Senior Customer Success Manager

May 17

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Formic

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Formic's unique Robotics-as-a-Service model delivers customized industrial automation via subscription.

Robotics and Industrial Automation

51 - 200

Description

• Serve as the primary point of contact for assigned customers, serving as a resource and partner to facilitate technical, operational, training, and administrative support • Collaborate with Formic's Sales, Product & Solutions, Deployment, and Monitoring & Maintenance Teams to guide customers - particularly 1st time automation buyers - through the onboarding & deployment process • Identify, develop, and implement training approaches that speed the adoption of newly deployed systems • Monitor & manage customer health and engagement by using diagnostic tools and frequent customer interactions, identifying and mitigating potential relationship and experience risks • Oversee a regular cadence of customer checkpoints to assess satisfaction with deployed systems, address relationship issues, facilitate and offer training, solicit feedback, and identify opportunities for growth and improvement • Serve as a consultative partner for existing customers by providing customized insights and recommendations, value-added products and services, and customer-specific automation journeys for customers • Identify opportunities for growth within existing customer accounts, including deployment of additional like-for-like standard solutions, upstream or downstream standard solutions, or non-standard solutions that would be of value to our customers • Leverage understanding of customers' businesses and feedback to provide insights for new product offerings and service enhancements that Formic can create to better serve customer needs and address their challenges • Lead the build out and continuous improvement of Formic's customer enablement playbook • Collaborate with Formic's Marketing team to develop, distribute, and follow up on Formic marketing and sales collateral, new product offerings, and best practices that may be of interest or value to our customers • Visit customer sites in person as needed

Requirements

• 5+ years of customer engagement and account management - or equivalent - experience • Experience working successfully with a portfolio of automation users leading to adoption, expansion, and renewals, ideally of technical platforms or solutions • Demonstrated experience in building and maintaining highly valuable and outcome-based relationships with a diverse customer account base • Experience working with and supporting small and medium-sized businesses (SMBs), ideally in packing, production, and/or manufacturing industries • Outstanding communication skills and ability to collaborate cross-functionally • Strong interpersonal skills • Experience in a consulting, consultative sales, or similar environment is a plus • Some experience with supporting technology adoption in a manufacturing environment is a plus • Ability to travel ~50% of the time • A current, valid driver's license and access to a car

Benefits

• Equity in Formic: your slice of ownership in a fast-growing Series A startup, backed by some of the best investors in the world • 99% coverage for Medical, Dental, and Vision insurance plans (75% coverage for dependents) via Blue Cross Blue Shield and Guardian • FSA & DCFSA • Life insurance, Short Term Disability, and Long Term Disability plans (covered at 100%) via Guardian • Employee Assistance Program • Paid parental leave • Company-sponsored 401k • Home Office Stipend for remote and hybrid roles • Monthly Phone & Internet Reimbursement • Flexible time off policy and 10+ company holidays • Team- and company-wide offsites • Opportunity to join a talented and diverse team united behind our mission to revolutionize American manufacturing