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Customer Success Manager
3 weeks ago
**About Novarc Technologies**:
**Are you looking to join an industry leader and pioneer in the world of robotics and AI?**
Novarc’s SWR has already won multiple industry awards, been featured in top publications, and generated significant revenue. Our diverse team consists of engineers, developers, technicians, welders and scientists who are designing and building the welding industry’s most advanced automation solutions with the passion of helping our customers win.
**Why Novarc**:
- 'A' Players: Our team is made up of talented, intelligent, and hardworking people. If you are an 'A' player, you will enjoy the intellectually stimulating, challenging, and respectfully competitive atmosphere.
- Growing Quickly: There are so many opportunities for Novarcians to try on a multitude of hats and, with time, define their own role.
- We care about your growth: Each Novarcian has an annual personal development budget to build new skills or further develop current knowledge.
- Ownership opportunities: Depending on position, performance, and longevity, Novarcians are awarded options in the company.
Customer Success Manager
Our never-before-seen welding cobots require client champions. We are 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:
- This is your opportunity to build a team from the ground up.
- Be the voice of the customer and advocate their needs internally.
- Create a seamless and efficient customer experience from onboarding through to and after the handover of SWRs.
- Ensure Novarc is properly serving its customers and meeting defined expectations. Lead the team members with a focus on modelling a caring culture, agile thinking and service.
- 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 needs and satisfaction and inform Novarc’s Customer Support team of challenges the customers are experiencing so that we can solve them before it causes a negative impression.
- Follow up on software and service renewals.
- Manage the NPS, CSAT, and CES surveys, responses, playbooks and ensure that all relevant Novarc parties are involved and informed as appropriate.
- Provide customer and product feedback to Engineering and Sales teams when appropriate.
- Working with the Customer Support Manager(s), advocate for customers and their needs, be it training, components, software, or other services Novarc provides.
- Working with the Novarc R&D team, identify customers with whom to deploy Beta and early release technology.
- Optimize the use of Novarc’s CRM to become a central repository of client information
- Proactively monitor and communicate customer ROI and productivity, ensuring a clear understanding and playbooks for both low and high performers.
- Work with the team to further develop and update the customer journey and all relevant playbooks for situations.
- 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.
- Collect and share SWR use case best practices and deploy this information with customers.
Minimum Required Qualifications and Experience:
- Impeccable English literacy, written and spoken. Critical to being able to express situations, problems and solutions clearly.
- A very high degree of emotional intelligence and interpersonal and consulting skills.
- 5+ years of experience in customer success management roles responsible for increasing customer adoption, satisfaction and retention.
- 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.
- Bachelor's Degree or Diploma or equivalent experience and skills
Preferred Additional Qualifications:
- Welding experience
- Robotics equipment experience
- Exposure to and use of cloud-based project management software “Wrike”
Schedule:
- Core: 8-hour shift, Monday to Friday, starting at 0730 Pacific Time.
- 10-20% travel may be required
- As we have a global client base, taking calls and travelling at non-standard hours, including weekends, may be required.
**Benefits**:
- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
