Customer Success Manager Job at FARO Technologies
FARO is an imaging company - and an
imagining company. We envision a better, more insightful, and more powerful world realized through digital 3D means and measurement technologies. Right from the start, we have helped our customers make better decisions - faster and more accurately than anyone else in the industry.
We work with the largest companies on the planet to provide the solutions that enable them to overcome their most pressing industry challenges. In aerospace and automotive, we work with firms like SpaceX, NASA, Tesla and Volvo among others. In the construction industry, we work with the largest builders to scan and design astonishing projects. For public safety professionals, our forensics scanning tools solve crimes and document scenes with high tech gear you probably see on CSI and in the movies!
We believe that if it can be dreamed it can also be measured. And if it can be measured, it can also be realized.
We are seeking a Customer Success Manager, located in the USA to work in our Building Insights segment at FARO Technologies. Building Insights offers an enterprise-ready SaaS solution that allows construction teams to easily capture, communicate, and control site progress with 360° virtual tours as well as other solutions within the construction industry. With our best-in-class technology team and platform, we are revolutionizing the construction industry with computer vision, machine learning, and AI.
How you will make a difference @ FARO
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Act as a trusted advisor to FARO’s Building Insights customers, with a focus on value realization and adoption of existing products
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Provide smooth onboarding processes and proactive customer interaction to ensure each new customer successfully launches the platform.
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Ensure that defined success plans are established to support the customers’ product adoption and expansion depending on their individual requirements.
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Organize and hold extra training and webinars to deepen product knowledge on a larger scale.
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Troubleshoot, record & follow up on top tier customer issues and communicate customer feedback to the team – working closely together with our support team.
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Conduct proactive quarterly reviews with customers.
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Proactively build relationships with customers to achieve loyalty
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Achieve operational excellence
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Function as the voice of the customer and provide internal feedback on how Building Insights can better serve our customers.
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Provide feedback that will improve effectiveness and efficiencies of processes and systems related to Customer Success.
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Drive alignment for customer renewals and expansion
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Develop plans for customer success and expansion for each customer to achieve growth goals.
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Identify up-sell and product expansion opportunities and communicate any potential risks that would threaten renewal
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Monitor and identify usage trends to uncover renewal risks and support greater adoption rates
This position requires
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3 years experience as a Customer Success Manager, Customer Support Representative, Account Manager, or Field Applications Engineer.
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Fluent English and Spanish (written and spoken) or English and German a big plus.
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Willingness to travel to customer meetings or exhibitions as needed both domestic and international. Estimate less than 15% of the time.
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Ability to work remotely with colleagues from multiple time zones and cultures.
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Previous experience in one of FARO’s core market segments a plus: architecture & construction, public safety, or 3D metrology.
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Previous experience with a Customer Success tech stack such as Salesforce.com, Jira, Gainsight, ChurnZero, Qualtrics, Medallia, Pendo.io, etc. is a plus.
Behavior/Relationship Skills
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Speak and prepare oral and written communication clearly and effectively, fostering open communication, listen to others, and deliver presentations.
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Act with integrity, demonstrate adaptability, and develop self through learning and feedback.
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Convey a sense of urgency, persistence, and commitment.
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Think strategically, analyze issues, use sound judgment, and innovate.
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Client focused mindset with an ability to understand customer requirements and identify expansion opportunities
What FARO can offer you:
FARO has excellent benefits for you and your family. We not only care for our employees but also to their immediate family members. We believe in a balanced work-life and have developed programs and benefits plans to support that ethic, such as:
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A competitive paid time off bank and paid holidays
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Medical, dental, life and AD&D insurance plans
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Pre-tax flex spending accounts for medical and dependent care
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401K with employer match
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Tuition reimbursement and training opportunities
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Wellness fairs
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Frequent lunch and learns to help educate employees about issues affecting their lives
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Other employee events
Inclusive
At FARO, we are committed to encouraging different perspectives and ideas that foster innovation. We believe that we are strongest with a diverse team of employees. We want every FARO employee to feel our commitment to showing respect for all and encouraging open collaboration and communication.
FARO is an equal opportunity employer and provides equal opportunities to all employees and applicants for employment. FARO is a government contractor and will take affirmative action as called for by applicable laws and Executive Orders.
Join us. Become part of a dynamic organization that values quality, leadership, teamwork,
honesty and openness as a way of life in conducting our business.
Learn more about FARO
here
#LI-Remote
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