Customer Success Manager

• Oversee and manage existing client relationships and play an active role in developing and building long-term relationships with clients to identify business opportunities, collaboratively develop value propositions that address client needs.
• Be proactive in strengthening existing relationships and creating new ones, build solid engagements with clients, develop comprehensive solutions to maximize retention, up-selling and cross-selling.
• Maintain and exceed revenue and upselling targets from our direct business.
• Maintaining all information of customers’ activity within CRM platform.
• Build business success stories and case studies.
• Review and propose process improvement that drive client business and market penetration.

Senior Customer Success Manager – SMB

Implementation Specialist

• serve as the direct liaison with customers, collaborating closely to install, maintain, and upgrade equipment
• use digital analytics for troubleshooting
• apply basic diagnostic techniques to assess and address technical issues
• perform preventative and corrective maintenance on electrical, vacuum, mechanical, plasma, hydraulic, and gas systems
• coordinate and communicate directly with customers

Customer Engineer I

• Develops and maintains customer relationships
• Performs regular customer visits
• Manages customer engineers in the district
• Responsible for financial forecasting
• Manages system installation and RMA procedures

Manager III, Customer Engineer

• Install, maintain, and upgrade customer equipment
• Apply basic diagnostic techniques to assess equipment and address technical issues, with assistance from Senior Field Service Engineers [Customer Engineers]
• Collaborate with Senior Field Service Engineers [Customer Engineers] and/or the customer to understand roadmaps, process flows, inflection points, requirements, and business challenges
• Train and mentor junior Field Service Engineers [Customer Engineers]
• Perform preventative and corrective maintenance on electrical, vacuum, mechanical, plasma, hydraulic, and gas systems
• Coordinate and communicate directly with customers
• Fulfill additional duties, as assigned

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Senior Customer Success Manager – SMB

Customer Engineer I

Manager III, Customer Engineer

Customer Engineer III – Semi, iTeam, Etch