Customer Success Manager

_**Join us on the journey to help build the world using applied robotics and AI**_

Novarc Technologies is a full-stack robotics company helping to build the world using applied robotics and AI. Recognized as one of the fastest-growing companies in the Americas by the Financial Times for two consecutive years, we are at the epicenter of innovation and global expansion. Join our dynamic team as we extend our reach across four continents, blending pioneering welding technology with a profound global impact. It's a captivating time to be part of our journey - here, you'll do more than just work; you'll be an integral part of a movement shaping the tech-driven future.

**Novarc Technologies** is looking for a **Customer Success Manager** to join our growing team and help our customers achieve their business goals. This role is all about talking to our customers, hearing their feedback, and championing their success within Novarc.

**Duties and Responsibilities**:

- Develop and nurture strong relationships with customers, serving as their trusted advisor and advocate within Novarc.
- Create a seamless, delightful, and efficient customer experience throughout their journey.
- Ensure Novarc is properly serving its customers and meeting defined expectations.
- Deepen relationships and bonds with customers and be the primary point of contact for strategic clients within your portfolio.
- Proactively communicate and visit with customers to gauge their needs, satisfaction, and opportunities for Novarc to improve.
- Manage the NPS, CSAT, and CES surveys, responses, playbooks, and ensure that all relevant Novarc parties are involved and informed as appropriate.
- Monitor and analyze key metrics such as Factor Diameter Inches (FDI), Number of Service Tickets, Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) to track client health, identify areas for improvement and increased engagement, and follow up as required.
- Work daily with our Customer Support team on opportunities and challenges the customers are experiencing.
- Work closely with our Sales and Marketing teams to champion internal alignment and customer engagements.
- Work with our Product and Engineering teams to gather customer feedback and identify existing customers with whom to deploy Beta and early-release technology.
- Proactively monitor and communicate customer ROI and productivity, ensuring a clear understanding of both low and high performers.
- Improve the customer experience by designing and optimizing processes and procedures, creating and communicating success metrics, monitoring and analyzing results, and helping implement changes.
- Stay informed of relevant industry trends, information, and best practices, and share this information with customers.

**Minimum Qualifications and Experience**:

- Bachelor's Degree, Diploma, or equivalent experience and skills.
- 3+ years of experience in customer success management roles responsible for increasing customer adoption, satisfaction, and retention.
- Impeccable English literacy, written and spoken. It is critical to be able to express situations, problems, and solutions clearly.
- Welding knowledge and experience are assets, and preference will be given to those from the welding industry.
- A very high degree of emotional intelligence, interpersonal and consulting skills.
- Excellent leadership, communication, and negotiation skills with the ability to inspire a diverse team of professionals to provide exceptional customer experience.
- Demonstrated success in maintaining positive interpersonal relationships, which encourage openness with team members and customers using exceptional influencing, facilitating, and collaborating skills.
- Excellent computer skills.
- Willing to travel up to 20% of the time.

**About Novarc Technologies**:
**Why Novarc**:

- **Growing Opportunities** - We are in the process of maturing into a fast-growing medium-sized business.
- **Great place to be** - We have created a fun, adventurous, and open-minded environment where our teams are encouraged to bond and expose a little weirdness.
- **Best People** - Our team is made up of talented, intelligent, and hardworking people.
- **Lots of Opportunities** - We are constantly looking for stand-out talent internally to move into leadership positions.
- **We are excited to invite you to join our growing team for this amazing journey**_

**Benefits**:

- Extended health care and Dental care
- $500 Health Spending Account
- $1000 Training budget
- $500 PPE budget
- Bonus
- Sick/wellness leave
- Critical Illness & LT disability
- Life Insurance
- Employee & family assistance
- Company events
- Casual dress
- Complimentary snacks
- Novarc branded swag
- Growing vacation
- Treat yo’ self day (additional paid vacation day)

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off

Schedule: