Customer Success Engineer - Central Region at Markforged (Watertown, MA or Remote)

| Watertown | Remote
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The Customer Success Engineer (CSE) is responsible for ensuring the technical success of Markforged customers via direct engagement and enablement of technical resources among Channel Partners. Serving as an expert in Markforged technology and additive manufacturing, the CSE will provide resources and insights that enable customers to maximize their investment in the Markforged platform. In addition to driving value for customers, the CSE helps drive business value for Markforged by expanding customer applications and material usage, supporting organic account growth.
What will you own?
  • Builds and maintains engineering relationships with customers, serving as product expert, providing on-going technical guidance and support throughout product implementation lifecycle 
  • Executes post-sale engagements with customers such as training, enhanced onboarding and ad-hoc additive consulting 
  • Partners with Customer Success Manager as part of a post-sales enablement and growth strategy, ensuring high levels of productivity and satisfaction among territory install base
  • Enable Channel Partners to execute successful post-sale engineering engagements and build relationships through delivery of best practices and leading by example
  • Proactively engages with key customers in territory in order to provide ongoing enablement with regard to hardware and software usage and additive design and implementation
  • Partners with Customer Solutions to resolve issues and provide feedback internally on hardware performance and case resolution details
  • Collaborates with Sales and Professional Services to secure opportunities for account growth within territory 
  • Contributes to the ongoing development and expansion of the Markforged platform through application development and discovery, participating in customer advocacy and Voice of the Customer initiatives, and serving as an internal consultant supporting the knowledge base across Markforged teams (Marketing, Product, Engineering, Go-to-Market)

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:
  • 5-7 years of customer-facing experience in a technical role; experience in additive manufacturing or 3D design is ideal
  • Experience in customer success; customer-facing experience with a focus on account growth OR post-sales account management experience
  • Experience in additive manufacturing and technologies in technical customer success, sales engineering, or customer solutions
  • Demonstrated ability to troubleshoot and resolve technical issues
  • Design for Additive experience and skills
  • Degree in mechanical or manufacturing engineering preferred
  • We use Apple computers and G-suite collaboration tools. While experience with these tools is not required, the ideal candidate will be excited to broaden their knowledge and embrace change.
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!
 
Please be aware that the Company requires all employees [who are required to work onsite, whether regularly or sporadically] to be vaccinated for COVID-19. This position will require the successful candidate to show proof of a vaccination. The Company is an equal opportunity employer, and will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law.
 
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.
 
 
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • CoffeescriptLanguages
    • jQueryLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • Google AnalyticsAnalytics
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • SolidWorksDesign
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • WordpressCMS
    • SageCRM
    • SalesforceCRM
    • MarketoEmail
    • MarketoLead Gen

Location

480 Pleasant Street, Watertown, MA 02472

An Insider's view of Markforged

What are some social events your company does?

Markforged really cares about giving employees the opportunity to celebrate company milestones and bond outside of the context of work. We celebrate product launches, big wins, and holidays with outings. In addition to company milestones. My personal favorite social “events “ are the informal Friday afternoon happy hours at the office.

Daniel

Product Marketing Manager

How do you collaborate with other teams in the company?

One Team is a company value here. When making a 3D printer, we provide a dedicated build space to a cross-disciplinary team of engineers. These spaces become cultural bastions for promoting camaraderie, great music playlists, and company memes. This fun and inspirational environment for teams to collaborate is why our products are best-in-class.

Ariel

Principal Software Engineer

What makes someone successful on your team?

For someone to be successful on my team, I think they have to be enthusiastic and passionate about our systems and materials. We are always trying to make improvements, and being excited about how you can help our systems improve is essential! Passion and positivity have been the two qualities that helped me grow the most on my team.

Umema

Materials Print Engineer

How do your team's ideas influence the company's direction?

Markforged’s greatest asset is our #OneTeam. This is our DNA. All of the great ideas we’ve seen come to life at Markforged are because of our employees. I truly believe that we have the best team in additive manufacturing! It is because of their intellect, passion, commitment, and creativity that we’ve gotten to where we are today.

Shai Terem

Chief Executive Officer

What's the biggest problem your team is solving?

I think one of the most challenging things as a print systems engineer is learning all the technical and non-technical aspects of our business. We have to know a lot, kind of like a jack of all trades. We have to have our fingers on the pulse of a lot of different teams so that we have a holistic picture of what's going on.

Dalton

Senior Print Systems Engineer

What are Markforged Perks + Benefits

Culture
Partners with Nonprofits
We sponsor a Distinguished Black Engineer scholarship and Female Engineer scholarship through Bold.Org
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Markforged provides up to 12 weeks of parental leave to eligible employees.
Flexible Work Schedule
Remote Work Program
Work remotely on occasion as needed - especially during COVID no one is required to be in office unless deemed essential.
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Markforged has a take what you need vacation policy.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
We have plenty of controllers for video games - and ping pong tables in both offices.
Stocked Kitchen
Snacks, hot and cold coffee, gourmet tea selection, soda, Soylent, yogurt, string cheese, fruit and veggies!
Some Meals Provided
Markforged provides free catered lunch every Tuesday.
Happy Hours
Weekly Friday happy hours and quarterly Work Anniversary Celebrations.
Parking
Free, dedicated employee parking lots.
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Markforged offers employees professional development opportunities like The ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
Promote from within
Customized development tracks
Paid industry certifications

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