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Job Summary

The Roca Robotics Account Manager is a critical member of the Customer Success organization and is responsible for managing customer relationships, driving retention, and fostering growth across Roca’s existing customer base. This role is responsible for creating an incredible onboarding experience, customer adoption of Roca products, and account growth over time. It requires a proactive, organized, data-oriented, and customer-focused professional who can balance customer relationship responsibilities with churn-mitigation, customer data analysis, system and process automation and efficiency, and customer education. The Roca Robotics Account Manager will make customers successful using Roca products. 

Essential Functions

• Recurring Revenue & Churn Mitigation

  • Own the renewals process for Software and Support subscription across assigned accounts.

  • Use customer data to proactively mitigate risk and churn. Be accountable to churn-focused KPI’s.

  • Foster customer success by understanding workstreams, usage patterns, and opportunities for the customer to be more successful by better using Roca products.

  • Collaborate with Accounting and Support teams to ensure customer issues are quickly addressed and advocate/escalate as necessary to ensure account health.

  • Provide regular updates to management and customer support teams on at-risk accounts.

  • Implement customer success workflows and automations to efficiently manage accounts according to customer segment.

  • Implement win-back strategies and workflows for customers who have churned.

• Customer Outreach & Engagement

  • Build and maintain strong, trust-based relationships with customers at multiple levels of the organization.

  • Conduct regular check-ins to understand customer goals, adoption of Roca Robotics solutions, and overall satisfaction.

  • Organize Quarterly Business Reviews (QBRs) to demonstrate Roca value realization and align with customers on future objectives.

  • Execute outreach campaigns (calls, emails, webinars) to improve engagement with customers and highlight new product features or services.

  • Act as an escalation point for account, product, or billing related issues, ensuring prompt resolution via collaboration with support teams.

• Growth & Expansion

  • Use data to upsell and cross-sell - such as expanded support packages, additional software modules, new hardware, or training services.

  • Work cross-functionally with Sales, Product, and Marketing to continuously expand the post-sales growth engine.

  • Influence customer decision-making by articulating the business value of Roca Robotics solutions.

• Internal Collaboration & Reporting

  • Partner with operations leaders to ensure alignment on customer success strategy and execution.

  • Provide actionable customer feedback to Product, Support, and Engineering teams to inform product roadmap and service improvements.

  • Maintain accurate records of account activity, and customer notes in customer management systems.

  • Ensure customer data is accurate and up to date in Roca’s customer success management tool.

  • Prepare reports and dashboards on renewal rates, churn, retention, and upsell activity for leadership review.

Secondary Functions

• Support Roca sales with creation of collateral and pitch ideation.

• Create workflows and training documentation for customer success department.

• Partner with customer support - feedback loop re:customer needs with self help and training.

Competency (Knowledge, Skills and Abilities)

• Strong interpersonal, communication, and negotiation skills with a customer-first mindset.

• Proven ability to manage multiple accounts, prioritize tasks, and meet deadlines.

• Proficiency with customer success management systems (e.g. Planhat, Churn Zero).

• Proficiency with sales CRM’s (e.g. Salesforce, Hubspot)

• Analytical mindset with the ability to interpret data and create actionable insights.

• Proven ability to collaborate cross-functionally and at times lead projects with peers and leaders from different teams.

• High degree of professionalism, integrity, and ownership.

Required Qualifications

• High school diploma or G.E.D.

• Experience using and maintaining customer management software (e.g. Planhat, Salesforce, Hubspot, Zendesk or similar)

• 3 years experience in a customer-facing field (e.g. support, customer success, sales, hospitality)

Preferred Qualifications

• Experience with project management tools like Jira and/or Monday

• Experience working with technical products such as SaaS solutions, robotics, or other similar hardware.

Physical Demands

The role involves the following physical demands on a regular basis:

• Mobility to work in a standard office setting and use standard office equipment, including a computer

• Sitting or standing for the duration of a full shift

• Ability to read a computer screen and printed materials

Work Environment

• Must be able to function in a high energy office environment for 8 hours per day

• Must be able to occasionally work a flexible schedule

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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TCGplayer, a subsidiary company of eBay, is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at careers@tcgplayer.com.  We will make every effort to respond to your request for disability assistance as soon as possible. View our accessibility info to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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