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Customer Success Technical Specialist

2 months ago

San Francisco, California, United States Guidewheel Full time
Job Overview

Guidewheel is experiencing a significant growth phase, and delivering exceptional technical assistance to our clients is crucial for our long-term objectives. The Technical Account Manager will be instrumental in onboarding and supporting clients across North America, ensuring they effectively implement and derive value from Guidewheel's solutions. This position is remote-first, focusing on assisting clients within North American time zones.

This role demands outstanding customer-facing communication skills through remote technologies, the ability to swiftly comprehend a client's business, troubleshoot technical challenges, and comfortably articulate technology products to diverse user groups.

Success in the Technical Account Manager position will be evaluated based on:

  • Time taken for successful implementation of Guidewheel solutions post-sales
  • Resolution of technical issues faced by clients
  • Client satisfaction with Guidewheel, measured through Net Promoter Score (NPS)

Working closely with the Head of Customer Experience, responsibilities will include:

  • Assessing the client's existing machine infrastructure
  • Preparing and procuring necessary equipment for Guidewheel installation
  • Guiding clients through the installation process
  • Conducting initial configuration and data verification within Guidewheel
  • Ensuring data accuracy with the client and making adjustments as necessary
  • Troubleshooting installations to identify root causes of inaccurate readings or connectivity issues
  • Configuring additional users, implementing best practice settings, and continuously auditing thresholds
  • Collaborating with Customer Success for a seamless transition
  • Providing ad hoc troubleshooting for system configurations and supporting new feature upgrades.
  • Creating documentation related to installation, troubleshooting, and best practices.

Key Responsibilities

Oversee technical functionality and success of the Guidewheel platform for clients

  • Manage technical implementation for new client accounts
  • Provide assistance for technical setup, inquiries, and issues for clients and the Guidewheel team
  • Handle customer support tickets and act as the primary technical contact for support
  • Troubleshoot IoT hardware, connectivity, or web-based applications as required

Assist clients in maximizing value from the Guidewheel platform

  • Share technical knowledge during demonstrations or training sessions as needed
  • Identify ways clients can leverage the Guidewheel system for greater value and guide them accordingly
  • Conduct health assessments for accounts to proactively identify issues or opportunities for enhanced value
  • Collaborate with Product and Customer Success teams to continually refine and enhance Guidewheel's technology

Define and optimize the ideal customer journey

  • Work with the team to outline the onboarding and ongoing support process from Guidewheel, including training, communication touchpoints, and updates on new releases
  • Represent the client's voice to inform our sales and support processes as well as the product roadmap
  • Manage direct and regular communication with clients across user groups

Qualifications

  • 2-4 years of operational experience in manufacturing environments, including knowledge of Process Improvement, Pareto Principle, and OEE
  • Entrepreneurial mindset - eager to contribute to a rapidly growing team and work directly with clients to maximize system value.
  • Ability to grasp the overall picture while meticulously following up on details.
  • Team-oriented, proactive, and self-directed - capable of initiating and driving projects across multiple organizational areas. Being a supportive teammate who can adapt in a dynamic environment with a focus on client success is essential.
  • Client-focused - a collaborative teammate who prioritizes clients as the most important aspect of success in this role.
  • Ability to prioritize tasks, take initiative, communicate effectively, and manage multiple projects and workflows simultaneously is crucial.
  • Excellent interpersonal, analytical, and communication skills, with the capability to engage with all stakeholders within the manufacturing facilities we serve, including owners, factory managers, engineers, maintenance, and data entry personnel.
  • Willingness to embrace radical candor and enthusiasm for fostering a positive organizational culture. This entails being excited to challenge oneself and colleagues, support their growth, and both give and receive constructive feedback.
  • Fluency in both Spanish and English
  • Experience with basic electrical and telecommunications systems

Preferred Qualifications

  • Bachelor's degree in electrical engineering or a related field; or 4+ years of relevant experience or training
  • Familiarity with manufacturing operations
  • Knowledge of design thinking tools
  • Experience in a startup environment
  • Background in SaaS/PaaS or big data
  • Training in ICT is preferred
  • Proficiency in Microsoft Excel
  • Data analytics capabilities