Customer Success Engineer - US-Based

At Dexory, we’re redefining warehouse automation through AI, robotics and real-time data. As we rapidly scale to meet demand from leading global logistics and retail companies, we need a highly agile, resilient and strategic supply chain to support our growth. Our mission is to become the most dominant force in warehouse automation and that includes building world-class operational infrastructure behind the scenes.
Role:

As a Customer Success Engineer, you will play a critical role in ensuring that our customers maximize the value of our platform DexoryView. You will be the primary point of contact for customers, responsible for understanding their unique needs, providing onsite training, technical guidance, and ensuring seamless onboarding, adoption, and ongoing support. You will collaborate closely with our sales, product, and engineering teams to drive customer satisfaction and retention.

This role will involve travel to client sites around North America (mainly US); talking through the data captured and the insights generated from the warehouses, providing training and guidance to ensure whole teams can utilise the data to its maximum potential.

Responsibilities:

• Leading the onboarding process for new customers, assisting in the set up and configuring our technology to meet their specific requirements.
• Provide expert-level support to customers, addressing inquiries, troubleshooting issues or raising them with our Support teams, and resolving challenges promptly. Work with our engineering team to escalate and resolve complex technical problems.
• Develop training materials including documentation, presentations etc. to ensure clients get the maximum benefit of our technology.
• Building good relationships within customer organisations; gain their trust and keep on top of any changing requirements for them. 
• Collect customer feedback and insights to inform product development and improvements to be fed back to the team for continuous improvement.
• Work with customers to develop and execute success plans that outline goals, milestones, and metrics to measure progress and ROI.
• Monitor customer usage and satisfaction to identify at-risk accounts and take proactive measures to ensure renewals and long-term customer retention.

About you:

• Proven experience in a customer-facing technical or success role within a SaaS technology company.
• Strong technical background with the ability to understand and communicate complex technical concepts effectively.
• Flexibility to travel to customer sites in North America (likely to travel minimum one day per week). US/Canadian passport needed due to inability to provide visa sponsorship. 
• Experience with analysing/modelling/interpreting data. 
• Excellent problem-solving and troubleshooting skills.
• Exceptional interpersonal and communication skills.
• Ability to build and maintain strong customer relationships.
• Experience with CRM software (e.g. HubSpot) is a bonus.
• Proficient English written and verbal communications skills required to collaborate effectively with internal and external teams.
• This role will involve 20-40% travel to customer sites.

Benefits:

Starting from the interview process and continuing into your career with us, you will be working by our four Operating Principles:

• Performance: High standards, outstanding results,
• Impact: Big challenges, bigger results
• Commitment: All in, every time
• One team: One mission, shared success

Joining our team and company isn't just about expertise; it's about embracing uncertainty with ambition. We're crafting world-changing solutions, fueled by a passion to redefine what's possible. We will look for you to help create and shape the future of logistics solutions through our products, our culture and our shared vision. 

You will also receive:

• Medical 
• 401k
• Share options

AAP/EEO Statement  

Dexory provides equal employment opportunities to all employees and applicants for employment. It prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, or any other characteristic protected by local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.