Customer Success

Description:

XTEND Defense, a leader in advanced robotic systems for remote operations in complex environments, is seeking a passionate Customer Success representative for the defense industry. You'll ensure client success with our cutting-edge technology, acting as their primary advocate and strategically promoting XTEND's objectives.

Responsibilities:

• Deeply understand customer needs, cultivate strong partnerships, align expectations, and drive exceptional customer satisfaction.
• Lead and execute comprehensive implementation plans for end-users, ensuring seamless onboarding and optimal product utilization.
• Collaborate closely with internal departments (Programs, Engineering, QA, Operations) to deliver a cohesive and superior customer experience across hardware and software solutions.
• Partner with the CS Manager for daily/weekly briefings, proactively addressing customer needs and strategically promoting company goals.
• Manage the company’s customer trainings & manuals to deliver an outstanding training 

• Up to 1 year of experience in customer-facing roles, with a required background in the defense industry
• A people person
• Ability to travel up to 30%.
• Exceptional written and verbal communication skills in English.
• Proven ability to lead and coordinate complex, cross-functional projects.
• Strong technical aptitude and understanding.
• Proactive, achievement-oriented, and highly motivated.
• Ability to work autonomously with minimal supervision.
• Innovative and creative problem-solving skills.
• Excellent multitasking and prioritization abilities.
• Strong problem-solving and analytical skills.
• Hardworking, passionate, and a quick learner.

Nice to have

• Experience with drone/UAS program support
• Drone piloting License (a plus)
• Training background and/or technical writing skills
• Proficiency with CRM tools such as Monday, Microsoft Office Suite, Microsoft Forms, and Confluence