Customer Success Manager (US-Remote)

We are seeking a highly motivated and customer-focused individual to lead the establishment of a new team specializing in customer onboarding and training for our XSight Platform. This role, known as the Customer Success Manager, is pivotal in ensuring our customers have a seamless and successful experience with our platform. Our first hire for this role in the United States will not only excel in customer management but will also possess strong leadership skills as they will be responsible for managing the newly-formed team. Ideally, the candidate will be located within the Eastern Time Zone (EST) or the Midwest, with preference given to candidates in these regions over the West Coast.

Who We Are

PaneraTech, Inc., strives to be one of the most innovative technology companies in the world, developing unique solutions that far surpass expectations. We help heavy manufacturing industries reliably make more product with their critical assets.

Many heavy manufacturing industries such as steel, glass, cement, copper, and aluminum use high temperature processing to melt materials. They rely on critical assets to melt tons of these materials in a day. These industries have relied on the experience of employees who would work for 20-30 years in one plant to manage this process. Now that this experienced generation is retiring away, what we do is bridge this experience gap with technology, data and expertise. We offer solutions to our customers to make their process more data-driven so that a young inexperienced workforce can flourish.

Our core technologies include industrial sensor solutions and data analytics, accelerating the industry 4.0 revolution. With our patented solution in the glass and steel industry, we help manufacturers in over 40 countries make data-driven decisions using sensors, data, and AI.

Working at PaneraTech

Here at PaneraTech, you will become a part of a global, innovative and hybrid working team. In this collaborative and inspiring culture that is fostered by a creative and intellectually stimulating work environment, you will be encouraged to bring the best out of yourself and your colleagues.

We are evolving and we expect our company workforce to increase more than two times our current size this year! We are looking for professionals and graduates capable of providing support to our growing organization, willing to work in a fast-paced environment, could not wait to excel in their work and crazy about improvement! We recognize our colleagues’ achievements here and both individual and team performance is valuable to us.

Key Responsibilities

• Spearhead the creation and management of a customer onboarding and training team for our XSight Platform.
• Serve as the primary point of contact for customers during the onboarding process, ensuring their needs are met and issues are addressed promptly.
• Cultivate and maintain strong relationships with customers, understanding their unique objectives and challenges, and collaborating to help them achieve their goals.
• Monitor and assess customer satisfaction levels, taking proactive measures to resolve any concerns.
• Actively listen to and analyze customer feedback to identify areas for improvement in PaneraTech’s XSight Platform.
• Collaborate closely with the product development team to oversee the implementation of product/service enhancements based on customer input.
• Identify opportunities to upsell and cross-sell additional products and services to our existing customer base, working in tandem with the sales team to close deals.
• Develop, adhere to, and enhance internal processes that facilitate smooth onboarding and ongoing support for our XSight Platform.
• Provide regular reports to management on customer satisfaction, revenue growth, and other key performance metrics.

• Willingness to travel globally as needed per business operations (approximately 50%+ travel required).

Requirements

• Bachelor's degree in business, marketing, engineering, or a related field.
• A minimum of 3-5 years of experience in customer success, account management, or a similar role.
• Exceptional verbal and written communication skills, with a high level of proficiency in English.
• The ability to clearly articulate issues and present practical or innovative solutions.
• Strong leadership experience and the ability to effectively manage and lead a team.
• Proficiency in managing customer relationships, with the capability to hold others accountable and collaborate productively with colleagues across all organizational levels.
• Quick learning capabilities and adaptability to evolving needs, situations, and priorities.
• Excellent interpersonal skills, with a talent for