GreyOrange
Location: Atlanta, US
About GreyOrange
GreyOrange is a global leader in AI-driven robotic automation software and hardware, transforming distribution and fulfillment centers worldwide. Our solutions increase productivity, empower growth and scale, mitigate labor challenges, reduce risk and time to market, and create better experiences for customers and employees. Founded in 2012, GreyOrange is headquartered in Atlanta, Georgia, with offices and partners across the Americas, Europe and Asia. For more information, visit www.greyorange.com.
Our Solutions
The GreyMatter Multiagent Orchestration (MAO) platform provides vendor agnostic fulfillment orchestration to continuously optimize performance in real time: the right order, with the right bot and agent, taking the right path and action. Currently operating more than 70 fulfillment sites across the globe (with deployments of 700+ robots at a single site), GreyMatter enables customers to decrease their fulfillment Cost Per Unit by 50%, reduce worker onboarding time by 90% and optimize peak season performance. In retail stores, our gStore end to end store execution and retail management solution supports omnichannel fulfillment, real time replenishment, intelligent workforce tasking and more. Using real time overhead RFID technology, the platform increases inventory accuracy up to 99%, doubles staff productivity, and enables an engaging, seamless in store experience.
Role Overview
The Senior Manager – Customer Experience plays a pivotal role in ensuring the long-term success and satisfaction of GreyOrange’s customers post-implementation. This leadership role is responsible for driving operational excellence, maximizing customer value, and acting as the strategic interface between customers and internal teams including Product, Engineering, and Program Management. This role demands a balance of operational rigor, strategic insight, data-driven decision-making, and hands-on stakeholder engagement to deliver business outcomes and enhance customer advocacy. Key Responsibilities
Strategic Customer Engagement: Build and nurture executive-level relationships with key customer stakeholders to foster solution adoption and long-term partnerships. Lead executive business reviews (QBRs/MBRs/EBRs), ensuring alignment on performance, value realization, and future roadmap. Serve as the internal voice of the customer, influencing product enhancements, roadmap priorities, and service delivery models. Operational Excellence & Performance Optimization: Oversee solution performance across assigned accounts, ensuring consistent achievement or exceeding of uptime, throughput, and fulfillment KPIs. Collaborate with customers on volume forecasting, peak season preparedness, and operational planning. Utilize data analysis tools such as SQL, Grafana, and Power BI to derive actionable insights for system optimization. Customer Success & Advocacy: Drive key metrics including CSAT, NPS, AMC renewals, and service utilization. Lead onboarding, system adoption, and customer maturity initiatives through structured enablement. Develop and execute comprehensive customer success plans with measurable milestones and improvement initiatives. Cross-functional Collaboration & Delivery: Partner with Product, Solution Architecture, and Engineering teams to plan and execute feature rollouts, upgrades, and customizations. Lead change request discussions with customers, ensuring clarity on scope, timelines, and impact. Establish robust governance mechanisms for proactive issue management and SLA adherence. Team Leadership & Process Improvement: Lead and mentor a team of Customer Experience professionals, fostering a culture of continuous learning and customer-centricity to deliver consistent service and measurable business impact. Set clear goals, drive accountability, and facilitate knowledge sharing and development of best practices across regions and accounts. Identify and implement process improvement initiatives to enhance customer experience, operational efficiency, and scalability. Key Performance Indicators (KPIs)
Software & hardware uptime > 90% High MTBF and minimized MTTR SLA adherence and issue resolution turnaround AMC renewals and upsell opportunities Accuracy and cadence of reporting Required Qualifications
10–12 years of experience in Customer Experience, Technical Account Management, or Post-Sales Operations, preferably within tech, SaaS, or automation domains. Proven experience managing large, complex B2B customer accounts. Strong background in data analytics and reporting, with hands-on experience in SQL, Grafana, Power BI, or equivalent platforms. Ability to translate complex data into actionable insights for operational optimization and executive decision-making. Exceptional executive communication, stakeholder management, and problem-solving skills. Prior experience in warehouse automation, robotics, logistics, or supply chain is a significant plus. Ability to operate effectively in a fast-paced, matrixed, global environment with minimal supervision. GreyOrange provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or 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. Job Details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Supply Chain Industries: Software Development
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The Senior Manager – Customer Experience plays a pivotal role in ensuring the long-term success and satisfaction of GreyOrange’s customers post-implementation. This leadership role is responsible for driving operational excellence, maximizing customer value, and acting as the strategic interface between customers and internal teams including Product, Engineering, and Program Management. This role demands a balance of operational rigor, strategic insight, data-driven decision-making, and hands-on stakeholder engagement to deliver business outcomes and enhance customer advocacy. Key Responsibilities
Strategic Customer Engagement: Build and nurture executive-level relationships with key customer stakeholders to foster solution adoption and long-term partnerships. Lead executive business reviews (QBRs/MBRs/EBRs), ensuring alignment on performance, value realization, and future roadmap. Serve as the internal voice of the customer, influencing product enhancements, roadmap priorities, and service delivery models. Operational Excellence & Performance Optimization: Oversee solution performance across assigned accounts, ensuring consistent achievement or exceeding of uptime, throughput, and fulfillment KPIs. Collaborate with customers on volume forecasting, peak season preparedness, and operational planning. Utilize data analysis tools such as SQL, Grafana, and Power BI to derive actionable insights for system optimization. Customer Success & Advocacy: Drive key metrics including CSAT, NPS, AMC renewals, and service utilization. Lead onboarding, system adoption, and customer maturity initiatives through structured enablement. Develop and execute comprehensive customer success plans with measurable milestones and improvement initiatives. Cross-functional Collaboration & Delivery: Partner with Product, Solution Architecture, and Engineering teams to plan and execute feature rollouts, upgrades, and customizations. Lead change request discussions with customers, ensuring clarity on scope, timelines, and impact. Establish robust governance mechanisms for proactive issue management and SLA adherence. Team Leadership & Process Improvement: Lead and mentor a team of Customer Experience professionals, fostering a culture of continuous learning and customer-centricity to deliver consistent service and measurable business impact. Set clear goals, drive accountability, and facilitate knowledge sharing and development of best practices across regions and accounts. Identify and implement process improvement initiatives to enhance customer experience, operational efficiency, and scalability. Key Performance Indicators (KPIs)
Software & hardware uptime > 90% High MTBF and minimized MTTR SLA adherence and issue resolution turnaround AMC renewals and upsell opportunities Accuracy and cadence of reporting Required Qualifications
10–12 years of experience in Customer Experience, Technical Account Management, or Post-Sales Operations, preferably within tech, SaaS, or automation domains. Proven experience managing large, complex B2B customer accounts. Strong background in data analytics and reporting, with hands-on experience in SQL, Grafana, Power BI, or equivalent platforms. Ability to translate complex data into actionable insights for operational optimization and executive decision-making. Exceptional executive communication, stakeholder management, and problem-solving skills. Prior experience in warehouse automation, robotics, logistics, or supply chain is a significant plus. Ability to operate effectively in a fast-paced, matrixed, global environment with minimal supervision. GreyOrange provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or 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. Job Details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Supply Chain Industries: Software Development
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