Formic is hiring a
Senior Customer Success Manager in Worldwide

Summary

The job is for a Senior Customer Success Manager at Formic, a company revolutionizing American manufacturing with automation solutions. The role involves serving as the primary point of contact for customers, collaborating with various teams to guide them through the onboarding process, identifying opportunities for growth within existing accounts, and building and maintaining strong relationships.

Requirements

• 5+ years of customer engagement and account management - or equivalent - experience
• Experience working successfully with a portfolio of automation users leading to adoption, expansion, and renewals, ideally of technical platforms or solutions
• Demonstrated experience in building and maintaining highly valuable and outcome-based relationships with a diverse account base
• Experience working with and supporting small and medium sized businesses (SMBs), ideally in packing, production, and/or manufacturing industries

Responsibilities

• Serve as the primary point of contact to our customers, serving as a resource and partner to facilitate technical, operational, training, and administrative support
• Collaborate with Formic’s Sales, Product & Solutions, Deployment, and Monitoring & Maintenance Teams to guide customers - particularly 1st time automation buyers - through the onboarding & deployment process
• Identify, develop, and implement training approaches that speed the adoption of newly deployed systems
• Monitor & manage health and engagement by using diagnostic tools and strategic communication, identifying and mitigating potential relationship and experience risks
• Oversee a regular cadence of communication to assess satisfaction with deployed systems, address relationship issues, facilitate and offer training, solicit feedback, and identify opportunities for growth and improvement
• Serve as a consultative partner by providing customized insights and recommendations and value-added products and services
• Identify opportunities for growth within existing accounts, including deployment of additional like-for-like standard solutions, upstream or downstream standard solutions, or non-standard solutions that would be valuable
• Leverage understanding of customers’ businesses and feedback to provide insights for new product offerings and service enhancements that Formic can create to better serve their needs and address their challenges

Preferred Qualifications

• Outstanding communication skills and ability to collaborate cross functionally
• Experience in a consulting, consultative sales, or similar environment is a plus
• Some experience with supporting technology adoption in a manufacturing environment is a plus

Benefits

• Equity in Formic: your slice of ownership in a fast-growing Series A startup, backed by some of the best investors in the world
• 99% coverage for Medical, Dental, and Vision insurance plans (75% coverage for dependents) via Blue Cross Blue Shield and Guardian
• FSA & DCFSA
• Life insurance, Short Term Disability, and Long Term Disability plans (covered at 100%) via Guardian
• Employee Assistance Program
• Paid parental leave
• Company-sponsored 401k
• Home Office Stipend for remote and hybrid roles
• Monthly Phone & Internet Reimbursement
• Flexible time off policy and 10+ company holidays
• Team- and company-wide offsites