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Full-Time

Customer Success Manager

Posted on 6/28/2024

 First Resonance

First Resonance

11-50 employees

Manufacturing software for Industry 4.0 insights

Industrial & Manufacturing
Data & Analytics

Junior, Mid, Senior

Los Angeles, CA, USA

Category
Customer Education & Training
Customer Support
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Sales
Communications
Marketing
Requirements
  • Bachelor's degree in Business Administration, Marketing, Engineering, or related field.
  • Proven experience in a customer-facing role, such as customer success, account management, or sales.
  • Strong communication and interpersonal skills, with the ability to build rapport and trust with clients.
  • Solid understanding of manufacturing processes and familiarity with industry trends and challenges.
  • Experience working with software-as-a-service (SaaS) products is highly desirable.
  • Excellent problem-solving abilities and a proactive, solution-oriented mindset.
  • Ability to manage multiple priorities and thrive in a fast-paced, dynamic environment.
  • Willingness to travel occasionally to visit client sites as needed.
Responsibilities
  • Customer Onboarding: Project manage the onboarding process for new clients, ensuring a smooth transition and successful implementation of our software solutions into their manufacturing workflows.
  • Relationship Management: Develop and maintain strong relationships with key stakeholders at client organizations, serving as their primary point of contact for all post-sales activities.
  • Product Adoption: Proactively engage with clients to drive product adoption and usage, providing guidance and best practices to ensure they are maximizing the value of our solutions.
  • Customer Advocacy: Advocate for the needs and requirements of customers internally within First Resonance, ensuring their feedback is heard and incorporated into product development and improvement efforts.
  • Renewals and Expansion: Work closely with the sales team to identify opportunities for contract renewals and expansion within existing accounts, driving revenue growth through upselling and cross-selling.
  • Issue Resolution: Act as a liaison between customers and internal technical support teams to facilitate the timely resolution of any issues or concerns raised by clients.
  • Training and Education: Conduct training sessions and workshops for clients to enhance their understanding of our products and capabilities, empowering them to leverage our solutions effectively.

First Resonance specializes in manufacturing software, specifically ION Factory OS, which is tailored for Industry 4.0. This software facilitates tangible production improvements by offering real-time production insights, visual guided work plans, and extensive API and SDK integrations, enhancing connectivity across manufacturing operations. This focus on streamlining operations and connecting workflows from production to various aspects of supply chain management positions them as a key player in modern manufacturing solutions.

Company Stage

Series A

Total Funding

$22.8M

Headquarters

Los Angeles, California

Founded

2018

Growth & Insights
Headcount

6 month growth

-8%

1 year growth

-2%

2 year growth

5%
INACTIVE