OperationsBaltimore

Customer Success Representative

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Summary

FactoryFour is looking for an engaging Customer Success Representative to guide our clients through implementation and provide support by configuring our product to their needs. You will champion successful configurations and integrations to ensure our customers get the best experience. You will have your finger on the pulse of our clients needs and be critical to informing future development of FactoryFour's product suite. You will identify and develop new opportunities for expansion across the customer’s business by growing their usage of our products. Through your work, customers will get the maximum value from their relationship with FactoryFour leading to renewal.

About the Role
  • Become an expert on FactoryFour software and its applications.
  • Utilize internal software tools to create a custom experiences specific to each client.
  • Work with our Director of Customer Success to guide clients through implementation and provide technical support.
  • Create strong channels of consistent and clear communication both within the Customer Success team and with clients
  • Set expectations, define milestones for development, create and execute timelines.
  • Leverage client interactions and insights to inform new features and future product development.
Your Qualifications
  • Experience in project or account management.
  • Strong organizational and prioritization ability. Managing multiple simultaneous implementations.
  • Strong attention to detail, with the ability to spot resource dependencies, limitations and risks.
  • Skilled with various project management and workflow tools: JIRA, Excel, Google Apps.
  • Bonus points:
    • Certification in project management
    • Experience with SaaS businesses
    • Experience with manufacturing operations
About You
  • Excellent written and verbal communication skills.
  • Detail oriented and organized in everything you do, with a hunger for continuously improving processes.
  • Enjoy interfacing with customers and developing strong relationships.
  • Understand the goals of a project while still keeping the future of FactoryFour's product roadmap in mind.
  • Excited about learning new software and engaging clients while keeping a foot on the technical side of the company.
Our Processes and Tools
  • Weekly implementation review meetings with Director of Customer Success
  • Client project management organized in Salesforce
  • New feature requests and product suggestions coordinated through JIRA
  • Customer support managed via Intercom