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Senior Customer Success Manager

Company: Carbon, Inc.
Location: Redwood City
Posted on: January 19, 2023

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 - Spanish, German, or MandarinBy clicking the "APPLY FOR THIS JOB" button and submitting your job application, you agree you have reviewed the complete , which explains the categories of personal information we collect about you, the purposes for which the categories of personal information shall be used and your rights with respect to our use of such personal Information.

Keywords: Carbon, Inc., Redwood City , Senior Customer Success Manager, Executive , Redwood City, California

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