Customer Service Team Manager(US-Remote)

CUSTOMER SUCCESS TEAM MANAGER

We are currently seeking a motivated and experienced Customer Success Team Manager to join our team. As the Customer Success Team Manager, you will play a critical role in ensuring our customers have a positive experience with our products and services. You will lead a team of customer success managers and work closely with our sales, marketing, and engineering teams to deliver exceptional customer support and drive customer satisfaction.

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, growing fast, improving our services, and increasing our workforce day by day! So we are extremely open for excited colleagues who are 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

• Manage and lead a team of customer success representatives
• Develop and implement strategies to optimize customer success efforts
• Collaborate with cross-functional teams to ensure customer needs are met
• Build and maintain strong relationships with key customers
• Monitor customer satisfaction levels and implement improvement plans as needed
• Provide training and mentorship to the customer success team
• Track and report on key performance metrics related to customer success

Requirements

• Bachelor's degree in business, marketing, engineering, or a related field.
• A minimum of 7 years of experience in roles such as customer success, account management, or similar positions, with managerial responsibilities.
• 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 establishing and maintaining strong relationships with customers and team members.
• Self-motivated and action-oriented, with a proven track record of achieving results individually or within a team.
• Strong organizational and project management skills, with the ability to handle multiple projects simultaneously.
• Experience in the software industry, particularly in sales or as a customer technical resource, with a solid understanding of software implementation and customer support processes.
• Preferred experience in heavy industry, particularly in the manufacturing of glass or steel products, although not mandatory.

Travel

This is a remote position that will require travel on a needed.

Benefits

At PaneraTech, we value our employees' well-being and offer a range of benefits to support them. These include:

• Medical, Vision, and Dental Insurance Plans to ensure your health and well-being.