About the job
About Rapyuta Robotics
Founded in 2014 as a spin-off from ETH Zurich, Rapyuta Robotics Inc. is a pioneering robotics company dedicated to enhancing lives through connected machines. Our vision is to create a society where automation empowers people to engage in more intelligent and creative work. With cumulative funding of approximately 10.6 billion yen, we offer solutions that connect various types of robots on a unified cloud-based platform, 'rapyuta.io', optimizing route planning and task allocation through swarm control AI.
In the logistics sector, we integrate picking assist robots, automated warehouses, and automated forklifts on a single cloud infrastructure, achieving productivity improvements and flexible automation without extensive renovations to existing warehouses.
Award-Winning Solutions
- Rapyuta PA-AMR (Picking Assist Robot): Doubled picking productivity and captured approximately 70% market share in Japan (2023 Good Design Award winner).
- Rapyuta ASRS (Flexible Automated Warehouse): Achieved up to 10 times productivity and 2.5 times storage efficiency (2024 Good Design Award Gold Medal winner).
- Rapyuta AFL (Automated Forklift): Automated pallet transport with high-precision self-positioning, adaptable for existing warehouses (supports unmanned operation at night).
Role Overview
As Rapyuta Robotics rapidly expands its market share in collaborative picking assist robots (PA-AMR), we are enhancing our Customer Success (CS) team to maintain high-quality support for our growing customer base. We are seeking a Customer Success Associate to conduct regular follow-ups with customers who have achieved stable operations and to streamline team efficiency.
This position demands clear and patient communication, especially for customers unfamiliar with robots or work processes. The ability to convey information in a way that adjusts to the customer's level of understanding is essential, as nuances in language can significantly impact reassurance and comprehension.
Managing multiple clients simultaneously, you will also be responsible for generating regular reports, addressing initial inquiries, and ensuring accurate internal handovers. Experience in customer service or sales, where you've successfully managed numerous client interactions without oversight or errors, will be beneficial. Even those without experience in robotics or customer success can thrive here if they have experience communicating with corporate clients.
You will collaborate with account managers to follow up with customers who have transitioned to stable operations, focusing on providing attentive communication and accurate support tasks rather than complex technical troubleshooting. There is also the potential for career advancement to a Customer Success Manager (CSM) role, where you can engage in deeper problem-solving proposals.
- Skills Developed in This Role
- Practical skills in prioritizing tasks, designing workflows, and preventing oversight while managing multiple clients.
- Communication skills to organize inquiry content and articulate key issues to stakeholders accurately.
- Fundamentals of data aggregation and reporting (ability to explain situations based on data).
- Understanding of systematization and operational improvement through FAQ/manual enhancements.
- Onboarding Experience
- Upon joining, you will progressively learn about product fundamentals, common inquiries, and reporting templates, expanding your responsibilities while utilizing templates and peer reviews as guidance.
- Career Advancement
- After becoming proficient, you can explore improvement proposals and operational design for assigned clients, advancing to a CSM role or leading business improvement and knowledge operations, tailored to your aspirations.
Key Responsibilities
- Customer Follow-up
- Regular Report Distribution: Aggregate operational and productivity data to create and send monthly/weekly reports, including feedback management.
- Regular Check-ins: Conduct periodic contacts via email or online meetings to inquire about any issues customers may be facing.
- Initial Inquiry Handling
- Serve as the primary contact for customer inquiries via phone or chat.
- Respond to basic questions such as usage inquiries.
- Accurately escalate technical issues that cannot be resolved independently to engineers or senior CS team members.
- Documentation and Knowledge Management
- Manage 'Rapyuta Navi': Update and maintain the customer help center (FAQ site and manuals).
- Support Document Creation: Assist in drafting or revising customer-facing materials and internal operational manuals.
Requirements
- Essential Qualifications
- Strong Learning Ability and Adaptability: Must quickly assimilate operational knowledge and product understanding to progressively engage in improvement proposals and business design.
- Experience in Corporate Customer Interaction (2+ years preferred): Must have experience in corporate sales or customer service, where you effectively listened to customer needs, provided clear explanations, and facilitated next steps.
