Customer Success Manager

2 weeks ago

Toronto, Canada Acerta Analytics Solutions Inc Full time

**About Acerta**:
Acerta is a leading provider of predictive quality AI-driven solutions for the automotive industry. Leveraging cutting-edge technology, we empower automotive manufacturers and suppliers to enhance quality, reduce defects, and optimize production processes. Our innovative approach to data analytics and machine learning is revolutionizing the way manufacturers approach quality and efficiency in production.

**Job Overview**:
**Responsibilities**:
1. Customer Engagement & Account Management:

- Build and maintain strong relationships with key customer users and stakeholders.
- Act as the main point of contact for assigned customer factories, understanding their business goals, processes, and challenges.
- Map users by persona and identify strategies to increase platform engagement.
- Proactively monitor customer deployments, identifying potential issues and resolutions, responding to customer feedback and concerns promptly.
- Collaborate with sales and technical teams to identify upsell and cross-sell opportunities.
- Quarterly customer interactions through on-site visits or similar customer interaction.

2. Onboarding and Training:

- Lead the on-boarding process for new customers, ensuring a smooth and efficient deployment in new plants and lines.

Job Title: Customer Success Manager

Department: Customer Success

Reports to: CEO
- Provide training sessions to customer users on the use of LinePulse, maximizing their understanding and adoption.

3. Customer Advocacy:

- Collect and promote success stories, testimonials, and case studies.
- Encourage participation in user groups and events to foster a sense of community among Acerta users.

4. Feedback and Product Improvement:

- Gather customer feedback and insights to communicate internally for continuous improvement of Acerta's products and services.
- Work closely with the product management team to relay customer needs and requirements.

**Qualifications**:

- Bachelor’s degree in Engineering (mechanical, mechatronics, software, or related fields).
- Experience in the manufacturing environment as a quality / process / manufacturing engineer, program manager, or similar. Strong understanding of discrete manufacturing processes and challenges.
- Excellent communication and interpersonal skills.
- Demonstrated ability to manage multiple customer accounts concurrently.
- Analytical mindset with interest in data as a source of innovation in traditional industries, with the ability to interpret production data and provide recommendations for its use in solving production quality or process issues.
- Willingness to travel as needed.

**We are committed to fostering a diverse and inclusive workplace and strongly encourage applicants from all backgrounds and walks of life to join us in shaping the future of our technology.

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