Carbon
Senior Carbon Technical Partner
Redwood City, CA
Working at the intersection of hardware, software and molecular science, we are committed to delivering on the promise of 3D printing, enabling commercial customers to go beyond basic prototyping to 3D manufacturing. Our company is built on the idea that diverse fields of study must come together to solve intractable problems. We have grand ambitions to create technology that will influence industry around the world. You will be joining a diverse team with a vibrant culture, where team success is as important as celebrating individual contributions. Help us change the world and we will help you change yours.
 
The Customer Success team works to ensure that customers love us and love our products. We are held accountable to ensure customers are successful and their experience with Carbon is positive. Carbon Technical Partners will be advocates for their customers, following up and managing all matters related to their customers’ needs, as well as ensuring successful adoption and utilization of Carbon products. CTPs will be expected to listen carefully, learn quickly, respond promptly and anticipate customer needs across a broad spectrum of industries.  CTPs will also need to delight and support their customers while efficiently balancing all of their customers’ needs. Carbon is a dynamic work environment and Carbon Technical Partners will need to be flexible and adapt to a dynamic business with ever changing needs and priorities.
 
We are looking for an individual who is a quick learner, passionate about helping customers adopt new technology, and focused on helping our customers be successful with DLS. This role will be based in Redwood City and will work primarily with our strategic customers in the US.

Responsibilities:

  • Build and maintain strong, long-lasting customer relationships
  • Operate as the lead point of contact for any and all service matters specific to your customers,  including adoption of our products, training end users, and technical issues
  • Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation
  • Assist with high severity requests or issue escalations as needed
  • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience
  • Liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions
  • Communicate clearly the progress of initiatives to internal and external stakeholders
  • Collaborate with Account Management team to identify and help grow opportunities within accounts from a technical perspective, including account health assessments
  • Excellent listening and presentation skills, including the ability to present technical information to key stakeholders and decision makers
  • Tech savvy individual with ability to quickly and effectively learn CLIP and DLS technology as well as complex hardware, software, and materials concepts
  • Required Skills:

  • Excellent customer-facing/interpersonal skills; profoundly customer-focused
  • Excellent problem-solving skills
  • Experience in delivering customer-focused solutions based on customer needs
  • Proven ability to manage multiple projects at a time while paying strict attention to detail 
  • Excellent verbal and written communications skills, including working with customers in-person, over the phone, and through email
  • Excellent listening and presentation skills
  • Tech savvy individual with ability to quickly and effectively learn CLIP and DLS technology
  • Ability to train customers on technical subjects in order to adopt our technology and be successful with our products
  • Works well in a team to help customers be successful
  • 3+ years of relevant experience
  • Ability to be flexible with a dynamic, growing company
  • BA/BS degree or equivalent
  • Ability to travel up to 40% of the time
  • Preferred Skills:

  • Technical background or experience in engineering or chemistry
  • Experience in a technical service or customer success role
  • Experience with DLP, SLA or FDM 3D printing technologies
  • Experience working in a small company
  • Language skills preferred - Spanish, German, or Mandarin
  • #LI-MD1
    Carbon is an equal opportunity employer. We provide complete benefits and competitive compensation including equity ownership.
    You do not need to match every listed expectation to apply for this position. Here at Carbon, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills

    By clicking the “APPLY FOR THIS JOB” button and submitting your job application, you agree you have reviewed the complete Privacy Notice for Employees, Independent Contractors and Job Applicants, which explains the categories of personal information we collect about you, the purposes for which the categories of personal information shall be used and your rights with respect to our use of such personal Information.

    Working at Carbon

    Overall Culture Score

    4.7/5

    CEO Score

    Ellen Kullman
    Top
    5%

    Ellen Kullman
    Top 5% of Similar Sized Companies on Comparably

    Awards

    Reviews from current employees

    Flex time off / unlimited PTO allows me to spend less time focusing on what hours I'm working and more on making sure I am producing quality outputs in a way that works for me.
    Employees are encouraged to be engaged and form alliances - we have a People of Color, Womxn's & Pride ERG.
    There is a lot of emphasis placed on making sure our culture truly lives up to the brand promise. Also our company-wide communication forums, such as #CarbonTalks and Carbon Connect, help employees feel included and informed.

    Videos

    Diversity at Carbon

    Top
    40%

    Gender Score

    As rated by current employees on Comparably

    Top 40%

    Diversity Score

    As rated by current employees on Comparably

    Perks and Benefits

    Health & Wellness
    Dental Insurance
    Vision Insurance
    Health Insurance
    Life Insurance
    Gym Membership / Reimbursement
    Paid Time Off
    PTO / Vacation Policy
    Paid Holidays
    Maternity / Paternity Leave
    Financial Benefits
    401K / Retirement Plan
    Office Perks
    Work From Home Policy
    Unique Office Space
    Company Social Outings
    Pet-Friendly

    eNPS

    49
    eNPS Score
    64%Promoters
    21%Passive
    15%Detractors

    Carbon's Employee Net Promoter Score (eNPS) is 49, as rated by 84 employees. This means 64% of Carbon employees would encourage their friends to become coworkers today.

    1 Cool Reasons to Work at Carbon

    1. Carbon