Associate Customer Solutions Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the complete post-sale customer journey, which encompasses onboarding, project execution, continuous support, and long-term account development.

• Act as the main point of contact and trusted advisor throughout the design-to-manufacturing process.

• Oversee customer onboarding, from the initial kickoff to the go-live stage; establish success metrics, deployment strategies, configurations, data transfers, and training.

• Manage the entire scope of implementations, integrations, workflow constructions, and expansion initiatives.

• Handle project scope, timelines, stakeholder engagement, and risk management.

• Deliver first-line customer support; address and resolve inquiries and issues, and facilitate technical escalations with Support and Engineering teams.

• Cultivate relationships with executive sponsors, operations leaders, and end users to encourage renewals, references, and opportunities for expansion.

• Promote product adoption, track usage and account health, and conduct regular business reviews that align Boltline’s impact with customer objectives.

• Provide customers with advice on best practices, process design, and use cases related to the design-to-manufacturing cycle, PLM, MES, and ERP workflows.

• Manage risks and escalations through clear communication, actionable plans, and follow-through.

• Gather customer feedback, use cases, and feature requests for the Product and Engineering teams.

• Collaborate with Sales, Support, Product, and Engineering teams, including those in different time zones.

• Acquire in-depth knowledge of the product and its deployment to offer credible and substantial guidance to customers.

⛳️ Requirements

• 3-5 years of professional experience in B2B SaaS, particularly focused on design-to-manufacturing solutions.

• Experience in customer-facing positions such as customer success, implementation, account management, or sales engineering.

• Proven ability to manage customer onboarding and multiple simultaneous projects, ensuring accountability for timelines and outcomes.

• Experience in providing hands-on customer support, including troubleshooting, issue triage, and escalation management.

• Strong knowledge of PLM, MES, and ERP systems, with experience in their implementation or support.

• Background in manufacturing or engineering sectors, ideally in aerospace, defense, or energy.

• Exceptional communication and interpersonal skills, capable of engaging a diverse audience from shop-floor users to executives.

• Strong analytical and problem-solving abilities, with a knack for understanding customer challenges and devising effective solutions.

• Willingness to travel extensively (30%+) for on-site implementations, training sessions, and customer meetings.

• Must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to secure necessary authorizations from the U.S. Department of State due to ITAR regulations.

• Capability to verify identity and authorization to work in the U.S.; completion of Form I-9 and adherence to E-Verify requirements.

• Successful completion of reference and background checks.

🏝️ Benefits

• Equity in the form of stock options for all regular, full-time employees.

• Subsidized medical, dental, and vision insurance.

• Company-funded life and disability insurance.

• 401(k) plan with employer matching contributions.

• Four weeks of Paid Time Off.

• Ten holidays, including a year-end closure.

• Paid Family/Parental Leave.

• On-site gym or monthly wellness stipend, depending on location.

• Dog-friendly office environments.