• Full Time
  • Boston

Website 3dfortify Fortify

Manufacturing for the Digital Age

Fortify is a dynamic venture-backed 3D printing startup with a passionate team of engineers and business professionals who are at the forefront of bringing new technologies to market. Founded in 2016 and located in Boston, Fortify’s team is transforming the 3D printing industry with its patented DCM (Digital Composite Manufacturing) platform, enabling new material properties and components which can’t be made using other additive or traditional manufacturing processes. Fortify was recently recognized as one of the BostonInno companies on Fire by Boston Business Journal and featured in Forbes. To learn more about Fortify visit, www.3DFortify.com.

Summary of Position

We are building a world-class Customer Success team that is committed to delivering a best-in-class customer experience, ensuring Fortify customers seamlessly onboard onto our platform and realize rapid time-to-value from their investment in the Fortify platform. As the first Customer Success Manager at Fortify, you will be responsible for owning and nurturing customer relationships and ensuring our customers are achieving maximum benefit from our products and services. From developing onboarding plans, building training materials, to being the champion of the voice of the customer for our Product and Engineering teams, the Customer Success Manager plays a critical role in owning the customer journey. This role will work closely with Applications Engineering, Product Management, Sales/Marketing, and Product Development to advocate for our customers in the development of new products and offerings.

What you’ll be doing

  • Drive satisfaction and growth among our customers by understanding their business and technical needs and provide strategic consultation for leveraging the Fortify platform
  • Conduct regular, proactive outreach to customers to ensure technical performance, productivity, and achievement of business outcomes
  • Support customers through continuous evaluation of additive implementations and business strategy, serving as a trusted advisor and helping customers maximize their investment in the Fortify platform
  • Own the entire onboarding and training workflow to ensure immediate satisfaction and quick time to value
  • Serve as the primary liaison to our customers and provide meaningful and thoughtful Voice of the Customer feedback for our Product and Engineering teams
  • Partner with the Applications Engineers to develop suitable content such as webinars, white papers, and other marketing collateral to ensure customer success
  • Work with the Product and Applications team to construct and distribute relevant product documentation such as training manuals, product cheat sheets, and knowledge-base articles
  • Serve as main point of contact and oversee execution of Professional Services engagements including project management responsibilities

We’d love to talk to you if you have

  • BA or BS required
  • 3+ years of experience in a customer-facing role in customer success or post-sales account management
  • Strong understanding of additive manufacturing or previous experience working with customers in manufacturing or technology verticals
  • Experience in establishing and maintaining a Customer Success Platform such as Catalyst
  • Excellent communication and problem-solving skills; strong listener who also exhibits empathy
  • Demonstrated project management and presentation skills
  • Experience in a startup environment and/or experience in helping to build new teams and functions within an organization

Benefits of Working at Fortify

  • Competitive Salary and Stock Options
  • Employer Paid Premium Medical and Dental
  • FSA and Commuter Benefits available
  • Paid Parental Leave
  • Flexible PTO/WFH Policies
  • Monthly Wellness/ Lunch Stipend

To apply for this job please visit 3dfortify.com.

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