200+ applicants
Formic · 3 days ago
Senior Customer Success Manager
United States
Full-time
Remote
Senior Level
$100K/yr - $140K/yr
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Responsibilities
Serve as the primary point of contact to customers, coordinating interaction with various groups within Formic for optimal delivery of technical, operational, training, billing, and administrative support
Collaborate with Formic’s Sales, Product & Solutions, Deployment, and Monitoring & Maintenance Teams to guide customers through the onboarding & deployment process
Identify, develop, and implement training approaches that speed the adoption of newly deployed systems
Monitor & manage health and engagement by using diagnostic tools and strategic communication, identifying and mitigating potential relationship and experience risks
Oversee a regular cadence of communication to assess satisfaction with deployed systems, address relationship issues, facilitate and offer training, solicit feedback, and identify opportunities for growth and improvement
Serve as a consultative partner by providing customized insights and recommendations and value-added products and services
Identify opportunities for growth within existing accounts, including deployment of additional like-for-like standard solutions, upstream or downstream standard solutions, or non-standard solutions that would be valuable
Leverage understanding of customers’ businesses and feedback to provide insights for new product offerings and service enhancements that Formic can create to better serve their needs and address their challenges
Lead the build out and continuous improvement of Formic’s enablement playbook
Collaborate with Formic’s Marketing team to develop, distribute, and follow up on Formic marketing and sales collateral, new product offerings, and best practices that may be of interest or value
Visit deployment sites in person as needed
Qualification
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Required
Serve as the primary point of contact to customers, coordinating interaction with various groups within the company for optimal delivery of technical, operational, training, billing, and administrative support
Monitor health and engagement, mitigating potential relationship and experience risks, and identifying opportunities for growth within existing accounts
Build and maintain strong relationships, develop a deep understanding of customers' business goals, challenges, and needs
Provide customized insights, recommendations, and value-added products & services to facilitate growth and expansion within accounts
Serve as a consultative partner, leveraging knowledge and feedback to provide insights for new product offerings and service enhancements
Lead the build out and continuous improvement of the company's enablement playbook
Collaborate with the Marketing team to develop, distribute, and follow up on marketing and sales collateral, new product offerings, and best practices
Visit deployment sites in person as needed
Preferred
Experience in robotics and manufacturing
Experience in customer success or account management roles
Experience in providing training and driving adoption of new systems
Experience in identifying opportunities for growth within existing accounts
Experience in developing customer-specific automation journeys
Experience in collaborating with cross-functional teams such as Sales, Product & Solutions, Deployment, and Monitoring & Maintenance Teams
Experience in startups or early-stage companies
Experience in creating and implementing training approaches
Experience in monitoring customer health and engagement using diagnostic tools
Experience in providing feedback internally to drive product and process improvements
Experience in developing customer enablement playbooks
Experience in working with a desire to make things easier and better for team members
Benefits
Equity in Formic: your slice of ownership in a fast-growing Series A startup, backed by some of the best investors in the world
99% coverage for Medical, Dental, and Vision insurance plans (75% coverage for dependents) via Blue Cross Blue Shield and Guardian
FSA & DCFSA
Life insurance, Short Term Disability, and Long Term Disability plans (covered at 100%) via Guardian
Employee Assistance Program
Paid parental leave
Company-sponsored 401k
Home Office Stipend for remote and hybrid roles
Monthly Phone/Internet Reimbursement
Flexible time off policy and 10+ company holidays
Opportunity to join a talented and diverse team united behind our mission to revolutionize American manufacturing
Company
Formic
At Formic, we make automation simple. We're dedicated to helping manufacturing businesses across the United States supercharge their productivity.
Founded in 2020
51-200 employees
Funding
Current Stage
Early StageTotal Funding
$31.9MKey Investors
Lux CapitalInitialized Capital
2024-04-02Series Unknown· Undisclosed
2022-01-18Series A· $26.5M
2021-10-01Seed· $5.4M
Leadership Team
Saman Farid
CEO
Jack Wagler
Chief Financial Officer
Recent News
Engineering.com
2024-05-05
2024-04-10
Team Builder Ventures
2023-10-11
Company data provided by crunchbase
