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Customer Success Manager

2 meses atrás

Leiria, Leiria, Portugal Glartek Tempo inteiro

About Glartek

Glartek is a fast-growing global leader of Augmented and Connected Worker solutions for the Manufacturing and Asset-intensive industries. Our mission is to increase the efficiency and safety of shop floor procedures, related to production, operational, maintenance, safety, quality, and training. Our software solutions combine the Augmented Reality (AR), Artificial Intelligence (AI) and Internet of Things (IoT) domains to bring visibility, optimization, and reassurance of field operations.

Job Description

We are seeking a highly motivated and experienced Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for ensuring the maximum satisfaction of our customers, maintaining and building strong relationships and ensuring their needs are met by our products. You will be empowered and accountable for a wide range of initiatives, which will give you the opportunity to own your career path and shape the future of Glartek.

Key Responsibilities

  • Build strong relationships with customers and be a trusted advisor on product usage
  • Manage the onboarding and ongoing usage of the product by customers
  • Regularly train customers on new product features
  • Keep customers engaged and regularly using our products
  • Maintain a revenue base by supporting account retention and renewal
  • Drive upgrade revenue through increased product adoption and increased usage
  • Maintain a customer-focused culture and aid delivery of the product to market
  • Develop a deep understanding of the product to address customer concerns and provide guidance effectively
  • Influence Roadmap based on company objectives and available resources
  • Liaise with Product Management and Sales to provide feedback about product development
  • Monitor and measure customer satisfaction and take proactive action to remedy any concerns
  • Monitor and measure the progress of the customer usage of the Glartek product
  • Capture and monitor key customer success metrics (e.g., NPS and CSAT)
  • Be an ambassador and champion of the Glartek culture and work ethic

Requirements

  • At least 2 years' experience working in manufacturing in Engineering, Continuous Improvement or Project Management
  • BSc/MSc in Computer-science, Electronics Engineering, Industrial Engineering Telecommunications Engineering, or related field
  • Fully proficient in Portuguese and English
  • Excellent organizer and planner biases towards quick problem solving
  • Excellent interpersonal and communication skills, to effectively communicate with customers as well as customer support, product management and sales
  • Understanding of the characteristics of startup companies and the need for flexibility of role definitions
  • Naturally positive, customer-oriented and results-oriented leader
  • Available to travel occasionally