Remote Senior Customer Success Manager

Summary

Join Formic as a Senior Customer Success Manager and play a key role in driving mutually beneficial customer relationships post-deployment by monitoring customer health and engagement, mitigating potential relationship and experience risks, and identifying growth opportunities in existing accounts.

Requirements

• 5-10 years of experience in an operational leadership role (e.g. Production or Maintenance Manager/Supervisor/Leader) in a manufacturing or repeatable production environment
• 3+ years of experience overseeing installation, operation, optimization, and/or maintenance of six-axis robotic automation in a manufacturing or production environment (e.g. robotic automation of palletizing, de-palletizing, case packing, machine tending, welding, injection molding)
• Experience working with Fanuc, Kuka, Yaskawa, ABB, Universal Robots preferred
• Process engineering experience: understanding of typical machine state information (faulted, ready, blocked, etc.)
• Experience identifying and resolving issues related to automated manufacturing processes: diagnose technical, operational, or process challenges; engaging necessary stakeholders or vendors; managing upstream and downstream processes and communication
• Outstanding communication and stakeholder management skills; able to build trusting relationships with diverse stakeholders and audiences, and collaborate cross-functionally
• Ability to travel ~50% of the time to customer sites across the US, living in close proximity to a major airport
• Holding a current, valid driver’s license and access to a vehicle

Responsibilities

• Serve as the primary consultative partner and point of contact for our customers: building strong relationships; facilitating technical, operational, training, and administrative support; and identifying opportunities for expansion
• Oversee a regular cadence of communication and site visits (including regular travel throughout the US) to assess satisfaction with deployed robotic automation systems, address relationship issues, facilitate and offer training, solicit feedback, and identify opportunities for growth and improvement
• Monitor & manage health and engagement by using diagnostic tools and strategic communication, identifying and mitigating potential relationship and experience risks
• Collaborate with Formic’s Sales, Deployment, and Monitoring & Maintenance Teams to guide customers - particularly first time automation buyers - through the onboarding & deployment process
• Identify opportunities for growth of products and services within existing accounts, including deployment of additional like-for-like solutions, or upstream or downstream standard solutions
• Leverage understanding of customers’ businesses to provide feedback for new product offerings and service enhancements for Formic to better serve their needs

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 on our base Medical, Dental, and Vision insurance plans (75% coverage for dependents) via Blue Cross Blue Shield and Guardian, with buy-up options, as well
• 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