Technical Account Manager

Houston, TX
Full Time
Customer Success
Mid Level

Position Location: Houston, TX

About MacroFab

MacroFab is the world's first digital manufacturing platform and marketplace for electronics manufacturing. We are a team of highly motivated doers focused on delivering value to our customers every day while developing innovative solutions to disrupt and transform a $500B market. Our mission is to build a software platform that enables hardware companies to manufacture their products more efficiently while enabling contract manufacturing factories to take advantage of excess capacity and increase profitability. Many of the largest and most exciting product companies, from startups to Fortune 500s, work with us daily to meet their manufacturing needs - from prototypes to high-volume production.

Position Description

As a Technical Account Manager you will work to help our largest transactional customers as they use the company’s products and services. It’s crucial to develop long-term relationships, and to preempt any problems before they result in returns or churn. Success in this role will be demonstrated by lowering returns, increasing repeat business, and help our customers realize the most value from MacroFab.

Key Responsibilities

  • Actively manage a portfolio of 20-30 assigned targeted accounts 
  • Implement Customer Success Plans for assigned accounts.
  • Strategize with MacroFab internal teams on ways to grow customer base.
  • Manage escalations and respond in a timely way to product-related inquiries.
  • Work with the Product team to improve products and services.
  • Maintaining customer relationships and ensuring customer satisfaction.
  • Collect, report, and analyze customer feedback
  • Document customer needs 
  • Research and analyzes industry trends
  • Create, implement and own the customer success playbook and processes that enable customers to work more efficiently whilst supporting company’s adoption and engagement goals

Basic Qualifications 

  • Minimum 4 years of experience in Customer Success or similar role, preferably with a SaaS organization. 
  • Strong communication and interpersonal skills
  • Sales-oriented
  • Excellent client-facing skills
  • Proven desire for continuous learning and improvement.
  • Excellent presentation, organization, listening and interpersonal skills, with an ability to write and speak succinctly.
  • Strong leadership skills.
  • Experience in managing a diverse group and training each according to company standards
  • Experience working with brand image and promoting value through customer experience
  • Accountability and personal organization are essential.
  • Knowledge of digital technologies
  • Expertise with Excel and CRMs, preferably Salesforce

MacroFab Core Values 

  • High Performance
  • Customer First
  • Ownership & Accountability
  • Bias for Action
  • Trust in Team 

Even if you don't meet all of the requirements listed here, we still encourage you to apply. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what any list of requirements will capture.

Note: MacroFab is currently not sponsoring H1-B Visas.

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