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Technical Customer Success Specialist

Company: Fictiv
Location: San Francisco
Posted on: May 15, 2022

Job Description:

Job DescriptionFictiv Exists to Enable Hardware Innovators to Build Better Products, FasterFictiv, coined the "AWS of manufacturing," is a leading technology company transforming the $350 billion manufacturing industry. Our cutting-edge cloud platform uses AI and machine learning algorithms to help companies build hardware at the speed of software. Come join our growing team! Commitment: Full TimeWhat's in it for you?Opportunity To Unlock Your CreativityThink of all the times you were held back from trying new ideas because you were boxed in by bureaucratic legacy processes or old school tactics. Having a growth mindset is deeply ingrained into our company culture since day one so Fictiv is an environment where you have the creative liberty and support of the team to try big bold ideas to achieve our sales and customer goals.Opportunity To Grow Your CareerThere are plenty of jobs out there. The question is whether any of them will help you grow in your career? Will you be challenged by teammates to achieve your potential? Or are they roles that will ask you to do more of what you've already mastered. At Fictiv, you'll be surrounded by supportive teammates who will push you to be your best through their curiosity and passion. Impact in this RoleFictiv is looking for a Technical Customer Success Specialist. In this role, you'll take inputs from our customers and work cross-functionally with our Operations team to deliver on our customers' expectations. You'll also be on the front lines, acting as the face of Fictiv by handling customer inquiries via email, phone, and chat. Most importantly, you will work with your colleagues on the Technical Customer Success, Operations, and Product teams as the voice of the customer by driving improvements to the Fictiv platform as well as our internal processes and manufacturing quality. Your empathy, creativity, and passion for helping our customers will generate raving fans that will make Fictiv known as the most trusted partner in manufacturing.What's in it for you?:Working for a dynamic, fast-growing company with a bright future and a remote workforceThe opportunity to build knowledge about both software and hardwareA developed organization with strong leadership that will empower you to make improvements where you see fitYou will report to the Lead- Technical Customer Success Manager.What You'll Be Doing

  • Inbound Ticket Resolution – Partner with our Sales team to help our builders via email, phone, and chat with questions regarding manufacturing, logistics, and product support
  • Program Management – Mitigate risks and coordinate with various stakeholders (internally and externally) in order to ensure the on-time delivery of an order to the builders' design specifications
  • Production Issue Resolution – Work between Operations and our customers to answer technical questions that our manufacturing partners may have on how best to manufacture the parts
  • Change Order Management – Ensure post-sale change requests from all stakeholders are evaluated, and appropriately implemented while mitigating any associated risks
  • Specialize in Product – Partner with our Sales and Product departments to educate our builders about our capabilities on and off platform, including writing Help Center content
  • Continuous Improvement – Identifying areas of improvement for the responsibilities listed above and taking full ownership of driving those improvementsDesired traits
    • You are results-oriented, motivated by customer satisfaction & flawless program execution
    • You have empathy for our customers.
    • You take time to understand their pains, needs and wants and will go the extra mile to make sure their issues are resolved as quickly as possible
    • You are meticulous, detail-oriented, and have an inclination for documentation
    • Excellent verbal and written communication skills
    • Self-starter, manages time efficiently, able to complete work in a timely manner without active supervision
    • No manufacturing experience is required, but you must be curious about hardware and manufacturing; you'll be in a front row seat watching the best engineers and designers build the products of the futureExperience
      • 1 - 2 years experience in a complex customer service role
      • Solutions oriented - focused on finding resolution to customer needs/issues
      • Manufacturing experience is a plus, though not required (particularly with CNC, Injection Molding, etc.)
      • Strong experience multi-tasking while providing customers "white glove" servicePerks and benefits
        • Competitive medical, dental, and vision insurance
        • 401K plan
        • Monthly Virtual Work stipend for things like food, internet, travel, pet care, health and wellness
        • Annual Education stipend
        • Parental leave programs
        • Paid volunteer days
        • Onboarding setup, including: standing desk, laptop, monitor, and chair, and a stipend for additional items such as headphones, blue light glasses, or any other ergonomic supplies you may want or need
        • And much, much more! Fictiv is continuing to expand our remote US workforce. Recent hires include professionals located in:
          • Arizona, California, Colorado, Delaware, Florida, Georgia, Hawaii, Illinois, Indiana, Iowa, Kansas, Maryland, Massachusetts, Minnesota, Nevada, New Hampshire, North Carolina, Ohio, Oregon, South Carolina, Texas, Utah, Virginia, Washington, West Virginia, Wyoming and the District of Columbia (D.C.).Interested in joining our team? We look forward to hearing from you soon. About FictivOur Digital Manufacturing Ecosystem is transforming how the next rockets, self-driving cars, and life-saving robots are designed, developed and delivered to customers around the world. This transformation is made possible through our technology-backed platform, our global network of manufacturing partners, and our people with deep expertise in hardware and software development.We're actively seeking potential teammates who can bring diverse perspectives and experience to our culture and company. We believe inclusion is the best way to create a strong, empathetic team. Our belief is that the best team is born from an environment that emphasizes respect, honesty, collaboration, and growth.We encourage applications from members of underrepresented groups, including but not limited to women, members of the LGBTQ community, people of color, people with disabilities, and veterans.

Keywords: Fictiv, San Francisco , Technical Customer Success Specialist, IT / Software / Systems , San Francisco, California

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