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Customer Success Manager πŸ”₯


DigiFabster is a disruptive manufacturing software company based in Pasadena, California. DigiFabsters innovative instant quotation technology allows manufacturing companies to analyze CAD file geometry, provides DFM checking & estimates engineering part pricing instantly.

DigiFabster shortens the ordering process from days/weeks to minutes, increases the efficiency of communication between engineers and manufacturers, and reduces overall time of production. DigiFabster is used by hundreds of manufacturing companies across the U.S., Europe, and in 40 additional countries.

Founded in 2015, DigiFabster manages more than 50,000 customers and generated $20 million in revenue for manufacturing businesses across the globe. DigiFabster is a venture-backed company with offices in the US and Europe.

THE ROLE

As a Customer Success Manager at DigiFabster, you will be responsible for handling all assigned customer contracts. This includes communicating directly with customers and internal colleagues to ensure the accurate resolution of customer inquiries and the execution of customer subscription plan renewals.

You will join a team that is dedicated to delivering a remarkable total customer experience. As part of our customer-focused, results-driven organization, you will also be responsible for delivering value to our customers to ensure DigiFabster customers fully understand and utilize our platform providing an attractive ROI.

ESSENTIAL FUNCTIONS

  • Own customer contract processes and renewals
  • Collaborate with sales representatives, customer success managers, and management to execute the contract renewal process and ensure a positive experience
  • Manage all aspects of the customer lifecycle: increasing adoption, mitigating risk, ensuring renewals, and uncovering growth opportunities to upgrade subscription plan
  • Coach customers to be product experts on DigiFabster best practices so they become fully educated and increasingly self-sufficient
  • Establish cooperative working relationships with customers
  • Join forecasting discussions and pipeline reviews with internal colleagues
  • Contribute to the growth of the renewal management organization by providing feedback and piloting new processes and playbooks
  • Report directly to VP Sales remotely

REQUIREMENTS

  • Experience with customer service, contract management in a technology/software organization; SaaS experience is a bonus
  • Prior account management and/or customer retention experience
  • Passion creating a great customer experience
  • Healthy negotiation and interpersonal problem-solving skills
  • Prioritization and organizational skills with attention to detail
  • East Coast/Midwest location is preferred
  • Clear communication skills with the ability to effectively lead a phone conversation
  • Excellent English language skills, both verbal and written

NICE-TO-HAVE

  • Technical knowledge of CNC, 3D printing, sheet metals, injection molding processes
  • Marketing & sales cycles knowledge and experience
  • Basic understanding of web technologies (HTML, CSS, JavaScript, APIs)

WHY DIGIFABSTER?

  • Opportunity to have an impact in a fast-paced culture to accelerate our growth
  • Dynamic, international team with multicultural background
  • We offer generous health insurance benefits including dental + vision with 14 PTO days per year
  • 401k plan
  • You work hard, you play hard. We believe in a healthy work-life balance
  • We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status or disability status.

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Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

Schedule:

  • Monday to Friday

Supplemental Pay:

  • Bonus pay
  • Commission pay

Experience:

  • Software Sales/Customer Support: 2 years (Required)
  • Mechanical engineering: 1 year (Required)
  • SaaS: 1 year (Preferred)

Work Location:

  • Fully Remote

This Job Is Ideal for Someone Who Is:

  • People-oriented -- enjoys interacting with people and working on group projects
  • Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction
  • Achievement-oriented -- enjoys taking on challenges, even if they might fail
  • Autonomous/Independent -- enjoys working with little direction
  • Innovative -- prefers working in unconventional ways or on tasks that require creativity
  • High stress tolerance -- thrives in a high-pressure environment

Company's website:

  • http://digifabster.com

Benefit Conditions:

  • Waiting period may apply
  • Only full-time employees eligible

Work Remotely:

  • Yes

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