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BrightDrop Customer Success EP Solution Analyst

Description

At BrightDrop, we are reshaping e-commerce by developing smarter, greener, and more efficient ways to deliver goods and services to your door, while delivering a brighter future for the cities where we live. We are building an ecosystem of all-electric, zero-emissions delivery solutions – from electric vehicles, to ePallets and software that leverages real-time data to drive intelligent optimizations for e-commerce. To deliver on our mission we are growing fast and building a team, based in Palo Alto, with offices in Atlanta and Detroit, that is customer-focused, agile and passionate about innovating for a more sustainable future.  

From engineering to product management and operations, BrightDrop is looking for people who can combine a passion for technology and sustainability with high doses of curiosity and rigorous thinking to deliver a better future. 

Backed by General Motors, BrightDrop is striving to improve the communities where we live and deliver a better future for generations to come. We hope you’ll join us. 

In order to meet business objectives, the BrightDrop team is looking for  Customer Success EP Solution  Analyst  to develop and execute all demonstration unit activities towards the achievement of profitability and growth for the entire BrightDrop portfolio. 

Responsibilities  

  • Lead clients during the product evaluation phase of BrightDrop products 

  • Own all customer onboarding activities associated with product evaluations and rollout 

  • Provide on-site training of both software and hardware product to end users 

  • Provide on call support during evaluation and rollout process to answer questions and provide troubleshooting steps to resolve issues as necessary 

  • Serve as a product subject matter expert during product evaluations and rollout 

  • Immerse yourself in your client’s business to actively identify additional use cases for BrightDrop products 

  • Actively participate in customer’s on-site business activities with the goal of driving user adoption of BrightDrop’s products  

  • Drive issue resolution both internally and externally to remove barriers that prevent user adoption of BrightDrop products 

  • Provide on site customer support during the demonstration / evaluation process as needed 

  • Lead process evaluation and recommended steps to integrate BrightDrop products into customer’s standard operating procedure 

  • Ensure effective follow up both internally and externally is practiced on a timely basis 

  • Partner with Client Solutions team to develop and organize strategy of EP demonstration deployment to clients 

  • Partner with Client Solutions team to establish KPI benchmark and success criteria for product evaluation 

  • Lead customer in scheduling demonstration / evaluation unit delivery 

  • Provide feedback internally to refine demonstration / evaluation strategy that will scale to support rapid growth of interest from clients 

  • Review major account plans of demonstration units with Client Solutions team to track progress 

  • Proactively monitor and report on product usage, issues, and customer feedback & report to necessary stakeholders 

  • Summarize demonstration experience and results per customer 

  • Develop strong relationships at all levels internally to ensure the best outcome for demonstration products . 

  • Communicate customer requests to BrightDrop product team for roadmap consideration   

  • Ensure proper maintenance and delivery of demonstration units 

  • Proficiently and effectively execute the Pre-Delivery and delivery of demonstration / evaluation units with customers 

  • Provide regular updates on evaluation performance metrics to internal stakeholders & customers 

  • Remain proficient regarding updates to products, services and processes 

  • Attend and actively participate in industry meetings, sales events and trainings to keep abreast of the latest developments as appropriate to learn extensive knowledge for proper demonstration unit deployment 


Additional Description

Requirements:  

  • 3+ years customer facing experience or product specialist roles  

  • Experience in logistics, e-commerce grocery, or campus operations preferred 

  • Bachelor’s degree or equivalent experience 

  • Travel required. Must be able to travel up to 75% within the United States and Canada 

Desired Skills:  

  • Ability to build strong relationships and influence business partners 

  • Strong organization and planning skills 

  • Ability to balance conflicting priorities while maintaining effectiveness 

  • Outstanding oral and written communication skills that involves understanding the audience; getting the message across; presenting information effectively; and communicating openly 

  • Ability to thrive in a fast-paced, innovative, rapidly evolving industry and organization; comfortable with ambiguity 

  • High degree of computer skills to develop, maintain, and analyze data; Skilled in the use of Microsoft Word, Excel, PowerPoint and CRM account management applications 


About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us 

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Benefits Overview

The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
• Company and matching contributions to 401K savings plan to help you save for retirement;
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values; 
• Tuition assistance and student loan refinancing;
• Discount on GM vehicles for you, your family and friends.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers.   We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

Equal Employment Opportunity Statements

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com . In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.