Gatik AI

Gatik AI

Director, Customer Success

Santa Clara, CA · Director

Sponsorship not specifiedDetected 21 days ago
Data AnalysisJiraConfluenceHubSpotCRMAccount ManagementSupply ChainLogisticsOnboardingCustomer SuccessLeadershipCommunicationCollaborationProblem Solving

About the role

  • We are seeking a dynamic and customer-focused Director of Customer Success to join our team.
  • This team is responsible for ensuring customer satisfaction, success, and growth while maximizing the value of our services.
  • You will play a pivotal part in maintaining and expanding our relationships with high-profile customers in the retail, e-commerce, and grocery sectors.

Responsibilities

  • Build a Customer Success function within Gatik that:
  • Manages all customer onboarding and deployment projects, coordinating internal and external resources to ensure on-time, successful deployment
  • Creates user-facing documentation to facilitate customer enablement and self-service
  • Works closely with the Commercial team to drive contract renewals and expansions.
  • Recruit, hire, train, and manage a high-performing team of Customer Success / Deployment specialists, establishing clear goals, performance metrics, and career development pathway
  • Design and implement customer-facing and internal processes and tools to support service delivery
  • Own and publish "ground truth" documents for all customer deployments, including the deployment schedule, KPIs, and operational status
  • Partner with Manufacturing and Supply Chain to provide accurate deployment forecasts, ensuring vehicle production and delivery timelines align with customer commitments and contractual milestones
  • Manages all issues and feedback from customers coordinates with internal teams (including Fleet Operations, Engineering, and Safety) to ensure timely resolution and communication
  • Educates customers on Gatik's capabilities and drives adoption of new features and services.

Requirements

  • Bachelor's degree in Engineering, Business, Logistics, Supply Chain Management, or related field.
  • 7-10 years of experience in customer success, account management, or other similarly customer-centric role within B2B hardware sectors, including at least 3 years in a leadership position
  • A systematic, process-oriented approach with a proven track record of combining high-tech automation with high-touch personal service
  • A proven team builder who focuses on the continuous improvement of Customer Success team members
  • Excellent interpersonal and communication skills, with the ability to engage stakeholders at all levels
  • Proven problem-solving skills and a customer-centric mindset

Nice to have

  • Experience using and administering CRM, data analysis, ticketing, collaboration, and workflow tools (e.g., HubSpot, Jira, Confluence, Zapier)
  • coding experience a plus

Compensation

  • Salary Range - $180,000- $220,000

Benefits

  • Help define the strategic vision and roadmap for Customer Success at Gatik, aligning it with company goals and customer outcomes.

Company info

  • Gatik, the leader in autonomous middle-mile logistics, is revolutionizing the B2B supply chain with its autonomous transportation-as-a-service (ATaaS) solution and prioritizing safe, consistent deliveries while streamlining freight movement by reducing congestion. The company focuses on short-haul, B2B logistics for Fortune 500 retailers and in 2021 launched the world's first fully driverless commercial transportation service with Walmart. Gatik's Class 3-7 autonomous trucks are commercially deployed across major markets, including Texas, Arkansas, and Ontario, Canada, driving innovation in freight transportation.
  • The company's proprietary Level 4 autonomous technology, Gatik Carrier™, is custom-built to transport freight safely and efficiently between pick-up and drop-off locations on the middle mile. With robust capabilities in both highway and urban environments, Gatik Carrier™ serves as an all-encompassing solution that integrates advanced software and hardware powering the fleet, facilitating effortless integration into customers' logistics operations.
  • Gatik, the leader in autonomous middle-mile logistics, is revolutionizing the B2B supply chain with its autonomous transportation-as-a-service (ATaaS) solution and prioritizing safe, consistent deliveries while streamlining freight movement by reducing congestion.
  • The company focuses on short-haul, B2B logistics for Fortune 500 retailers and in 2021 launched the world's first fully driverless commercial transportation service with Walmart.
  • Gatik's Class 3-7 autonomous trucks are commercially deployed across major markets, including Texas, Arkansas, and Ontario, Canada, driving innovation in freight transportation.
  • The company's proprietary Level 4 autonomous technology, Gatik Carrier™, is custom-built to transport freight safely and efficiently between pick-up and drop-off locations on the middle mile.
  • With robust capabilities in both highway and urban environments, Gatik Carrier™ serves as an all-encompassing solution that integrates advanced software and hardware powering the fleet, facilitating effortless integration into customers' logistics operations.
  • It requires a blend of technical understanding, customer relationship management, cross-functional partnership, and strategic thinking to optimize the value delivered to our customers.
  • Serves as the primary point of contact with customers to ensure a high level of customer success and satisfaction
  • Tracks, analyzes, and reports on key performance metrics (KPIs) for customers and Gatik
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This listing is sourced directly from Gatik AI's careers page and normalized into a canonical job model.