Technical CSM (customer success manager) – Kansas City
Kenzen is a biometric data company focused on industrial workforce safety based in Kansas City and New York City
The Technical CSM role owns the on-boarding, implementation and launch life-cycle for new customers. This position is a part of the Commercialization team but works with other departments within the organization including Product, Technology, and Data Science.
Goals and responsibilities of the Technical CSM:
On boarding customers
Manage customer trials and pilots
Increase customer retention
Manage customer support including technical questions
Drive growth through upsells
Increase customer lifetime value
Collect user feedback and develop processes to capture it
Track success metrics
Monitor product usage
The Technical CSM will manage customer trials and pilots of the Kenzen smart patch solution. He/She will build and manage the process and methodology as well as aggregate and prioritize feedback and generate new product requirements or defects. He/She will work closely with the internal product team as well as customer users to ensure we feedback is collected that is meaningful, useful and actionable so that bugs, gaps and feature requests are prioritized.
The Technical CSM leads all aspects of customer engagement from a solution and technical perspective. He/She will be engaged during the pre-sales activity to help collect requirements, answer customer solution / technical questions, provide technical RFP responses. He/She will deliver the solution at the customer premise, collaborating with the customer implementation team to define points of integration, updated processes, stakeholder engagement.
The Technical CSM will interface with the customer technical teams to implement the solution, integrated into the customer environment, with support from others on the Kenzen Team.
LOCATION: Kansas City
3-5 years experience as solution architect / project manager / Technical CSM ideally in an industrial space and/or healthcare related space
Demonstrated ability to develop and implement new processes related to NPI / NPD / customer feedback
Excellent interpersonal skills, ability to navigate through political structure of large Fortune Industrial 500 customer environment
Ability to synthesize and prioritize multiple streams of product and technical feedback
Experience in underlying key technologies – sensors, wireless integration, analytics, as well as mechanical, electrical and application software fundamentals at an overall system level