Trexo Robotics (W19)
Wearable robots to help people walk, starting with children with Cerebral Palsy.

Customer Success Manager

$55k - $75k0.10% - 1.00%

Toronto, Canada / Remote
Full-time
1+ years
About Trexo Robotics

We're here to make a dent in the universe... At Trexo Robotics, we're solving big problems that have a big impact.

Trexo Robotics is on a mission to redefine mobility solutions for all people. We want to create devices that are affordable, designed with the user in mind, and can be used at home. Fundamentally, we are driven by the belief that people should have access to enabling technologies.

Wearable robots for children are only the beginning, we're looking for individuals who will join us on this incredible journey to build wearable robots for all.

At Trexo Robotics you will find a flat organization where you can work with highly optimistic, low ego and exceptionally talented individuals who look forward to solving hard problems.

About the role

About us Trexo Robotics (YC W19) is enabling mobility by building powered wearable robots. Our first product is a robot for children with movement disorders such as Cerebral Palsy and it allows kids to walk, in many cases for the first time in their lives. The device is currently being used by families and the best hospitals across North America.

Trexo Robotics Trexo Robotics Trexo Robotics

As a CSM, you will work on deploying Trexo devices to customers (both families and hospitals) across North America and manage the customer journey. Our work doesn’t stop here, we are constantly working towards building mobility solutions for all. At Trexo Robotics you will find a flat organization where you can work with highly optimistic, low ego, and exceptionally talented individuals who look forward to solving hard problems.

About you

  • You are detail-oriented and methodical
  • You thrive in unknown situations. You can apply logical reasoning, find solutions, and lead
  • 2+ years experience working in Customer Success roles
  • Excellent interpersonal skills and high levels of emotional intelligence
  • Ability to document and troubleshoot technical problems
  • Have an unrestricted drivers license
  • Can travel between Canada and USA

What you’ll do

  • Perform video-based customer training to excited customers receiving their Trexo.
  • Provide check-ins on regular intervals after deployment
  • Build KPIs to track the customer satisfaction and team's performance
  • Manage multiple Clinical studies and the stakeholders involved.
  • Manage customer payments during deployment, and renewals
  • Reply to individual customer queries on a daily basis (we have chat groups with each user)
  • Create tickets based on customer issues and triage
  • Create shipments for returns and service parts
  • Identify trends in customer issues and fixes being sent out
  • Manage case reviews to ensure all documentation and data is ready to go before delivery
  • Troubleshoot electrical, mechanical, software issues by looking at logs or via video calls
  • Manage the fleet of robots and complete software upgrades as needed
  • Develop training plans and videos to streamline the support/training process
  • Provide feedback to the engineering and production teams on issues and suggestions by users

Nice to have

  • Understanding of human kinematics
  • Experience working with Javascript/shell scripting
  • Experience working with Airtable

Technology

Trexo Robotics (YC W19) is enabling mobility by building powered wearable robots (https://youtu.be/3LW4LJIpa2o). Our first product is a robot for children with movement disorders such as Cerebral Palsy and it allows kids to walk, in many cases for the first time in their lives. The device is currently being used by families and the best hospitals across North America.

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