Senior Customer Success Manager
Company: Carbon, Inc.
Location: Redwood City
Posted on: January 19, 2023
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Job Description:
Working at the intersection of hardware, software, and molecular
science, we are committed to delivering on the promise of 3D
printing, enabling commercial customers to go beyond basic
prototyping to 3D manufacturing. Our company is built on the idea
that diverse fields of study must come together to solve
intractable problems. We have grand ambitions to create technology
that will influence industries around the world. You will be
joining a diverse team with a vibrant culture, where team success
is as important as celebrating individual contributions. Help us
change the world and we will help you change yours.The Customer
Success team ensures that customers love us and our products. We
are held accountable to ensure customers are successful and their
experience with Carbon is positive. Customer Success Managers (CSM)
will be advocates for their customers, following up and managing
all technical inquiries, as well as ensuring the successful
adoption and utilization of Carbon products. CSMs will be expected
to listen carefully, learn quickly, respond promptly and anticipate
customer needs across a broad spectrum of industries. CSMs will
also need to delight and support their customers while efficiently
balancing all of their customers' needs. Carbon is a dynamic work
environment and CSMs will need to be flexible and adapt to a
dynamic business with ever-changing needs and priorities.This
individual contributor role will be based in Redwood City and will
work primarily with our strategic customers in the US. We are
looking for an individual who is a quick learner, passionate about
helping customers adopt new technology, and focused on helping our
customers be successful with DLS.Responsibilities: -Operate as the
lead point of contact for any service matters specific to your
accounts, including the adoption of our products, training end
users, and technical issues -Take ownership of customer issues,
including initial troubleshooting, identification of root cause,
and issue resolution or escalation -Assist with high-severity
requests or issue escalations as needed -Meet or exceed customer
expectations on response quality, timeliness of responses, and
overall customer experience -Liaise between customers and
cross-functional internal teams to ensure the timely and successful
delivery of our solutions -Excellent listening and presentation
skills, including the ability to present technical information to
key stakeholders and decision-makers -A tech-savvy individual with
the ability to quickly and effectively learn DLS technology as well
as complex hardware, software, and materials conceptsRequired
Skills: -Excellent customer-facing/interpersonal skills; profoundly
customer-focused -Excellent problem-solving skills -Proven ability
to manage multiple projects at a time while paying strict attention
to detail -Excellent verbal and written communications skills,
including working with customers in-person, over the phone, and
through email -A tech-savvy individual with the ability to quickly
and effectively learn DLS technology -Ability to train customers on
technical subjects to adopt our technology and be successful with
our products -Works well in a team to help customers be successful
-Ability to be flexible with a dynamic, growing company -Ability to
travel up to 40% of the timePreferred Skills: -BS in Engineering or
other relevant technical background or experience -3+ years
experience in a technical service or customer success role
-Experience with DLP, SLA, or FDM 3D printing technologies
-Experience working in a small company -Language skills preferred -
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Keywords: Carbon, Inc., Redwood City , Senior Customer Success Manager, Executive , Redwood City, California
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