise in verticals like oil & gas, chemicals, power generation, mining, manufacturing
We offer you a very exciting and dynamic work environment, the opportunity to become part of a fast-growing company and an ambitious team that is on a mission to change the industrial inspection market, a chance to leverage your experience and bring in your own ideas, a fair market salary, an attractive employee stock ownership plan, and a job in the city of Zurich.