Summary:

As a Customer Success Manager, you will be responsible for owning the relationship with a book of business of Paperless Parts customers, helping drive their adoption of Paperless Parts features in order to maximize the value they receive from the platform, in order to retain and expand their business.

This is a full-time position based in Boston, MA, and requires on-site presence, with a hybrid schedule as needed. Travel is required for this role up to 25%.

Responsibilities:

• Manage a book of business of ~100 Paperless Parts customers, with a mix of high-touch customers managed directly and low-touch customers managed at scale
• Establish trusted advisor relationships with champions and executives, understanding their priority business objectives and how Paperless Parts helps them achieve these goals
• Ensure your customers understand the full functionality of Paperless Parts are enabled to maximize the value they receive from the system
• Understand why your customers partnered with Paperless Parts and measure success against these goals. Use performance against goals to measure ROI and regularly present ROI realization to the customer
• Manage renewals and retention of your customers, measured by Gross and Net Revenue Retention
• Identify where customers may benefit from additional Paperless Parts functionality or services, including additional software subscriptions or marketing solutions. Partner with Account Management to drive expansion
• Serve as primary point of contact and escalation point in urgent situations. Quarterback escalation and drive to timely resolution
• Regularly report to leadership the health of your customers, with a focus on at-risk customers and your plan to mitigate risk
• Accurately forecast renewals, expansion, and churn within your book of business
• Travel onsite to customers occasionally where an in-person visit will help achieve an important outcome

Requirements

• Experience managing revenue retention and product adoption of customers in a technical customer success or technical account management role
• A background in manufacturing, ideally in custom part or contract manufacturing. An understanding of Sheet Metal Fabrication, CNC Machining, Additive, and other manufacturing processes is a plus
• Comfortable analyzing a business objective and implementing a strategy to help a customer leveraging software to achieve this goal
• A track record of managing customers to business objectives and using achievement of goals to demonstrate ROI
• Experience managing revenue retention, renewals, and expansion. A track record of accurately forecasting expansion and churn.
• A proven ability to learn a software product in-depth in order to coach customers on workflows to maximize adoption and value

The Opportunity:

Customer Success is at the center of everything we do at Paperless Parts, and it all starts with our Implementation Team.  Reporting to the Manager of Technical Services, the Technical Implementation Specialists are responsible for building and maintaining customer’s technical solutions. Using P3L, our proprietary python based pricing language, the TIS will build a customer’s configuration during an onboarding project and support the configuration once the customer is live. The TIS is also responsible for deploying our standard integrations, making customizations where required. .. Candidates must have a firm grasp of programs such as Excel and have a willingness to learn our proprietary coding language, P3L, as well as other technologies.  As a Technical Implementation Specialist, you will work with our customers to build their quoting workflow in Paperless Parts and work closely with our Services Engineers and Implementation Project Managers to ensure customers are successful with the Paperless Parts Platform. 

Our implementations require discovery, planning, project management, and change management skills. Our customers vary in size and complexity, so we are looking for someone that has a track record of finding solutions to unique problems, thrives in challenging situations, and wants to apply these skills to help customers maximize the value of the Paperless Parts Platform. 

Technical Implementation Specialists will become experts in manufacturing processes such as CNC machining, sheet metal fabrication, and 3D printing.

Who you are:

We are seeking a driven individual to join our Implementation and Integrations Team as a Technical Implementation Specialist. The ideal candidate is excited to work with customers, build and foster relationships, and deliver technical solutions that solve their problems. You’re dedicated to working cross-functionally to deliver on crucial customer milestones and mitigate risk. You’re excited about sharing your solutions with your customers and training them to understand how to best utilize the platform.  

 Responsibilities of TIS:

• Lead the development of a customer’s new quoting workflow by leveraging Paperless Parts’ best practices and an understanding of the customer’s unique business requirements. 
• Expert knowledge of the Paperless Parts Platform coding language, P3L. Apply a rigorous problem-solving approach to design customized solutions to meet our customers’ needs.
• Lead the deployment of Paperless Parts standard integrations, making customizations where required. 
• Provide best practices for quoting workflows to maximize customer value.
• Work in close partnership with Implementation Project Managers and Integrations Engineers to gather requirements, map solutions, and meet onboarding milestones in order to complete projects on time and on budget. 
• Communicate clearly and regularly to implementation stakeholders regarding status and risks.
• Spend time on-site with customers to build relationships and learn how manufacturing shops operate. 
• Provide ongoing support for customers' Pricing Configuration and integrations within the Paperless Parts platform.
• Conduct thorough discovery to inform solution design; document all custom configurations, and code to ensure clarity, maintainability, and effective knowledge transfer for both customers and internal team members.
• As part of the Paperless Parts team, further, the company-wide DEI & social impact initiates 

Knowledge, Skills, and Abilities:

• Bachelor's Degree, Computer Science, Engineering, MIS, or related field
• Strong skills in a computational environment or programming language (Excel, Python, SQL etc.)
• Relevant work, education, or hands-on development experience
• Proven track record of implementing customers and adhering to time-to-value metrics
• Strong analytical and critical problem-solving skills
• Ability to translate business requirements to product solutions 
• Familiarity with “job shop” manufacturing, preferred
• Fast learner, ability to adapt to new processes and technologies, and evolving environments
• Excellent written and verbal communication skills
• Willingness to travel when necessary to customer facilities (average is about 25% of the time)

Salary range: $70,000 - $100,000

The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, performance, sales or revenue-based metrics, and business or organizational needs.