Guidewheel
Our plug-and-play FactoryOps platform empowers any factory to reach sustainable peak performance.
Software • Manufacturing operations • Factory operations • Operational excellence • Machine learning
11 - 50
Customer Success Manager
August 22
🏡 Remote – New York
Guidewheel
Our plug-and-play FactoryOps platform empowers any factory to reach sustainable peak performance.
Software • Manufacturing operations • Factory operations • Operational excellence • Machine learning
11 - 50
Description
• Guide customers to value • Own the customer relationship and success. For 15-40 Guidewheel customers in the USA, you are the owner who will drive success through initial onboarding, product adoption, retention, and identifying value-add new features. You will work cross-functionally with a team of technical account managers and implementation specialists to ensure our customers are successful, and at the end of the day responsibility for the customer’s success is yours. • Deeply understand the objectives of the factories we work with and be a trusted right-hand advisor to the teams using Guidewheel • Work with the Guidewheel team and customers to repeatedly define, drive, and demonstrate the value (ROI) delivered by the Guidewheel platform • Define and optimize the customer journey • Work with the team to define exactly what onboarding + ongoing support from Guidewheel should look like including training, best communication touch points and new release updates • Represent the voice of the customer to inform our sales & support process and product roadmap • Manage direct + regular customer communication across users • Own customer experience, renewals, and upsells • Enable successful roll-out of Guidewheel to users across the factory as an essential business tool, leading trainings both virtually and in person • Own contract renewals, growth, and upsells for customers by understanding their business needs and helping them succeed • Identify opportunities for customers to act as Guidewheel advocates (e.g. testimonials, case studies) • Set clear expectations and provide support to ensure a positive experience for customers at every level.
Requirements
• Direct SaaS Customer Success experience, with world-class results guiding customers to operationalize technology and quantify results. • Excellent interpersonal, analytical, and communication skills, with the ability to work with all stakeholders within the factories that we serve including but not limited to operations leaders, factory managers, engineers, and maintenance teammates. • Extensive experience personally managing high-level customers, including executive presence and effectiveness interacting solo with C-level audiences. • The ideal candidate will have direct experience within a startup, building many aspects of a successful startup 'Customer Success engine,' including ideal customer profiles and buyer personas, implementation, customer onboarding, training, customer retention, team recruiting, learning and development, compensation plans, CRM and reporting systems, expansion pipeline and reports, and scalable processes.
Benefits
• Grow with a team that believes developing talent is important, and is building that as a core strength of the company from day one. • Be a leader in the organization, leading the way for future hires and mentoring junior team members as they join. • Have influence and impact on the full customer journey. • Work with a team of world-class talent.
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