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 an exceptional customer experience 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 effectively lead our Customer Solutions team. We're looking for someone who has a passion for making customers successful and creating a positive team work environment that will thrive in a department that carries high expectations and visibility.

• Manage the performance and growth of a fast growing U.S based Customer Solutions 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 tickets both internally and via the channel.
• Improve the customer experience through intuitive and high quality technical self help content.
• 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.
• Advocate for the customer and team through the Software, Hardware and Materials NPI programs and ensure the team is ready and positioned to succeed.
• Analyze, develop and launch process and tools both internally and externally to our Value Added Reseller network.
• Build a positive team culture that is recognized by the business and puts the customer first.

Important Note: 

Although we list out what we generally look for, we are very likely missing other attributes and skills that you have that could make you a great fit, but are not currently listed. Research has shown this especially applies to women and other marginalized groups, who tend to apply if they check 100% of every box, versus men who apply if they hit roughly 60%. The point we’re getting at, it doesn’t hurt to take a chance and apply!

What you have:

• Excellent people and relationship management
• Detail oriented and capable of managing complex processes and programs
• Experience working with or leading external and global support teams
• 5+ years of customer facing experience, ideally in management
• Experience creating technical content and training programs
• Experience leading support in a channel focused business
• Experience working with and building process in ticketing platforms such as Zendesk, Salesforce, or JIRA
• 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

Why Markforged?

Help us reinvent manufacturing. 

We are reinventing manufacturing so that engineers can build anything they imagine.

We are one team that wins together!

You will be engaging every day with passionate and dedicated individuals in a collaborative environment working towards making best-in-class products.

Perks & Benefits

For all US-based roles, we offer a competitive compensation package and a full suite of benefits, including medical insurance, dental insurance, vision insurance, 401(k), parental leave, commuter benefits, open PTO policy, and more. Our work environment includes casual dress, a fully stocked kitchen, bike storage, free parking, weekly catered lunches, and fitness perks. You will have unlimited access to our 3D printers for professional and personal parts!