Associate Director, Enterprise Customer Experience

Description

SoftBank Robotics America, a rapidly growing SoftBank Group company headquartered in San Francisco, is accelerating our presence at the intersection of advanced technology, AI, automation, and robotics.

At the forefront of innovation, we are launching ground-breaking programs focused on deploying integrated software and hardware automation systems designed to transform workflows, safety, and commercial efficiencies at scale.

We are looking for an Associate Director, Enterprise Customer Experience, to join our organization. The Enterprise Customer Experience organization partners with customers not only to deploy robotics solutions, but to help operational teams evolve workflows, processes, and business outcomes through automation. The ideal candidate understands that automation is the next big technological shift comparable to the introduction of the smartphone and wants to be a part of the movement, helping clients successfully transform their business processes and teams through cutting-edge innovation. This role will cover Enterprise accounts managing multi-site robotic deployments with a multi-million-dollar TCV.  Additionally, the portfolio will include high-growth accounts with expansion opportunities. 

We are seeking a customer-oriented professional with deep enterprise experience to lead the successful adoption and long-term value realization of our autonomous floor cleaning robotics solutions. This individual contributor role will be a strategic partner by driving process transformation within customer environments, ensuring effective integration of robotics into daily operations, and building strategic, long-term partnerships.    

This ideal candidate will also have experience in both emerging and established organizations.   
 

The ideal candidate will act as a trusted advisor, guiding customers through operational change while maximizing outcomes across the full customer lifecycle: Adoption, Consistency, Productivity, and Strategic Engagement. 

Key Responsibilities Include:

• 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 

Benefits:

We offer a highly competitive benefits package that includes:

• 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

Work Environment:

This role is a fully remote position. Periodic in-person meetings, travel, and business need as required. The position involves regular coordination with all internal teams.  

The ideal candidate is self-directed and comfortable operating in a fast-paced, evolving environment, managing competing priorities, and maintaining a high degree of accuracy and accountability.

Requirements

• 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  

Preferred Skills:·  

• Ability to blend technical expertise with business acumen, delivering solutions that meet both product and customer requirements
• Experience carrying revenue-based quota/goals
• Experience in process change management 
• Experience in Robotics 
• Experience working in start-up environment and established organizations 

Equal Employment Opportunity

SoftBank Robotics America is an equal opportunity employer and is committed to creating an inclusive environment for all employees and applicants. We do not discriminate based on race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other protected status under applicable law.