Job Description

Lead and manage Customer Success initiatives, including overseeing regional Customer Success Engineers and the Technical Writer team to ensure top-quality training resources and documentation, facilitating easy product use and successful customer outcomes.

Develop and refine customer support processes, including managing a comprehensive knowledge base, deploying diagnostic tools for proactive monitoring, and implementing a tiered support strategy to efficiently address technical issues.

Create and continually improve customer onboarding and training programs, including specialized workshops, targeted training tailored to specific needs, and partnerships with external training providers.

Develop and regularly update Product Datasheets and Design Requirements. Design test scenarios for validation, ensuring thorough documentation and effective product testing.

Monitor and analyze customer usage patterns and feedback, conducting periodic review meetings and maintaining a real-time feedback loop to identify opportunities for product improvement and increased engagement.

Collaborate with Sales and Marketing teams to align customer retention and growth strategies, and lead cross-functional initiatives based on customer feedback to enhance product features.

Provide critical input to Product Management regarding technical requirements for current and future products, advocating for customer perspectives in product strategy discussions.

Manage and lead escalated customer support efforts by effectively tracking, prioritizing, and escalating day-to-day quality issues, bug fixes, and feature requests to engineering, ensuring timely resolution and continuous product improvement.

Oversee the creation and distribution of detailed release notes and ongoing technical communications to customers, ensuring they are consistently informed about the latest product updates and features. This role focuses on providing customers with the knowledge and resources needed to optimize their use of our products.

Organize and lead periodic events such as quarterly webinars and live-stream sessions to demonstrate new product features and educate customers on complex setups.

Qualifications

Minimum qualifications are required to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

Minimum Qualifications: - Experienced executive in the intralogistics autonomous robotics industry - Worked as an executive for robotics vendors or system integrators - Engineering degree - Worked as a business/customer support/sales/product executive positions

Preferred Qualifications: - Business degree -

Requirements listed would be obtained through a combination of industry relevant job experience, internship experiences and or schoolwork/classes/research.

Inside this Business Group

Corporate Strategy Office is chartered to support the executive office in driving corporate initiatives, including near and long-term strategy, major cross-group decision making and ensuring cross-company alignment. To deliver to that mission, the team owns shaping, driving and synthesizing insights to directionally orient trends as well as long range strategic planning/visioning , cross company alignment and greenfield innovation. Communications are essential to drive alignment so there is a focus on communications, community and acumen development. The team is ccommitted to ensuring that Intel efforts are aligned to, and actively driving success toward the most impactful business strategies.

Posting Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Benefits

We offer a total compensation package that ranks among the best in the industry. It consists of competitive pay, stock, bonuses, as well as, benefit programs which include health, retirement, and vacation. Find more information about all of our Amazing Benefits here. (https://jobs.intel.com/en/benefits)

Working Model

This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site. In certain circumstances the work model may change to accommodate business needs.