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Customer Success Manager

Sales & Marketing | Silicon Valley | Full Time

Job Description

Company

At Falkonry, we envision a world where operational data informs every decision from operator to engineer to management through a creative combination of machine learning and domain knowledge to improve the quality, yield, performance, and safety of industrial operations. 

Falkonry’s ready-to-use machine learning system finds invisible patterns inside operational data, generating early warnings and solving the hardest operational problems.

The Falkonry team has extensive experience building and operating machine learning systems, and with managing the complexity of industrial operations. Falkonry serves Global Fortune 2000 industrial companies. For more information, please visit Falkonry.com.

Position

Falkonry's success depends upon its customers’ ability to fully harness the Falkonry technology. Customer success at Falkonry results from collaborative problem solving, advocacy, and coaching paired with the technical genius of the Falkonry system. ​The Customer Success function at Falkonry spans customer acquisition, activation and outcome assurance, through expansion, renewal, and retention. This journey is absolutely vital to our growth and profitability. This position will focus on pre-sales and post-sales activities, including billable services and will lean on technical support for regular support activities and training. This position will also optimize for engagement and satisfaction.

Responsibilities

  • Pre-Sales Success
    • Customer Development: Work with the sales team to identify the right customers. You’ll know who the ideal customer is, and be able to both filter from our pipeline non-ideal customers and draw high-potential customers into the context of an ideal customer.

    • ​Customer Acquisition: Support the sales team in proactively seeking out and identifying ideal customers based on your experience, and on your knowledge gained through expansion, advocacy, and recognition of success-potential.

    • Sales Process Engagement: Execute a flawless pre-sales process

      • You will know, manage, and execute a pre-sales process with the sales team.

      • You will instinctively understand which way the conversation is tilting and adjust the sales activity to compensate for such shifts.

      • From demo, to trial, to proof of value, you will manage prospect engagements in concert with sales team members. Exceptional organizational and communication skills essential.

  • Post-Sales Success

    • Deployment: You will coordinate Falkonry and customer IT/engineering teams to ensure correct selection and timely deployment to minimize friction and time to availability of the Falkonry system.

    • Customer Onboarding: Whether a pre-sales trial, or a post-sales deployment, you will define and lead the customer’s journey from system integration consultation to initial training and data organization through full competency with the Falkonry system.

    • Initial Engagement: You own TTFV (Time to First Value) — perhaps the most critical customer success metric as it defines the context for our customers’ perception of the customer-supplier relationship setting the tone and pace for renewal and expansion.

    • Training: As a Customer Success Manager, you will support the development and delivery of training materials to prospective users. You will identify and review training curriculum by coordinating and synthesizing inputs and observations from product and sales teams tempered by your excellent perception of customers’ training needs.

    • Train-the-Trainer: To accelerate and make repeatable TTFV and Expansion within customers, you will develop, maintain, deliver, and track the success rate of train-the-trainer programs within customer communities of users.

  • Support

    • You will be a Falkonry system expert. You will provide functional support to the customer community by having thorough knowledge of the Falkonry system, how to use Falkonry pattern recognition technology, and by developing exceptional skill at guiding customer-users to their Desired Outcomes through relentless functional support.

    • You will manage customer engagements to ensure customers’ needs are anticipated and fulfilled proactively. ​

    • You will, in concert with the product team, develop and maintain forums, knowledge base content, white papers, webinars, etc.

    • ​You will assist the Customer Success team to develop systems of metrics used to monitor customer engagement thus leading to proactive rather than reactive engagements.

  • Customer Feedback Loop:
    ​Your customer-facing skills mean that you have a direct line into how customers set their goals, how they use Falkonry (and other products) to reach those goals, and will often have keener insight into customers’ cultures, power and influence structures, and decision processes than account managers. You will be a conduit of these critical insights back into the sales, support, and product teams.

    • Ongoing Engagement: You will ensure customers realize their Desired Outcomes through use of Falkonry throughout their production lifecycle — from pilot production to mass production to product-in-service optimization.

    • Customer Advocacy: Reference customers are fuel for growth and trump any sales activity. Your success will create reference customers. You will craft referencable use cases, solicit quotes, and nurture referencable advocates of Falkonry and its products.

    • Customer Intelligence: Your natural ability to build trust relationships within networks of customer and other industry insiders will enable you to glean important intelligence that informs a complete picture of our customers including their perception of competing technologies.

  • Renewal and Expansion:

    • If the product has done its job well, your customers will renew. If you excel, your customers will identify new and additional Desired Outcomes and will expand their use of Falkonry. 

Skills:

  • Ability to manage and influence through persuasion, negotiation, and consensus building
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Excellent communication and presentation skills

Experience:

  • 3-5 years as a manufacturing Process or Industrial Engineering roles or equivalent (required)
  • 5+ years experience in customer-facing roles
  • A combined background of post-sales and pre-sales experience
  • Undergraduate degree in engineering (required)
    • Electrical
    • Mechanical
    • Industrial
  • Six-Sigma certification (desired)

Location and Travel:

  • Located in Silicon Valley, prepared for 50% travel