Customer Success Manager
SoftBank Robotics America
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ServiceNow
About the role
- 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.
Requirements
- Bachelor’s degree in Engineering, Computer Science, Business, or a related field
- 5+ years of experience in technical customer support or service management
- Experience managing post-go-live support for software or integrated hardware/software solutions
- Strong hands-on experience with Jira, Jira Service Management, and/or ServiceNow
- Proven experience defining and managing SLAs and customer-facing metrics
- Strong organizational and communication skills, with the ability to handle multiple projects and priorities
- Experience with project-based support and cross-functional collaboration
Benefits
- Health insurance
- Retirement plans
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer support operationsticket tracking systemService Level Agreements (SLAs)support KPIsworkflow optimizationissue resolutionproject-based supportcross-functional collaboration
Soft skills
organizational skillscommunication skillscustomer satisfactionproactive communicationproblem-solvingtime management
Certifications
Bachelor’s degree in EngineeringBachelor’s degree in Computer ScienceBachelor’s degree in Business