Manager, Customer Experience

FARO is an imaging company - and an imagining company. We envision a better, more insightful, and more powerful world realized through digital 3D means and measurement technologies. Right from the start, we have helped our customers make better decisions - faster and more accurately than anyone else in the industry.  

We work with the largest companies on the planet to provide the solutions that enable them to overcome their most pressing industry challenges. In aerospace and automotive, we work with firms like SpaceX, NASA, Tesla and Volvo among others. In the construction industry, we work with the largest builders to scan and design astonishing projects. For public safety professionals, our forensics scanning tools solve crimes and document scenes with high tech gear you probably see on CSI and in the movies! 

We believe that if it can be dreamed it can also be measured. And if it can be measured, it can also be realized.

How you will make a difference @ FARO

• Manage Customer Success Manager resource assignments and staffing levels, including recruitment as needed

• Encourage problem-solving, strategic thinking and customer-orientation amongst the team

• Ensure the team maintains high levels of customer satisfaction as measured by quarterly goals, surveys and NPS

• Define and maintain a high bar for team member expectations and enable the team to achieve it. Evaluates performance and provides feedback and coaching.

• Ensure the team remains knowledgeable and up-to-date on processes, product portfolio to provide the best customer experience

• Participate in development of long-term vision for customer experience and communicate to the team

• Player-coach on key accounts.

This position requires experience in the following:

• Construction technology experience (Con Tech)

• AEC (Architecture, Engineering, and Construction)

• Point Cloud Visualization

• Reality Capture

• Laser Scanning

• BIM (Building Information Modeling)

• Digital Twin

• Project Lifecycle Management

• Construction Software Sales

• Cloud-Based Software

• SaaS Sales

• AI & Machine Learning in Construction

• Data-Driven Decision Making

• Enterprise Sales

• Solution Selling

• Account-Based Sales

• Customer Success

• Consultative Selling

• Sales Pipeline Management

• Tool Experience: SFDC, Churnzero, Gong, Outreach and Power BI

• Demonstrated experience in a customer experience leadership role providing guidance to team members and recommending changes to policies and procedures across the customer experience disciplines

• Ability to successfully manage and direct multiple teams and teams leads in remote and hybrid environment

• Demonstrated ability to engage, motivate and develop direct reports

• Awareness of multi-cultural difference

• Strong analytical and problem-solving skills

• Strong Excel and PowerPoint skills

What FARO can offer you:

FARO has excellent benefits for you and your family.  We not only care for our employees but also to their immediate family members. We believe in a balanced work-life and have developed programs and benefits plans to support that ethic, such as:

• A competitive paid time off bank and paid holidays

• Medical, dental, life and AD&D insurance plans

• Pre-tax flex spending accounts for medical and dependent care

• 401K with employer match

• Tuition reimbursement and training opportunities

• Wellness fairs

• Frequent lunch and learns to help educate employees about issues affecting their lives

• Other employee events

Inclusive

At FARO, we are committed to encouraging different perspectives and ideas that foster innovation.  We believe that we are strongest with a diverse team of employees.  We want every FARO employee to feel our commitment to showing respect for all and encouraging open collaboration and communication.

FARO is an equal opportunity employer and provides equal opportunities to all employees and applicants for employment. FARO is a government contractor and will take affir