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Senior Customer Success Manager

2 months ago

Chicago, Illinois, United States Formic Full time
Job Description

At Formic, we're revolutionizing American manufacturing by making automation accessible to all manufacturers and increasing factory productivity by 10x. As a Senior Customer Success Manager, you'll play a key role in driving mutually beneficial customer relationships post-deployment by monitoring customer health and engagement, mitigating potential relationship and experience risks, and identifying growth opportunities in existing accounts.

Key Responsibilities
  • Serve as the primary consultative partner and point of contact for our customers, building strong relationships and facilitating technical, operational, training, and administrative support.
  • Oversee regular communication and site visits to assess satisfaction with deployed robotic automation systems, address relationship issues, facilitate and offer training, solicit feedback, and identify opportunities for growth and improvement.
  • Monitor and manage health and engagement by using diagnostic tools and strategic communication, identifying and mitigating potential relationship and experience risks.
  • Collaborate with Formic's Sales, Deployment, and Monitoring & Maintenance Teams to guide customers through the onboarding & deployment process.
  • Identify opportunities for growth of products and services within existing accounts, including deployment of additional like-for-like solutions, or upstream or downstream standard solutions.
Requirements
  • 5-10 years of experience in an operational leadership role in a manufacturing or repeatable production environment.
  • 3+ years of experience overseeing installation, operation, optimization, and/or maintenance of six-axis robotic automation in a manufacturing or production environment.
  • Experience working with Fanuc, Kuka, Yaskawa, ABB, Universal Robots preferred.
  • Process engineering experience: understanding of typical machine state information (faulted, ready, blocked, etc.).
  • Experience identifying and resolving issues related to automated manufacturing processes: diagnose technical, operational, or process challenges; engaging necessary stakeholders or vendors; managing upstream and downstream processes and communication.
  • Outstanding communication and stakeholder management skills; able to build trusting relationships with diverse stakeholders and audiences, and collaborate cross-functionally.
  • Ability to travel ~50% of the time to customer sites across the US, living in close proximity to a major airport.
  • Holding a current, valid driver's license and access to a vehicle.
Total Rewards

Total rewards packages at Formic consist of salaries benchmarked against similar stage growth companies, insurance (medical, dental, vision, life, STD, LTD), and equity in Formic itself. As an early stage startup, equity is an important part of our investment in you, and your investment in Formic. When Formic succeeds, we all succeed.

Final offer amounts are custom-crafted, based on the cash/equity ratio preference of the candidate, as well as their experience, geographical location and cost of labor, and more, and may vary from the range listed below. Ultimately we're seeking top performers who will make a difference to our business, and we're open to negotiating the compensation structure for the right candidate. The expected base pay range for this position is below.

Base Salary Range: $100,000—$150,000 USD

What We Look For
  • Fearless Optimism: You share our ambitious vision of what we can accomplish. You're aware of the challenges we will face as a startup doing new things in an old space, but you're energized by the incredible opportunity we have to drive change for our customers, and for the manufacturing industry at large.
  • Factories First: You have a strong customer focus, no matter who your customer is. You seek to make things easier and better for our customers, even if it makes your job a little harder.
  • Today, Not Tomorrow: There are always plenty of projects to tackle in a startup, but you prioritize, take accountability for work, and have a bias toward action.
  • Be Right Often: You don't do things just because that's how they've always been done. You keep looking for ways to improve, seek out feedback along the way, and back your decisions up with data.
  • Made of Rubber: Just like rubber, when you fall you bounce back up. You know there's going to be a lot of challenge and change in our work ahead but you are adaptable, resilient, and ready to thrive through it all.
  • Good Baton Passes: You work with a desire to make things easier and better for your team members. You use empathy to understand the needs and goals of others and support each other so Formic can be successful together.
What We Offer
  • Equity in Formic: your slice of ownership in a fast-growing Series A startup, backed by some of the best investors in the world.
  • 99% coverage on our base Medical, Dental, and Vision insurance plans (75% coverage for dependents) via Blue Cross Blue Shield and Guardian, with buy-up options, as well.
  • FSA & DCFSA.
  • Life insurance, Short-Term Disability, and Long-term Disability plans (covered at 100%) via Guardian.
  • Employee Assistance Program.
  • Paid parental leave.
  • Company-sponsored 401k.
  • Home Office Stipend for remote and hybrid roles.
  • Monthly Phone/Internet Reimbursement.
  • Flexible time off policy and 10+ company holidays.
  • Opportunity to join a talented and diverse team united behind our mission to revolutionize American manufacturing.