At Markforged, we are on a mission to unlock the next 10x of innovation in design and manufacturing. We build an Industrial 3D Printing Platform to liberate designers and engineers from decades-old, slow part creation processes. NASA, Google, Ford, Amazon, Siemens and thousands of companies in 50 countries use Markforged to print same-day prototypes and produce stronger end-use parts than they did before. With Markforged, customers are able to ship 50X faster, spend 20X less, and build products that are 23X stronger.

We need exceptionally talented and versatile people to join our team in Watertown, MA and support our growing customer base. If you have a vision of how to drive customer success through excellent technical support, online content and training and can effectively lead a team to achieve that success, we would love to speak with you. We are looking for an innovative, dynamic, and driven leader to lead our Customer Solutions team. We're looking for someone who has a passion for making customers successful and creating internal process to use their information to make us successful.

In this role, you will:

• Manage our Customer Solutions and Technical Documentation and Training Teams.
• Manage the performance and growth of a fast growing 10-20 person team.
• Make Customer Solutions a competitive advantage through excellence at every customer and Value Added Reseller (VAR) touch point.
• Be accountable for service metrics and response quality of incoming customer support requests.
• Improve the customer experience through intuitive and high quality technical self help content.
• Drive training our Value Added Resellers to provide a high level of support to their customers and hold them to the same level of quality we will hold ourselves.
• Create efficiency and scalable processes that support our customers, allow us to scale and turn data info valuable feedback for the rest of the business.
• Build a positive team culture that is recognized by the business and puts the customer first.

What we look for:

• Excellent people and relationship management
• Detail oriented and capable of managing complex processes and programs
• 5+ years of customer facing experience, ideally in management
• Experience creating technical content and training programs
• Ability to lead change, coach and manage individuals to improve operational efficiencies
• Ability to make data-driven decisions
• Demonstrated ability to communicate and influence effectively across organizational levels
• Excellent written and verbal communication skills
• Technical background or work related experience in: Systems Engineering, Hardware, Mechanical, Electrical Engineering, or Software; 3D Printing or Robotics experience is a plus

Markforged values the differences among our employees and provides equal employment opportunities to all employees and applicants for employment. These differences include but are not limited to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. This goal emphasizes the development of inclusive work environments that capitalize on each employee’s skills, experience, and unique perspectives as we strive to achieve an unparalleled standard of excellence. To all recruitment agencies: Markforged does not accept agency resumes. Please do not forward resumes to our jobs alias or Markforged employees. Markforged is not responsible for any fees related to unsolicited resumes.