Metaplanet
Senior Customer Success Manager (Boston)
Metaplanet, Boston, Massachusetts, us, 02298
Senior Customer Success Manager (Boston)
The role
As a customer success manager, you will manage a portfolio of customer accounts and their adoption and scale-up of MIRAI, a groundbreaking AI software with applications in industrial automation for manufacturing. You will work with customers to understand use cases, resourcing, product feedback and requests, and collaborate internally with Sales to develop strategic account plans for how to achieve and measure success. You’ll be responsible for standard business reviews with customer stakeholders, as well as building trust-based relationships with these customers.CSMs inherently work cross-functionally across most teams within Micropsi, including Sales, Product Management, Software Engineering, Automation Engineering, and Finance.Responsibilities
Manage day-to-day customer relationships, health, and utilization.Develop and execute on strategic account plans, in collaboration with Sales.Secure renewals and plan and execute on expansions.Act as voice of customer to Product and collaborate with Product to vet and prioritize feedback.Understand the product well enough to direct customer questions and concerns, and support internal technical teams with triage and coordination with the customer.Lead internal cross-functional coordination for customer accounts, including prioritizing requests and needs with internal team’s bandwidth.Build processes and metrics for the CS function.B.S. in Engineering discipline or equivalent experience. MBA preferred.8+ years in strategic account management, enterprise customer success, management consulting, or other client-facing role, preferably in operational or technical industries.Experience on manufacturing shop floors, and an appreciation for the complexity and criticality of running production.Experience creating and leading executive-level presentations.Excellent verbal and written communication skills, that can adapt to different levels and roles in an organization.Data analysis skills e.g., Excel, particularly related to financials.Obsession with creating and tracking value for customers.Excitement to work in a growth stage start-up.Nice-to-Haves
Experience with industrial automation, robotics, PLCs, and/or vision systems.Direct experience in manufacturing, preferable discrete manufacturing in automated environments.Understanding and experience with managerial finance, SaaS financials, or Revenue Operations.Micropsi Industries is a robotics software company that brings artificial intelligence to robots. We make a product called MIRAI, a first-of-its-kind robot control system that, using machine learning, supplies industrial robots with the capacity to perceive their work environment and adapt to changing conditions. MIRAI can be used in manufacturing, lab automation, logistics, and other fields. Through MIRAI, Micropsi Industries enables automation where automation was previously not viable, making factories more productive, workspaces more ergonomic, and businesses more resilient.Ours is a curious, friendly, no-nonsense team that relishes finding elegant solutions to tough problems, be they technical, mathematical, strategic, or design-related. We like to learn for the sake of learning. We put a premium on personal development.Micropsi Industries comprises about 55 people, among them robotics engineers, software engineers, cognitive scientists, business developers, and designers. We are headquartered in Berlin, and we have an office in San Francisco. The company is backed by Metaplanet, Project A Ventures, Coparion, Vito Ventures, Merck Ventures, Vsquared Ventures, Ahren Innovation Capital, Amplifier, as well as a group of experienced business angels from Munich and Berlin. In 2022, Micropsi Industries received the Deep Tech Award for outstanding achievement.
#J-18808-Ljbffr
The role
As a customer success manager, you will manage a portfolio of customer accounts and their adoption and scale-up of MIRAI, a groundbreaking AI software with applications in industrial automation for manufacturing. You will work with customers to understand use cases, resourcing, product feedback and requests, and collaborate internally with Sales to develop strategic account plans for how to achieve and measure success. You’ll be responsible for standard business reviews with customer stakeholders, as well as building trust-based relationships with these customers.CSMs inherently work cross-functionally across most teams within Micropsi, including Sales, Product Management, Software Engineering, Automation Engineering, and Finance.Responsibilities
Manage day-to-day customer relationships, health, and utilization.Develop and execute on strategic account plans, in collaboration with Sales.Secure renewals and plan and execute on expansions.Act as voice of customer to Product and collaborate with Product to vet and prioritize feedback.Understand the product well enough to direct customer questions and concerns, and support internal technical teams with triage and coordination with the customer.Lead internal cross-functional coordination for customer accounts, including prioritizing requests and needs with internal team’s bandwidth.Build processes and metrics for the CS function.B.S. in Engineering discipline or equivalent experience. MBA preferred.8+ years in strategic account management, enterprise customer success, management consulting, or other client-facing role, preferably in operational or technical industries.Experience on manufacturing shop floors, and an appreciation for the complexity and criticality of running production.Experience creating and leading executive-level presentations.Excellent verbal and written communication skills, that can adapt to different levels and roles in an organization.Data analysis skills e.g., Excel, particularly related to financials.Obsession with creating and tracking value for customers.Excitement to work in a growth stage start-up.Nice-to-Haves
Experience with industrial automation, robotics, PLCs, and/or vision systems.Direct experience in manufacturing, preferable discrete manufacturing in automated environments.Understanding and experience with managerial finance, SaaS financials, or Revenue Operations.Micropsi Industries is a robotics software company that brings artificial intelligence to robots. We make a product called MIRAI, a first-of-its-kind robot control system that, using machine learning, supplies industrial robots with the capacity to perceive their work environment and adapt to changing conditions. MIRAI can be used in manufacturing, lab automation, logistics, and other fields. Through MIRAI, Micropsi Industries enables automation where automation was previously not viable, making factories more productive, workspaces more ergonomic, and businesses more resilient.Ours is a curious, friendly, no-nonsense team that relishes finding elegant solutions to tough problems, be they technical, mathematical, strategic, or design-related. We like to learn for the sake of learning. We put a premium on personal development.Micropsi Industries comprises about 55 people, among them robotics engineers, software engineers, cognitive scientists, business developers, and designers. We are headquartered in Berlin, and we have an office in San Francisco. The company is backed by Metaplanet, Project A Ventures, Coparion, Vito Ventures, Merck Ventures, Vsquared Ventures, Ahren Innovation Capital, Amplifier, as well as a group of experienced business angels from Munich and Berlin. In 2022, Micropsi Industries received the Deep Tech Award for outstanding achievement.
#J-18808-Ljbffr