Customer Success Manager

First Resonance is a cutting-edge technology company that specializes in providing innovative software solutions for the manufacturing industry, particularly focusing on advanced manufacturing processes such as robotics, automation, and aerospace. Our mission is to empower manufacturing teams to build the future through adaptable and efficient production workflows.

Position Overview:

First Resonance is seeking a dynamic and customer-oriented individual to join our team as a Customer Success Manager. The Customer Success Manager will play a pivotal role in ensuring the successful adoption and utilization of our software solutions by our clients. This role involves building strong relationships with customers, understanding their needs and challenges, and guiding them towards maximizing the value they derive from our products.

Responsibilities:

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

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.