What are the responsibilities and job description for the Smart Manufacturing Customer Success Manager position at Falkonry?
Falkonry is looking for an analytics-focused customer success manager to join our versatile Customer Success team. You will enable factories of the future through data-driven operations. You will thrive in uncertainty inherent in manufacturing organizations and their data to drive progress on their strategic initiatives, while enabling their own existing staff to self-serve the digital effort. You will help us bridge the gap between product and practice in smart manufacturing. When you succeed, customers will scale from single line to entire plants and from that to global adoption to make Falkonry an industry standard in O&M.
Responsibilities
You will be responsible for:
- Leading discussions with customers in order to plan implementation roadmaps and identify major risks
- Collaborating with the Engineering team to ensure that stakeholder expectations are exceeded primarily using the product
- Measuring overall success and engagement and communicating issues as well as accomplishments to all levels of stakeholders in a timely and clear manner
- Supporting Marketing for broad publicity to smart manufacturing stakeholders using success stories
- Agile Project Management (Use agile project methodologies to manage the development, validation, deployment, and evolution of data-driven operations solutions)
- Digital Adoption Management (Oversee the deployment, training and adoption of data-driven operations solutions)
- Supporting Sales to achieve logo and dollar retention goals
- Developing best practices for customer success and user adoption
- Creating pathways for feedback and inputs into the product and engineering teams
Where You’ll Be Working:
- Remote: You’ll have a remote work location on the East Coast that requires little office presence
- Standard weekly job hours: 40 hours
- Travel: up to 25%, including international
You’ll Need To Have:
- Bachelor’s degree in operations management, business management or related field
- At least 5 years of project management experience in implementing software packages and data-intensive projects in large enterprises
- Track record of customer success in growth stage analytics products
- Written and oral fluency with multiple languages (English and Spanish preferred)
- Action-oriented executive communication skills to drive clarity across multiple teams
Even better if you have one or more of the following:
- Mechanical aptitude or experience with manufacturing processes
- Experience with digital transformation of industrial organizations
- Technical account management with revenue retention responsibilities
- Implementation experience with AI on natural language, vision, or time series
Falkonry is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.