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
Didn't find what you're looking for? Search again!
Loading more jobs...