About Us
autone is reimagining the future of retail with cutting-edge AI-driven intelligence, empowering brands to make smart, waste-free decisions that drive growth and efficiency. Trusted by over 50 global brands, we blend advanced AI and deep retail expertise to unlock seamless collaboration between supply chains and human insight. The result? Reduced inventory waste, boosted sales, and precise forecasting that saves money and enhances operations - all while empowering teams to focus on what they do best.
Founded in London in 2021 and backed by industry giants like Y Combinator & General Catalyst, autone is moving fast to transform retail as we know it. Join us on this journey to a smarter, more agile future.
Role Overview:
As a
Senior Customer Experience manager at autone, you will play a critical role in ensuring our customers achieve rapid time-to-value from our platform. You will guide new customers through their onboarding journey, setting them up for long-term success while aligning closely with the Customer Success team to drive long term growth and retention. Your focus will be on understanding customer goals, tailoring implementation plans, and acting as a trusted advisor from day one.
Key Responsibilities:
- Customer Onboarding:
- Own the onboarding process, from kick-off to successful platform adoption for your customer portfolio.
- Collaborate with the Customer Success team and the implementation (delivery) team to define project timelines, key milestones, and success metrics.
- Gain a deep understanding of customer processes and objectives, and serve as a strategic advisor to configure autone in a way that aligns with the customers goals and drives measurable outcomes.
- Train users on Autone’s platform, ensuring they are equipped to leverage its full potential.
- Customer Success Alignment:
- Work closely with the Customer Success team to set customers up for long-term success with a data driven mindset.
- Provide detailed handovers, including key insights and customer context, to ensure a seamless transition to ongoing account management.
- Support the Customer Success team during Quarterly Business Reviews (QBRs) by providing data on adoption, usage, and potential growth opportunities.
- Strategic Guidance:
- Act as a strategic advisor, helping customers align Autone’s capabilities with their business goals.
- Identify expansion opportunities within accounts and provide early-stage support for upsell conversations.
- Proactive Problem Solving:
- Identify potential roadblocks in the onboarding process and proactively resolve them.
- Collect customer feedback and share insights with product and engineering teams to drive continuous improvement.
- Customer Advocacy:
- Build deep relationships with customers, becoming their trusted partner.
- Champion the customer’s voice within Autone, influencing product roadmaps and support strategies.
- Metrics and Reporting:
- Track and report on onboarding KPIs, including time-to-value, product adoption, and customer satisfaction.
- Use data to refine onboarding processes and improve customer outcomes.
Skills and Qualifications:
- Fluency in Italian and English is mandatory.
- 5-10 years of hands-on experience in supply chain functions within the retail industry, specifically in roles such as merchandise planning, demand forecasting, inventory management, allocation, or replenishment.
- Strong project management skills with a track record of delivering complex implementations.
- Excellent communication and relationship-building abilities.
- Data-driven mindset with the ability to translate customer goals into measurable outcomes.
- Comfortable working in a fast-paced, high-growth environment.
Why Join Autone?
- Be part of a fast-growing, high-impact company changing the future of retail.
- Work alongside a passionate, driven team focused on customer success and innovation.
- Enjoy a flexible work environment with opportunities for personal and professional growth.
