Glartek, a VC-backed company founded in 2017, is a fast-growing global leader of Augmented and Connected Worker solutions for the Manufacturing and Asset-intensive industries and our mission is to increase the efficiency and safety of shop floor procedures, related to production, operational, maintenance, safety, quality, and training. Our software solutions combine the Augmented Reality (AR), Artificial Intelligence (AI) and Internet of Things (IoT) domains to bring visibility, optimization, and reassurance of field operations. Glartek has offices in Lisbon and Leiria, Portugal. The company has large customers such as EDP and Daimler.
This is a fantastic opportunity to be part of the growth of the company, working alongside R&D, Product Management, Product Marketing, Sales, and Customer Support colleagues. This is a new strategic role within the company, reporting directly to the COO. As a Customer Success Manager, you will be responsible for ensuring the maximum satisfaction of our customers, maintaining and building strong relationships and ensuring their needs are met by our products.
Last but not least, you will be empowered and accountable for a wide range of initiatives, which will give you the opportunity to own your career path and shape the future of Glartek.
If you are passionate about customer success and want to contribute to the success of a growing company, we would love to hear from you.
Tasks
Build strong relationships with customers and be a trusted advisor on product usage
Manage the onboarding and ongoing usage of the product by customers
Regularly train customers on new product features
Keep customers engaged and regularly using our products
Maintain a revenue base by supporting account retention and renewal
Drive upgrade revenue through increased product adoption and increased usage
Maintain a customer-focused culture and aid delivery of the product to market
Develop a deep understanding of thenproduct to address customer concerns and provide guidance effectively
Influence Roadmap based on company objectives and available resources
Liaise with Product Management and Sales to provide feedback about product development
Monitor and measure customer satisfaction and take proactive action to remedy any concerns
Monitor and measure the progress of the customer usage of the Glartek product
Capture and monitor key customer success metrics (e.g., NPS and CSAT)
Be an ambassador and champion of the Glartek culture and work ethic
Requirements
At least 2 years' experience working in manufacturing in Engineering, Continuous Improvement or Project Management
BSc/MSc in Computer-science, Electronics Engineering, Industrial Engineering Telecommunications Engineering, or related field
Fully proficient in Portuguese and English
Excellent organizer and planner biases towards quick problem solving
Excellent interpersonal and communication skills, to effectively communicate with customers as well as customer support, product management and sales
Understanding of the characteristics of startup companies and the need for flexibility of role definitions
Naturally positive, customer-oriented and results-oriented leader
Available to travel occasionally (