Micropsi Industries - Boston, MA
posted 3 months ago
As a Customer Success Manager at Micropsi Industries, you will play a pivotal role in managing a portfolio of customer accounts, focusing on the adoption and scale-up of MIRAI, our innovative AI software designed for industrial automation in manufacturing. Your primary responsibility will be to work closely with customers to understand their specific use cases, resource needs, and product feedback. This collaboration will extend to internal teams, particularly Sales, where you will help develop strategic account plans aimed at achieving and measuring success for our customers. You will also be responsible for conducting standard business reviews with customer stakeholders, ensuring that trust-based relationships are built and maintained throughout the customer journey. In this role, you will inherently work cross-functionally across various teams within Micropsi, including Sales, Product Management, Software Engineering, Automation Engineering, and Finance. Your ability to manage day-to-day customer relationships, monitor account health, and ensure optimal utilization of our software will be crucial. You will develop and execute strategic account plans in collaboration with the Sales team, secure renewals, and plan for expansions. Acting as the voice of the customer, you will collaborate with the Product team to vet and prioritize customer feedback, ensuring that their needs are met effectively. Additionally, you will need to understand the product well enough to address customer questions and concerns, while also supporting internal technical teams with triage and coordination efforts. Your role will also involve leading internal cross-functional coordination for customer accounts, prioritizing requests and needs based on the internal team's bandwidth. Furthermore, you will be tasked with building processes and metrics for the Customer Success function, ensuring that we continuously improve our service delivery and customer satisfaction.