Customer Care, Customer Success & Project Management Specialist

SoftBank Robotics is a global leader in robotics and intelligent automation solutions, helping organizations transform operations through innovative technologies.

Our solutions serve customers across Facilities Management, Hospitality, Healthcare, Retail, Logistics, and Food & Beverage sectors.

Through a combination of robotics, IoT technologies, AI-driven analytics, and digital transformation platforms such as SBX, we enable organizations to improve operational efficiency, service quality, customer satisfaction, and business performance.

As our business continues to expand across EMEA, we are seeking an exceptional Customer Care, Customer Success & Project Management Specialist to help ensure our customers and partners achieve maximum value from their investment in SoftBank Robotics solutions.

This is a highly visible, customer-facing role that combines customer success, technical support, project coordination, and operational excellence.

You will serve as the primary point of contact for customers, distributors, and service partners across the EMEA region, ensuring an outstanding customer experience throughout the entire customer lifecycle—from onboarding and deployment through ongoing support, adoption, and expansion.

The successful candidate will take ownership of customer issues, coordinate cross-functional resources to drive timely resolutions, manage customer success initiatives, and support deployment and improvement projects across the region.

You will play a critical role in ensuring high levels of customer satisfaction, retention, and advocacy while helping SoftBank Robotics continuously improve products, services, and customer experiences.

· Own and manage the SoftBank Robotics EMEA customer and partner support function, ensuring exceptional service levels and customer satisfaction.

· Act as the first point of contact for customers, distributors, and service partners regarding technical and operational inquiries.

· Respond to customer requests received through email, telephone, ticketing systems, and live chat channels.

· Diagnose, troubleshoot, and coordinate resolution of technical and operational issues.

· Take ownership of complex customer challenges and manage them through to successful resolution.

· Ensure support cases are managed efficiently, professionally, and within agreed service level targets.

· Build strong, long-term relationships with customers, distributors, and strategic partners.

· Drive customer adoption and utilization of SoftBank Robotics solutions.

· Monitor customer health indicators, satisfaction levels, and engagement metrics.

· Proactively identify risks to customer satisfaction or retention and implement corrective actions.

· Conduct customer reviews and success discussions to ensure customers achieve their desired business outcomes.

· Manage and respond to customer feedback gathered through NPS, CSAT, and other customer experience programs.

· Work with our local Sales team in UAE and KSA to ensure successful Proof-of-Concept and Deployment.

· Ad-Hoc sales support tasks

· Support customer onboarding, deployment, and implementation projects across the EMEA region.

· Coordinate activities between customers, service teams, logistics, technical support, and product teams.

· Track project milestones, deliverables, and timelines to ensure successful execution.

· Manage project documentation, status reporting, and stakeholder communications.

· Identify project risks and coordinate mitigation plans.

· Support Proof of Concept (PoC) activities, pilot deployments, and rollout programs.

· Analyze support trends, recurring issues, and customer feedback to identify improvement opportunities.

· Escalate systemic issues and collaborate with Product Management, Engineering, and Operations teams to drive resolution.

· Develop and maintain support documentation, knowledge bases, troubleshooting guides, and best practices.

· Design and implement scalable customer support processes and operational workflows.

· Contribute to continuous improvement initiatives that enhance customer experience and operational efficiency.

· Develop customer-facing educational materials, user guides, and self-service resources.

· Create engaging content that empowers customers to independently resolve common issues.

· Deliver training sessions for customers, distributors, and service partners.

· Promote robotics best practices and operational excellence among customers.

· Work closely with logistics and service teams to ensure timely delivery of spare parts, repairs, replacements, and service interventions.

· Coordinate communication between customers and internal teams throughout service processes.

· Monitor and report on key customer success and support metrics.

· Use data-driven analysis to recommend improvements to products, processes, and customer engagement strategies.

· Minimum 3–5 years of experience in Customer Success, Customer Support, Technical Support, Service Operations, Project Management, or a related customer-facing role.

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working with technology, robotics, automation, SaaS, IoT, or digital solutions is highly desirable.

· Proven track record of managing customer relationships and resolving complex customer issues.

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coordinating projects involving multiple stakeholders and cross-functional teams.

· Strong customer service mindset with a passion for delivering exceptional customer experiences.

· Excellent verbal and written communication skills.

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using customer support platforms such as ODOO, HubSpot Help Desk, Zendesk, Freshdesk, Salesforce Service Cloud, or similar solutions.

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using project management platforms.

· Strong problem-solving and troubleshooting capabilities.

· Ability to quickly learn and develop expertise across the SoftBank Robotics product portfolio.

· Excellent organizational skills with strong attention to detail.

· Strong project coordination and stakeholder management skills.

· Comfortable working with both technical and non-technical audiences.

· Ability to analyze support data and create meaningful reports and recommendations.

· Highly organized, proactive, and self-motivated.

· Strong sense of ownership and accountability.

· Solution-oriented with a continuous improvement mindset.

· Able to prioritize multiple initiatives in a fast-paced environment.

· Collaborative team player with excellent interpersonal skills.

· Adaptable and comfortable working in a growing, dynamic organization.

· Willingness to be hands-on and actively engage with products, systems, and customers.

· Flexibility to support customer deployments and business-critical activities outside standard working hours when necessary.

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working within EMEA and the UAE and/or Saudi Arabia is highly desirable.

· English and preferable Arabic.

Other European language is beneficial.