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 relationshipsOperate 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 issuesTake ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalationAssist with high severity requests or issue escalations as neededMeet or exceed customer expectations on response quality, timeliness of responses and overall customer experienceLiaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutionsCommunicate clearly the progress of initiatives to internal and external stakeholdersCollaborate with Account Management team to identify and help grow opportunities within accounts from a technical perspective, including account health assessmentsExcellent listening and presentation skills, including the ability to present technical information to key stakeholders and decision makersTech 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-focusedExcellent problem-solving skillsExperience in delivering customer-focused solutions based on customer needsProven 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 emailExcellent listening and presentation skillsTech savvy individual with ability to quickly and effectively learn CLIP and DLS technologyAbility to train customers on technical subjects in order to adopt our technology and be successful with our productsWorks well in a team to help customers be successful3+ years of relevant experienceAbility to be flexible with a dynamic, growing companyBA/BS degree or equivalentAbility to travel up to 40% of the time
Preferred Skills: Technical background or experience in engineering or chemistryExperience in a technical service or customer success roleExperience with DLP, SLA or FDM 3D printing technologiesExperience working in a small companyLanguage skills preferred - Spanish, German, or Mandarin
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
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