Customer Systems Advocate

Job description

Accountabilities: Own a portfolio of customer accounts in elevated health states, serving as the primary coordination and communication point for all operational and technical issues. Monitor account health metrics such as incident volume, severity trends, and resolution timelines to identify risks and prioritize interventions. Coordinate cross-functional resolution efforts across Controls, Software, WES/WMS, infrastructure, and third-party vendors to drive issue closure. Lead and document root cause analysis (RCA) activities for major incidents, ensuring corrective actions are tracked and completed. Maintain structured issue registers, recovery plans, and customer-facing status updates to ensure transparency and alignment. Partner with incident management teams during P1/P2 events to ensure consistent communication and post-incident follow-through. Support hypercare and post-go-live stabilization efforts for high-risk customer deployments. Identify recurring failure patterns and escalate systemic issues to engineering and problem management teams for long-term resolution. Produce account-level reporting on incidents, corrective actions, and overall operational health. Requirements: 5+ years of experience in technical customer support, service delivery, or operations within warehouse automation, industrial systems, or similar environments. Strong understanding of incident management, problem management, and root cause analysis processes. Experience working with complex technical systems such as WES, WMS, PLC, SCADA, or automated warehouse technologies is highly desirable. Ability to coordinate across multiple technical teams and manage escalated customer situations with composure. Strong communication skills with the ability to translate technical issues into clear operational and business language. Proven organizational skills with the ability to manage multiple accounts and priorities simultaneously. Familiarity with ITIL frameworks and tools such as ServiceNow, Salesforce Service Cloud, or Jira Service Management. Experience in high-availability or 24/7 operational environments is preferred. Ability to travel to customer sites and provide off-hours support for critical incidents as needed. Strong problem-solving mindset with experience in structured methodologies such as 5 Whys or DMAIC is a plus. Benefits: Competitive salary range ($66,100 – $99,200 based on experience and location) Comprehensive medical, dental, and vision insurance coverage Paid time off and flexible work arrangements 401(k) retirement plan with employer support Life insurance and disability coverage Employee assistance and wellbeing programs Opportunities to work on complex, high-impact industrial technology systems Exposure to advanced automation, robotics, and large-scale operational environments Career development in a highly technical and customer-critical role How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Systems Advocate in United States. This role is a highly customer-facing, technical coordination position focused on ensuring the stability and operational health of key customer accounts in elevated support states. You will act as the central point of contact during complex incidents, helping align engineering, support, and third-party teams to resolve issues quickly and effectively. The position requires strong technical fluency in industrial automation and warehouse systems, paired with the ability to communicate clearly with both engineers and senior customer stakeholders. You will manage ongoing account health, drive incident resolution, and ensure structured follow-through on corrective actions. Operating in a fast-paced, high-stakes environment, you will play a critical role in maintaining customer trust during disruptions and transitions. This is an ideal opportunity for someone who thrives at the intersection of technical troubleshooting, customer advocacy, and cross-functional coordination.