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Technical Customer Success Manager
3 months ago
About Oden:
We are in a new industrial revolution. Access to manufacturing analytics has transformed from a luxury to a necessity for running a thriving factory. Labor shortages, increased material costs, fragile supply chains, rising global demand, and more advanced product designs mean it's more important than ever for manufacturers to be agile and efficient. Leading manufacturers partner with Oden Technologies to leverage data in their day-to-day operations, enabling them to excel in this highly competitive and ever-evolving landscape.
One of the driving forces behind this change is the challenge of hiring and retaining front-line staff, as the industry often faces annual turnover of over 70%. Knowledge transfer and training are impeded by fragmented and siloed manufacturing data. We are revolutionizing the way plant-floor staff access and use data, helping workers become domain experts and high performers, faster.
Our manufacturing analytics solution aggregates and translates billions of data points generated in production into actionable intelligence for engineering and operations teams. With Oden, they gain unprecedented insights that drive a rapid and impactful decision-making process. No longer do they need to rely on IT, analysts, or data scientists-our solution empowers front-line teams to make independent, data-driven decisions. This democratizes decision-making,fosters a better working environment for front-line staff, and saves millions of dollars worth of wasted material, energy, and time per factory every year
Join a team solving real, impactful, and challenging problems. Let's shape a future where manufacturers and their front-line teams are equipped with the tools and knowledge to thrive in this new era of industry.
You:
- Care about the mission of the product and company.
- Are never satisfied with the way things are, but excited about the way things could be.
- Embrace data and different technologies and want to see how they can work together.
- Empathize with customer needs and enjoy novel ways of posing and solving their problems.
- Live by transparent and scientific thinking. You put in the work to find the best ideas with those around you.
- Are happy to put on steel toe boots and hit the factory floor to work with the production manager.
The Role:
As an Oden CSM, you will be our clients' main point of contact and will build long-lasting partnerships to ensure overall success of their experience with Oden. You will be responsible for coordinating all enablement for the client, helping them derive quantifiable value and adopt the most useful components of the Oden system in the context of their larger digital transformation journey. This will require growing relationships at all levels of the business and across Engineering, Operations, Quality, and IT. As the key touch-point between Oden and our customers, you will also play an important role in shaping new features and overall Product strategy.
Responsibilities:
- Creating quantifiable project plans with clients based off of each client's needs, constraints, and factory setup
- Ensuring factories use production data effectively to increase capacity, quality, and ROI
- Tracking and recording cases of factory improvement and ROI
- Overall client renewals and installation expansion
- Maintaining relationships with client engineers and senior management
- Recording, distilling, and delivering client feedback to Oden executives and Product to incorporate into future platform development and go-to-market strategy
- Conducting Quarterly Business Reviews with client executives to consult on client strategy, business objectives, and their coordination with Oden's value proposition
Minimum Qualifications:
- 3+ years experience working in manufacturing on process optimization or digital adoption, either as a Consultant, Engineer, or Lean Expert, or as a customer success representative for a 3rd-party SaaS vendor
- Technical degree in Engineering, Computer Science, or similar or equivalent experience
- Experience in identifying process or logistical constraints and using analytics or statistical process control to alleviate them
- Experience building close relationships with executives and engineers to understand their needs and see a solution through to completion
- Curiosity and enthusiasm about technology
- Exceptional communication skills
- Strong project management and self-organization skills
Nice to Have:
- Business management experience: operations management, engineering management or similar
- An understanding of factory and manufacturing financials
- Experience translating business problems into technical solutions
What We Offer You:
- Measurable impact to the world and the chance to help real people - innovators, engineers, operators - produce more with less waste
- Exposure to many tech disciplines, most of which are rapidly evolving.
- A bridge between the physical and cloud worlds of tech. Our platform unites big data visualizations with sensors, M2M tech, and heavy industrial equipment.
- A platform that has the potential to evolve beyond what we have envisioned now.
- Scientific and transparent thinking, for everyone involved.
- Backing by world leaders of both industry and tech that will ensure long term growth and development for us.
We're an equal opportunity employer (EOE).
Diversity at Oden means building a team that is rich across all boundaries of race, ethnicity, gender identification, sexual orientation, disability, religion, age and thinking style. We welcome all backgrounds, life experiences, and worldviews as these are the catalyst for the rapid evolution of our product and our organization. Diversity allows us to tackle new challenges, embrace change, make well-informed decisions, and ultimately Make Things Better. In alignment with our "People First" company value, Oden has a passionate internal team dedicated to the promotion of diversity and inclusion initiatives as a core component of our culture.
Our diversity initiatives apply to our practices and policies on recruiting, compensation and benefits; professional development; promotions; social activities and the ongoing development of a psychologically safe work environment.
We anticipate the base salary band for this role will be between $70,000 and $160,000, in addition to equity and benefits. This role may be hired at the Customer Success level ($70,000 to $110,000 base), the Senior Customer Success level ($85,000 to $135,000 base) or the Staff Customer Success level ($110,000 to $160,000 base). The salary at offer will be determined by factors such as the candidate's experience, knowledge, skills, and abilities, as well as internal equity among our team.
