We are looking to expand our investment in our most important asset, our People. We’re looking for a Customer Success Manager (CSM) who will help us drive scalable product adoption and ensure our customers receive the best possible value from EMPACT. This role will support our growth by providing tactical support and strategic consulting to our customers. Reporting to our Director of Customer Success (CS), you will work in close collaboration with the customers and all HTX teams, including Product, Programs, Innovation/Research, Marketing, and Sales/Business Development to advocate for the needs of the customer.

Responsibilities

Our ideal CSM is eager to learn all the ins and outs of EMACT, build upon our processes, and become a true partner (not just another vendor) to our customers. This is a great time to join an elite team that is at an inflection point, with opportunities to work with awesome people, amazing technology, and take on a set of responsibilities that are extremely important to HTX’s growth plans.

Serve as the primary point of contact for assigned customer accounts to:
Listen to our customers to understand their needs and meet them where they are
Build strong relationships with customers and help make EMPACT work for them in the best way possible
Drive product adoption, usage, and implementation with customers
Act as a trusted advisor to customers on change management, project management, instructional design, and other processes and techniques that surround implementation of new instructional technology
Proactively monitor customer health, usage, and needs and engage as necessary to help the customer derive maximum value from EMPACT
Develop and maintain a deep understanding of our product offering and communicate features and functionality that will improve the customer’s training and workflow
Provide product support through initial and on-going training and troubleshooting of issues
Support the product team by gathering and communicating customer feedback and feature requests
Understand the “big picture” mission of HTX and proactively position product value with customers
Develop and maintain product documentation and best practices and create channels for sharing this information with customers
Develop and maintain a deep understanding of our product offering and communicate features and functionality that will improve the customer’s training and workflow
Provide product support through initial and on-going training and troubleshooting of issues
Support the product team by gathering and communicating customer feedback and feature requests
Understand the “big picture” mission of HTX and proactively position product value with customers
Develop and maintain product documentation and best practices and create channels for sharing this information with customers

Skills

Ability to adapt to a rapidly changing/evolving product and respond strategically to customer needs
Strong interpersonal skills and track record of building collaborative relationships
Ability to listen and identify needs for the customer
Ability to identify and prioritize tasks with minimal supervision
Highly organized with exceptional attention to detail
Metrics-oriented and customer satisfaction driven
Exceptional presentation, organization, and communication skills (written and verbal)
Enthusiastic about technology with demonstrated technical aptitude
Experience working with XR technology is a plus
Experience working in Aerospace & Defense markets is a plus

Qualifications

5+ years of experience working with customers to implement software or training solutions
Bachelor's degree or equivalent experience
Relentless customer focus
Experience identifying gaps and improving processes and programs
Experience prioritizing needs and coming to the table with solutions
Enthusiastic about the opportunity to support a high energy, high growth work environment

We are interested in qualified candidates who are eligible to work in the United States.
We are not able to sponsor visas at this time.

or email htx.recruiting@htxlabs.com

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