Nicholas Jean

About Nicholas Jean

I\'m a highly experienced and versatile Director of Customer Success Operations with a proven track record of exceeding expectations. For years, I\'ve thrived in leading teams to develop strategic customer-centric solutions that drive growth and retention. My expertise spans the entire customer success lifecycle, from onboarding and engagement to relationship management and continuous improvement.RESULTS: I recently oversaw customer success for a company with >$100MM in annual revenue, driving the development of operations and strategy, while managing the company’s 41 largest multi-site logos totaling 534 individual sites and $17.1MM in ARR.CUSTOMER-CENTRIC, COLLABORATIVE LEADER: I am a team leader continually focused on building relationships to achieve highly effective teams, improving outcomes, and increasing productivity. CONTACT ME: n••••••••@gmail.comSpecialties: INDUSTRY SKILLS: Project Management Operations Strategy Relationship Management Client Service Stakeholder Management Customer Retention Data & Analytics KPI Tracking Efficiency Improvements Customer Success Operational Processes Cross-functional LeadershipPROFESSIONAL ATTRIBUTES: Solutions-focused Organized Innovative Proactive Versatile Resourceful Detail-Oriented Dynamic Analytical Strategic Collaborative Motivated Excellent Communication Skills Self-Starter Leader Problem-Solver

Experience

1. Sr Customer Experience Manager

   Symbotic

   May 2025 — Present · Charlotte, NC, US

   Managed overall system performance and account health for 7 enterprise logos across 13 individual sites within a robotics automation company, and contributing to $450MM in Annual Recurring Revenue (ARR).• Directed the development of a standardized production system and tiered operational forums, leveraging automated KPI tracking and SME-led huddles, increasing throughput by 25%, and generating $15MM.• Optimized cell automation maintenance by establishing frontline data visualizations and tiered escalation structures, reducing Mean Time to Repair (MTTR) by 60%, from 3 minutes to 1.2 minutes per event.• Partnered with Sales to launch a predictive maintenance tool that optimized robot repair schedules, saving $850K in labor, and successfully replacing unnecessary inspections with targeted interventions.• Standardized site analytics packages by eliminating underutilized and redundant reporting, reducing data credit consumption by 12% while establishing a pathway for advanced custom analytics revenue.

Education

• University of New Hampshire

  Bachelor of Science - BS

Skills

• 5s
• Leadership
• Manufacturing
• Powerpoint
• Engineering
• Microsoft Office
• Process Engineering
• Mechanical Engineering
• Lean Manufacturing
• Continuous Improvement
• Process Improvement
• Testing
• Cross-Functional Team Leadership
• Machining
• Project Management
• Management
• Microsoft Word
• Quality Assurance