Associate Customer Solutions Manager

Description

As an Associate Customer Solutions Manager you will own the full post-sale customer experience: onboarding, project delivery, ongoing support, and long-term account growth. You will be the primary point of contact for your customers and their trusted advisor on the design-to-manufacturing lifecycle, working with Sales, Product, and Engineering to make every customer successful.
Responsibilities
- Customer Onboarding: Lead new customers from kickoff to go-live. Define success criteria, build deployment plans, and guide configuration, data migration, and training to accelerate time to value.
- Project Management: Manage customer projects end to end, including implementations, integrations, workflow buildouts, and expansion rollouts. Own scope, timelines, stakeholders, and risks to deliver on time and to a high standard.

- Ongoing Customer Support: Serve as the first line of support for your accounts. Triage and resolve questions and issues, coordinate with Support and Engineering on technical problems, and keep customers informed until resolution.
- Account Management: Build strong relationships with executive sponsors, operations leaders, and end users to drive renewals, secure references, and identify expansion opportunities alongside Sales.
- Adoption & Business Value: Drive adoption across the customer's user base, monitor usage and account health, and lead regular business reviews that connect Boltline's impact to the customer's operational goals.
- Trusted Advisor: Bring deep knowledge of the design-to-manufacturing cycle, and of PLM, MES, ERP workflows, to advise customers on best practices, process design, and use cases.

- Risk Management & Escalations: Be the primary owner of risks and escalations, with clear communication, defined action plans, and follow-through to protect customer satisfaction.
- Customer Advocacy: Capture customer feedback, use cases, and feature requests, and channel them effectively to Product and Engineering to shape the roadmap.
- Cross-Functional Collaboration: Work closely with Sales, Support, Product, and Engineering teams, including those in other time zones, to resolve customer issues and keep projects on track.
- Product Knowledge: Roll up your sleeves to learn the product and how it is deployed, so every customer conversation is credible and substantive.

Qualifications
- 3-5 years of professional experience in B2B SaaS, with a focus on design-to-manufacturing solutions.
- Experience in customer-facing roles such as customer success, implementation, account management, or sales engineering.
- Demonstrated ability to manage customer onboarding and multiple concurrent projects, with accountability for timelines and outcomes.
- Experience providing hands-on customer support, including troubleshooting, issue triage, and escalation management.
- Strong understanding of PLM, MES, ERP systems, with experience implementing or supporting them.
- Experience working with manufacturing or engineering organizations, preferably in aerospace, defense, or energy.
- Excellent communication and interpersonal skills, with the ability to engage audiences from shop-floor users to executives.

- Strong analytical and problem-solving skills, with the ability to understand customer challenges and develop effective solutions.
- Ability to travel extensively (30%+) for on-site implementations, training, and customer meetings.

Benefits
- Equity – We know that our employees are the reason we succeed. To give everyone a stake in our future, we are pleased to offer equity in the form of stock options to all regular, full-time employees.
- Comprehensive benefits program including subsidized medical, dental, and vision insurance.
- Company-paid life and disability insurance.
- 401(k) plan with employer match.
- 4 weeks’ Paid Time Off.
- Holidays – 10 days (including an end-of-year closure).
- Paid Family/Parental Leave.
- On-site gym or monthly wellness stipend (depending on location).
- Dog friendly offices!

ITAR Requirements

To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR), you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State.
Equal Opportunity

The Company is an Equal Opportunity Employer, including with respect to disability and veteran status. It is committed to compliance with all equal opportunity laws, including the Immigration and Nationality Act (INA) and Title VII. It does not discriminate on the basis of nationality, race, citizenship, immigration status, or any other protected class when it comes to employment practices, including hiring.