Customer Success Manager – Castelldefels, Barcelona

BCN3D Technologies, based in Castelldefels (Barcelona), is looking for a Customer Care Manager whose responsibility will be to ensure and help our customers to maximize our 3D printing machines utilization.

WHAT DO WE DO?

At BCN3D we aim to help innovators and creatives to change the world, providing them with the best possible experience to materialize their unique ideas.

BCN3D designs, manufactures and sells all over the world top-quality desktop-sized FFF 3D printers. We offer our customers a complete solution to their needs thanks to our products, worldly renowned for their versatility.

In addition, BCN3D is driven by a pure Open Source working methodology, aimed to make the 3D printing technology accessible to the society, becoming an active player in its technological development.

ROLE MISSION

Are you willing to make the difference within a growing startup, becoming the leader of a new business unit within our company?

Customer satisfaction will be at the core of our organization goals in 2020: creating a successful customer success team and strengthening the overall customer experience for our products will be your mission. If you feel ready for the challenge keep reading!

WHAT WOULD YOU BE RESPONSIBLE FOR?

  • Define the vision of the customer success department, setting the ways to drive true value for the customers
  • Help customers to maximize and increase our printers usage, with the ultimate goal of  accelerating customers’ satisfaction and the organization long-term profitability.
  • Scale the newly created department: define, implement and oversee metrics and KPIs. Improve existing procedures and create new ones.
  • Define Customer Success service packages and correspondent pricing 
  • Create the relevant dashboards to measure customer success achievements and customer satisfaction levels
  • Define and oversee client lifecycle processes and touch points (on-boarding, usage/adoption, expansion, NPS etc). 
  • Ensure your team is accountable for clients onboarding and full adoption of products and services
  • Cooperate closely to BCN3D internal departments to leverage on clients needs: create company-wide customer feedback loop, transmitting relevant and actionable feedback to Engineering, Sales, Marketing, etc
  • Work with marketing in defining and creating automated educational content for existing customer base as well as for newly registered customers
  • Recruit, train, mentor and inspire a world-class team. Set expectations on performance and give feedback. 
  • Ongoing report on metrics and KPIs status to management 
  • Help foster company-wide culture of Customer Success and lead cross-functionally to drive customer success across the organization
  •  Conduct ongoing operational reviews to identify opportunities for continuous improvement and achieve operational excellence
  •  Travel to priority customers to strengthen relationships, conduct gap analysis, report on usage and lead value driven discussions.

YOUR SKILL SET

  • You come from a Sales, Customer Success or Account Management background. 
  • You have experience managing a Sales, Account managers or Customer Success team. 
  • You have commercial vision and a business mindset. You are driven by expanding the business and reaching defined commercial targets for your team
  • You have experience handling a portfolio of international clients, ensuring high satisfaction levels, identifying opportunities to maximize revenue, leading discussions and negotiations
  • You are familiar with Customer Success metrics and KPIs, procedures and best practices. Experience in implementing a Customer Success structures is an advantage.  
  • You have a technology background: experience in 3D printing is a great plus. 
  • You are familiar with generic support and customer satisfaction metrics and concepts
  • Experience in Hubspot is a must
  • You speak fluent English and Spanish, additional languages are a plus
  • You have strong interpersonal and communication skills.
  • You have experience managing & developing people.
  • You are self-motivated and high performance oriented.
  • You are proactive and self-driven. Able to prioritize and smoothly manage multiple tasks.

WHY BCN3D?

Do you want to be part of a young, innovative, multidisciplinary, passionate and highly motivated team? Then, BCN3D, a leader in the desktop 3D printing industry, is your place. Boost your professional career in a steadily-growing sector and develop your technical skills in an inspiring startup environment.

INTERESTED

Please, send your motivation letter and résumé indicating CUSTOMER SUCCESS MANAGER to jobs@bcn3d.com

 

At BCN3D we celebrate diversity and are committed to creating an inclusive environment for all employees. We are proud to be an equal opportunity employer.

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