Customer Success Team Manager

LuxCreo is a leader in 3D printing solutions andcommitted to innovation, product excellence, and customer success. Providing fully integrated solutions – cloud connected 3D printers, AI-enabled printing software, and advanced materials, LuxCreo is transforming the way businesses design and manufacture products in consumer, medical, dental, and industrial industries.Backed by Kleiner Perkins,LuxCreo is a privately held company with North American headquarters in the San Francisco Bay Area and Chicago Metropolitan Area.

At LuxCreo, we are dedicated to transforming industries with our innovative 3D printing solutions. As a vertically integrated leader in the 3D printing sector, we pride ourselves on pushing the boundaries of what’s possible and consistently delivering unparalleled quality to our customers.We view Customer Success Team as the ultimate organization in the company.A successful candidate must be a top technical problem solver with strong business leadership and work ethics.Advanced degrees such as PhD and MBA are preferred but not required.

Position Summary

We're on the hunt for a dynamic Customer Success Team Manager for the North America and Europe regions. This role will spearhead our efforts in ensuring exceptional post-sale experiences for our customers, fostering a customer-centric culture within the team, and leading the strategic development of our after-sales support and onboarding pipeline.

A successful candidate will be able to work cross-functionally with colleagues in software, hardware, material, and quality departments and quickly/deeply understand technical issues within a project. This candidate will often be in a customer-facing role and will be responsible for smooth delivery, installation, and management of key technologies and product solutions. We expect this candidate to be highly organized, experienced at client management, and collaborative across departments in different continents while maintaining a strong technical grasp of additive manufacturing technologies. This candidate will also be expected to be comfortable in a lab or manufacturing setting and will perform technical testing, product development, and audits.

A successful candidate will need to be able to communicate excellently and proactively, solve complex technical problems under pressure while presenting a professional face to clients, prioritize tasks, and think/act quickly and decisively in matters relating to software, hardware, and materials.While 3D Printing experience is preferred, quality candidates from other fields and walks of life are encouraged to apply. Bilingual ability in Mandarin is a plus, but not required.This position will be based in our Chicago office.

Qualifications

• Bachelor’s degree in chemistry, physics, or engineering field and >8 years of experience in technical customer support, or a master’s degree or higher in an equivalent field and >5 years of experience in technical customer support.

Responsibilities

Technical Support:Provide expert-level support and diagnostics for both hardware and software components of LuxCreo's products.

Software Update Rollouts:Manage and oversee the publication of software update rollouts, ensuring that updates are effectively communicated and implemented for our customers.

Release Notes:Draft, publish, and communicate clear and concise release notes to inform our customers about the latest product updates and enhancements.

Ticket Management:Efficiently manage support tickets, ensuring timely resolution, and facilitating appropriate escalations when necessary.

Process Development:Design and implement robust infrastructure and processes to enhance customer support operations and efficiency.

Team Leadership:Lead, inspire, and manage a dynamic customer success team, ensuring consistent training, development, and performance evaluations.

Customer Relationship Management:Cultivate strong, lasting relationships with customers by providing exceptional service and understanding their individual needs.

Onboarding & After-Sales Support:Collaborate with the sales team to streamline the onboarding process for new customers, ensuring a seamless transition and a positive initial experience with LuxCreo.

Culture Building:Champion a customer-centric culture within the team, where every member is dedicated to enabling and engaging our valued customers.

Requirements

• Software rollouts.
• Must have a genuine passion for empowering and engaging customers.
• Managing support tickets.
• In-depth knowledge of both hardware and software diagnostic techniques.
• Release note publication.
• Proven ability to build and maintain strong customer relationships.
• Designing processes for customer feedback.
• Excellent communication and leadership skills.

Skills

• Ability to multi‐task and prioritize projects effectively.
• Excellent problem-solving and communication skills.
• Excellent client management skills.
• Passion for 3D printing.
• Enthusiastic self-starter capable of working both independently and in a team.
• Well organized and detail-oriented.
• Experience with 3D printing preferred.

What's in it for you?

• Opportunity to work in a fast-paced, innovative environment with a leading company in the 3D printing sector.
• Highly meaningful and impactful role that makes a measurable difference to our customers and their patients and clients.
• Be a key part of a transformative journey for digital dentistry and industrial production.
• Collaborative team atmosphere and the chance to make a tangible difference in the success and growth of our customers.
• Competitive salary and benefits package.

LuxCreo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.