Senior Customer Success Manager

New York, United States | Full-time | Partially remote

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About Oden:

We are on the brink of the next industrial revolution and Oden is using our technologies to usher in the new era of manufacturing.

We’re on a mission to eliminate waste in manufacturing. Manufacturing has long been an analog world, but this has changed, now manufacturers are overloaded with data but few insights. 

We empower engineering and operations leaders to find and solve and prevent quality and performance issues through our advanced analytics and pre-built ML models. Through our manufacturing analytics platform, we bring a new level of efficiency, sustainability and competitiveness to the people who make our world.

Why We Do It:

We like to enable those who make things - to make more, to waste less, to serve their customers, and to thrive in a competitive world. Help enough makers, and the world can give us all the abundance we want for less cost and environmental impact. We’re on the verge of a 4th industrial revolution that begs for absolute efficiency in all factors of life. We plan to deliver that to everyone who makes things.

You:

  • Care about the mission of the product and company.
  • Are never satisfied with the way things are, but excited about the way things could be.
  • Embrace data and different technologies and want to see how they can work together.
  • Empathize with customer needs and enjoy novel ways of posing and solving their problems.
  • Live by transparent and scientific thinking. You put in the work to find the best ideas with those around you.
  • Are happy to put on steel toe boots and hit the factory floor to work with the production manager.

The Role:

As an Oden Senior Customer Success Manager, you will be our clients’ main point of contact and will build long-lasting partnerships to ensure the overall success of their experience with Oden. You will be responsible for coordinating all enablement for the client, helping them derive quantifiable value and adopt the most useful components of the Oden system in the context of their larger digital transformation journey. This will require growing relationships at all levels of the business and across Engineering, Operations, Quality, and IT. As the key touch-point between Oden and our customers, you will also play an important role in shaping new features and overall Product strategy.

Responsibilities:

  • Lead the implementation, adoption, and ongoing usage of Oden in partnership with clients
  • Act as the main point of contact and trusted advisor to clients, understanding their priorities, and creating and tracking to joint goals through a regular cadence of engagement
  • Partner with clients by providing best practices & recommendations on how they can incorporate Oden into their current workflows and identify specific use cases to drive value
  • Coordinate multiple client stakeholders, internal resources, and third parties to help clients leverage and expand usage of Oden through excellent project and relationship management skills
  • Own client renewals and support and identify opportunities for installation expansion
  • Maintain relationships across the client from engineers to senior management
  • Record, distill and deliver client feedback to Oden executives and Product to incorporate into future platform development and go-to-market strategy
  • Conduct Quarterly Business Reviews with client executives to consult on client strategy, business objectives, and their coordination with Oden’s value proposition

Preferred Qualifications:

  • 5+ years experience working in manufacturing on process optimization or digital adoption, either as a Consultant or Lean Expert or as a customer success representative for a 3rd-party SaaS vendor
  • Experience in process optimization or change management
  • Experience building close relationships with executives and engineers to understand their needs and see a solution through to completion
  • Proven track record leading all aspects of client engagement from status calls to quarterly business reviews
  • Curiosity and enthusiasm about technology
  • Exceptional communication skills
  • Strong project management and self-organization skills
  • Ability to multi-task across multiple clients & priorities
  • Comfort in a startup environment - ability to move quickly and wear many hats

Nice to Have:

  • Business management experience: operations management, engineering management or similar
  • An understanding of factory and manufacturing financials 
  • Experience translating business problems into technical solutions

What We Offer You:

  • Measurable impact on the world and the chance to help real people - family businesses, entrepreneurs, engineers.
  • An opportunity to build lasting, collaborative relationships with visionary C-level clients in the manufacturing, Industry 4.0, and AI spaces
  • A platform that has the potential to evolve beyond what we have envisioned now.
  • Scientific and transparent thinking, for everyone involved.

 

We’re an equal opportunity employer (EOE). 

Diversity at Oden means building a team that is rich across all boundaries of race, ethnicity, gender identification, sexual orientation, disability, religion, age and thinking style. We welcome all backgrounds, life experiences, and worldviews as this is the catalyst for the rapid evolution of our product and our organization. Diversity allows us to tackle new challenges, embrace change, make well-informed decisions, and ultimately Make Things Better. In alignment with our “People First” company value, Oden has a passionate internal team dedicated to the promotion of diversity and inclusion initiatives as a core component of our culture.

Our diversity initiatives apply to our practices and policies on recruiting, compensation and benefits; professional development; promotions; social activities, and the ongoing development of a psychologically safe work environment.