SoftBank Robotics America

Customer Success Manager

• Lead and manage customer support operations following go-live deployments.
• Act as the escalation point for critical post-deployment issues.
• Coordinate with engineering, product, and deployment teams to resolve technical and service-related problems.
• Build and maintain a comprehensive ticket tracking system using tools such as Jira and ServiceNow.
• Generate and maintain a detailed ticket list across customers, projects, and issue types.
• Ensure all tickets are categorized, prioritized, and resolved within agreed SLAs.
• Select, configure, and maintain tools such as Jira Service Management and ServiceNow for support workflows and reporting.
• Continuously optimize workflows, dashboards, and automations for support tracking and reporting.
• Define, implement, and manage Service Level Agreements (SLAs) and support KPIs.
• Monitor and report on SLA compliance, ticket trends, and resolution metrics.
• Establish escalation procedures and ensure timely follow-ups on high-priority issues.
• Support project rollouts by preparing support models, training handovers, and tracking post-deployment issues.
• Work with project managers to integrate support plans into project timelines.
• Act as the liaison between support and implementation teams.
• Maintain high levels of customer satisfaction through proactive communication, timely resolution, and follow-through.
• Regularly engage with customers for feedback and improvement opportunities.

Analytics Engineer

• Clean, normalize, and QA incoming datasets to ensure integrity, usability, and consistency across systems.
• Design, maintain, and optimize SQL queries, views, and data pipelines for analytics and model inputs.
• Contribute to the evolution of our data model to better support reporting, analytics, and AI applications.
• Partner with the PM and engineering team to identify high-value opportunities for AI/ML integration.
• Build business intelligence reports and insights leveraging Sigma.
• Build and test lightweight models, agents, or prototypes that demonstrate potential AI applications.
• Develop pipelines that make data more “AI-ready” (structured, labeled, and enriched).
• Create clear, reliable documentation for data sources, transformations, and model-ready datasets.
• Proactively identify gaps in data quality, structure, or process, and drive improvements.

Associate Analytics Engineer

Program Manager

• Lead the planning, execution, and integration of confidential construction automation programs, ensuring end-to-end alignment with organizational goals.
• Drive program management across multidisciplinary teams, including software engineering, hardware systems, robotics, AI, product management, and field operations.
• Partner with construction industry experts to translate site-level needs into scalable automation solutions combining mechatronics, computer vision, and cloud-based controls.
• Develop and maintain detailed program roadmaps, timelines, resource plans, and risk mitigation strategies using project management platforms (e.g., Jira, Smartsheet, Asana).
• Coordinate software and hardware development cycles, ensuring integration points are managed across prototyping, testing, and deployment phases.
• Leverage Autodesk tools (Revit, BIM 360, Construction Cloud) to ensure seamless planning, modeling, and visualization of automation systems within construction workflows.
• Oversee financial modeling, ROI assessments, and business case development to support executive decision-making.
• Build and deliver compelling executive-level presentations that communicate vision, value, and performance milestones.
• Ensure delivery of excellence, governance, and compliance with safety, industry, and regulatory standards throughout the project lifecycle.
• Cultivate a culture of innovation, rapid iteration, and continuous improvement to meet evolving construction site needs.

Customer Success Manager

Associate Analytics Engineer

Product and Program Manager - Construction Automation and Integration