Associate Director, Enterprise Customer Experience

SoftBank Robotics America

Associate Director managing enterprise customer experience strategies for robotics solutions. Leading transformations and customer engagements in a rapidly growing tech company based in San Francisco.

Posted 6/12/2026full-timeRemote • California • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Drive customer adoption of robotic floor cleaning solutions by delivering onboarding, training, and ongoing best practice guidance.
Act as a strategic consultant, partnering with customers to align robotics usage with operational goals and growth strategies.
Leverage business analytics tools to provide actionable insights on fleet utilization, coverage, and performance metrics.
Build long-term customer relationships through proactive engagement, ensuring high satisfaction and measurable ROI
Serve as the voice of the customer, advocating internally for product improvements and customer-driven innovation.
Identify expansion and renewal opportunities by understanding customer needs and maximizing solution value.
Collaborate cross-functional with sales, product, and support teams to deliver a seamless customer experience.
Contribute to the evolution of the Enterprise Customer Experience organization by helping shape scalable processes, customer engagement strategies, and operational best practices as the business continues to grow.
Occasional travel for customer meetings and team off sites

Requirements

What you’ll need

5+ years of experience in enterprise customer success, strategic account management, implementation consulting, or operational transformation roles, with a focus on enterprise-level engagements
Proven experience in program management, with a track record of building and implementing successful frameworks and processes
Exceptional presentation and communication skills (both verbal and written), with experience presenting to C-level executives
Strong analytical skills with the ability to translate data into actionable insights and compelling stories
Experience in the following areas: high-tech software, services, and/or hardware
Proven track record of becoming a trusted subject matter expert in previous roles
Excellent project management skills; ability to gather new requirements, organize business priorities, and meet deadlines
Ability to work independently to identify problems early and explore possible solutions.
Thrive in a high performance, fast-paced, entrepreneurial environment
History of driving outcomes through cross-functional work with key stakeholders and contributing to a positive team environment
Experience in managing multiple levels of audiences, from end users to executive leaders
Ability to work in a fast paced, ever-changing environment
Willingness to take on additional projects and responsibilities as needed
Proficient, detail-oriented, and creative in the development of customer presentations in MS and Google

Benefits

Comp & perks

Medical, dental, and vision coverage
Paid time off and company holidays
Retirement savings programs, 401k matching program
Performance-based bonus opportunities
Professional development and leadership growth opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

program managementbusiness analyticsdata analysiscustomer onboardingcustomer trainingoperational transformationframework implementationproject managementcustomer engagement strategiessolution value maximization

Soft Skills

presentation skillscommunication skillsanalytical skillsproblem-solvingindependenceteam collaborationcustomer advocacyrelationship buildingadaptabilityentrepreneurial mindset