Note: The job is a remote job and is open to candidates in USA. Hai Robotics is revolutionizing warehouse automation with intelligent robotics systems. The Customer Service Project Manager will manage service, implementation, and small project initiatives for assigned customers, ensuring successful deployment and ongoing support while acting as the primary point of contact post-deployment.
Responsibilities
- Serve as the primary point of contact for assigned customers following implementation
- Coordinate and lead the handover process from new business/project delivery teams to customer service
- Take ownership of the customer during the hyper care phase, ensuring a smooth transition to steady-state operations
- Establish clear communication channels, expectations, and success criteria during transition
- Build strong customer relationships, ensuring high satisfaction, retention, and alignment on goals
- Plan and manage small to mid-sized customer projects, including system upgrades, feature enhancements, workflow changes, and remediation efforts
- Define project scope, objectives, timelines, and deliverables in alignment with customer and internal stakeholders
- Develop and maintain project plans, track milestones, and ensure on-time delivery
- Coordinate cross-functional resources (engineering, support, operations, HQ) to execute project tasks
- Identify risks, dependencies, and blockers, and proactively drive mitigation plans
- Lead project meetings, including kickoff, status updates, and post-implementation reviews
- Ensure proper documentation of requirements, changes, and outcomes
- Validate successful project completion, including customer acceptance and transition to support
- Coordinate and track resolution of customer issues, including bug fixes, onsite repairs, and root cause analyses (RCAs)
- Act as the central point of coordination during hyper care, ensuring rapid response and resolution of post-go-live issues
- Partner with internal teams and HQ to resolve implementation and operational challenges
- Serve as the escalation point for service, implementation, and quality concerns
- Manage customer-specific change requests and enhancements, including scoping, documentation, approvals, and execution
- Identify opportunities for system improvements, additional services, and operational efficiencies
- Drive adoption of new features, workflows, and best practices within the customer’s operation
- Track and report on customer-level KPIs, including issue resolution timelines, project delivery performance, and system stability post-go-live
- Monitor hyper care performance and ensure defined exit criteria are met before transitioning to steady-state support
- Identify recurring issues and lead continuous improvement initiatives
- Provide feedback to product and engineering teams to address gaps and improve offerings
Skills
- Bachelor's degree in Engineering, Business, or a related field (or equivalent experience)
- 3–7 years of experience in project management, customer success, service operations, or technical support
- Proven experience managing small to mid-sized projects in a technical or operational environment
- Strong background in issue resolution and cross-functional coordination
- Excellent communication, organizational, and stakeholder management skills
- Experience working with global teams, including HQ and engineering groups
- Customer-first mindset with strong ownership and accountability
- Ability to manage transitions, ambiguity, and competing priorities
- Strong problem-solving and analytical skills
- Proactive, detail-oriented, and execution-focused
- Ability to translate technical details into clear, actionable communication
- Candidates must be authorized to work in the United States/Canada and must provide proof of eligibility upon hire in accordance with federal regulations
- Travel up to 40%
- Experience supporting customer transitions from implementation to operations (hyper care experience strongly preferred)
- Familiarity with project management tools (e.g., Smartsheet, Asana, Jira) and CRM/ticketing systems (e.g., Zendesk, ServiceNow) is a plus
- Experience in warehouse automation, robotics, or industrial equipment preferred
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