Technical Customer Success Manager

2 months ago


New York, United States Talnt Full time
Job DescriptionJob Description

Responsibilities:

  • Create quantifiable project plans with clients based on each clients needs, constraints, and factory setup
  • Ensure factories use production data effectively to increase capacity, quality, and ROI
  • Track and record cases of factory improvement and ROI
  • Oversee overall client renewals and installation expansion
  • Maintain relationships with client engineers and senior management
  • Record, distill, and deliver client feedback to executives and Product to incorporate into future platform development and go-to-market strategy
  • Conduct Quarterly Business Reviews with client executives to consult on client strategy, business objectives, and their coordination with our value proposition

Qualifications:

  • 3+ years of experience working in manufacturing on process optimization or digital adoption, either as a Consultant, Engineer, Lean Expert, or as a customer success representative for a third-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

Preferred Qualifications:

  • Business management experience: operations management, engineering management, or similar
  • Understanding of factory and manufacturing financials
  • Experience translating business problems into technical solutions
  • Not your classic customer success role; must have manufacturing experience and have worked in a fast-paced vendor setting
  • Requires an engineering or computer science degree
  • Must handle a variety of different clients, up to a maximum of 10, with a real white-glove service approach
  • Candidates focused on NPS are not a fit


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