Onboarding & Support Manager

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

📋 Description

• Personally oversee the onboarding process for new customers, guiding them from sales handover through installation and setup to their first successful part.

• Take ownership of the product support function, ensuring effective management of the queue, response quality, escalation processes, and outcomes.

• Supervise and develop the Product Support Specialist while expanding the team as the company grows.

• Transform recurring challenges into playbooks, help content, and product specifications.

• Analyze usage data, pinpoint customers who may be disengaging, and take proactive measures to prevent stalling.

• Handle customer escalations through support and onboarding, collaborating with the CAM programming team.

• Allocate approximately 60% of your time to onboarding, 20% to managing support, and 20% to developing scalable systems.

• Ensure customers achieve their first accepted toolpath within a 30-day timeline.

• Enhance onboarding efficiency and minimize support requests that require assistance from CAM programmers.

• Boost support responsiveness and decrease instances of repeat inquiries.

⛳️ Requirements

• Capability to quickly learn CAM Assist and adapt to product changes.

• Knowledge of manufacturing and tooling, encompassing machining, setups, fixturing, tool libraries, and cycle times.

• Familiarity with CAM systems.

• Ability to earn the respect of experienced machinists and discern when to engage CAM programmers.

• Experience in managing or mentoring personnel while also fulfilling hands-on delivery duties.

• Comfortably manage approximately fifteen customers at various stages of onboarding.

• An instinct for developing systems and streamlining recurring manual tasks.

• Previous experience with manufacturing or engineering software in roles such as support, applications engineering, or implementation is advantageous but not mandatory.

• Hands-on experience with any CAM system is a plus but not essential.

• Experience assisting customers in getting started with technical software is beneficial but not required.

• Familiarity with running or supervising a support queue is advantageous but not essential.

• Experience in creating help content or building a knowledge base is beneficial but not mandatory.

• Experience collaborating with product and engineering teams on customer issues is useful but not necessary.

• Ability to work entirely remotely within the United States.

🏝️ Benefits

• Stock Options

• Annual Performance Equity Award

• 36 days of annual leave including public holidays

• Leading medical plan

• Life Insurance

• 4 weeks paid Sabbatical every 4 years

• 401k

• Enhanced primary, secondary, and adoption parental pay & leave (maternity/paternity)

• Occasional travel for strategic customers, trade shows, and team meet-ups