Senior Staff Customer Success Manager, Taiwan
2 weeks ago
Founded in 2015, Shield AI is a venture-backed deep-tech company with the mission of protecting service members and civilians with intelligent systems. Its products include the V-BAT aircraft, Hivemind Enterprise, and the Hivemind Vision product lines. With offices in San Diego, Dallas, Washington, D.C., Boston, Abu Dhabi (UAE), Kyiv (Ukraine), and Melbourne (Australia), Shield AI's technology actively supports U.S. and allied operations worldwide. For more information, visit Follow Shield AI on LinkedIn, X and Instagram.
We are seeking a Customer Success Manager in Taiwan to lead customer support and service efforts across our aircraft product lines. In this role, you will be responsible for being the customer's first touchpoint for product and services integration, owning the resolution of technical problems through coordinated support workflows, and delivering world-class customer experiences that reinforce trust, satisfaction, and long-term success. As the voice of our customers in Taiwan within the organization, you will work closely with program and product management, engineering, flight operations, product delivery, and business development teams to ensure customers are delighted by the products they receive and are postured to achieve mission impacts by virtue of them.
What You'll Do:
- Primary on-site customer service and support touchpoint for end-users of SAI products and services.
- Intake, triage, and resolution of customer feedback on SAI products and services.
- Serve as the customer's advocate within the aircraft division to drive future product discussions towards mission impact.
- Assist with integration of SAI aircraft products and services into the customer fleet and operations.
- Track performance, resolution time, and satisfaction metrics to assess customer health over the lifetime of SAI aircraft product and service integration.
- Assist with establishment of sustainment programs that are sufficient to meet customer needs.
- Facilitate shipping and logistics support directly to customer sites.
- Assist account executives and program managers with customer-specific atmospherics and needs to inform successful deal capture and programmatic execution.
Required Qualifications:
- 10+ years of experience in operations, customer service, customer success, and/or technical support leadership roles.
- Experience with service-wide or fleet-specific technology integration efforts.
- Experience serving military and government customers.
- Experience serving international customers with multilingual engagement platforms.
- Strong communication and cross-functional collaboration skills, especially in a customer-facing capacity.
Preferred Qualifications:
- Experience working alongside commercial and government organizations in Taiwan.
- Relevant foreign language skills highly desired.
- Familiarity with ITAR/export compliance in customer interactions.
- Expertise in Group 3-5 UAS products and services.
Our international team members are employed through our Employer of Record (EOR) and receive a comprehensive international benefits package on top of base salary. For full details on compensation and benefits, please consult your talent acquisition partner.
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