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Client Success Specialist

2 months ago

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

ABOUT THE ORGANIZATION

Guidewheel is dedicated to enabling factories worldwide to achieve sustainable peak performance. Our innovative FactoryOps platform simplifies access to cloud technology for any manufacturing facility. By connecting to machines, we transform their real-time data into a cohesive, intelligent system that empowers teams to minimize downtime, enhance productivity, and continuously improve.

At Guidewheel, we collaborate with the essential factories that drive our economy, allowing you to make a tangible impact from day one. We are backed by strong investor support and foster a culture that values diversity, a growth mindset, and results. Our mission aligns closely with our business model, as expanding our reach to the world’s 10 million factories amplifies our positive environmental impact.

KEY RESPONSIBILITIES

As Guidewheel embarks on an exciting growth trajectory, the role of Customer Success is crucial to our long-term objectives. Our success hinges on our customers deriving significant value from the Guidewheel platform. The Customer Success Manager will be instrumental in onboarding and supporting clients across North America, ensuring they maximize their use of Guidewheel.

This position demands exceptional communication skills for remote interactions, a swift understanding of client operations, and the ability to articulate technology solutions to diverse user groups.

Primary Duties:

  • Drive Customer Value:
    • Manage the customer relationship for 15-40 Guidewheel clients in the USA, overseeing their success through onboarding, product adoption, retention, and identifying opportunities for additional features. Collaborate with technical account managers and implementation specialists to ensure client success, with ultimate accountability resting with you.
    • Gain a deep understanding of client objectives and serve as a trusted advisor to their teams utilizing Guidewheel.
    • Work alongside the Guidewheel team and clients to consistently define, drive, and showcase the value (ROI) provided by the Guidewheel platform.
  • Enhance Customer Journey:
    • Collaborate with the team to outline the ideal onboarding and ongoing support experience, including training, effective communication strategies, and updates on new releases.
    • Represent customer feedback to inform our sales, support processes, and product development roadmap.
    • Manage regular communication with users to ensure a seamless experience.
  • Oversee Customer Experience, Renewals, and Upsells:
    • Facilitate the successful implementation of Guidewheel as a vital business tool, conducting training sessions both virtually and in-person.
    • Manage contract renewals, growth, and upselling opportunities by understanding client needs and supporting their success.
    • Identify chances for clients to become advocates for Guidewheel through testimonials and case studies.
    • Set clear expectations and provide ongoing support to ensure a positive experience for all customers.

PROFESSIONAL REQUIREMENTS

  • Proven experience in SaaS Customer Success, demonstrating exceptional results in guiding clients to operationalize technology and measure outcomes.
  • Strong interpersonal, analytical, and communication skills, capable of engaging with various stakeholders within the factories we serve, including operations leaders, factory managers, engineers, and maintenance personnel.
  • Extensive experience managing high-profile clients, with the ability to effectively interact with C-level executives.
  • The ideal candidate will have a background in startups, contributing to the development of a successful Customer Success framework, including customer profiles, implementation, onboarding, retention strategies, team recruitment, and scalable processes.

PERSONAL ATTRIBUTES

  • Quick and thoughtful, recognizing that speed is a competitive edge and consistently striving to exceed goals.
  • Results-oriented with a proactive approach and a commitment to excellence. Highly organized with meticulous attention to detail.
  • Thrives in a dynamic environment, adept at managing multiple priorities simultaneously. Resilient and open to feedback for continuous improvement.
  • Customer-focused and dedicated to enhancing client experiences, constantly seeking to understand their needs and improve our offerings.
  • Entrepreneurial spirit, eager to contribute to a rapidly growing SaaS company, setting high standards, and achieving exceptional results.
  • A collaborative leader who fosters loyalty and trust, inspiring others and contributing beyond primary responsibilities.

BENEFITS OF WORKING WITH US

  • Join a team that prioritizes talent development as a core strength from the outset.
  • Take on a leadership role within the organization, guiding future hires and mentoring new team members.
  • Influence and shape the entire customer journey.
  • Collaborate with a team of top-tier professionals.

WORKING ENVIRONMENT

Guidewheel operates as a fully remote team, and this role will involve collaboration with colleagues across North American time zones.