Technical Customer Success Executive

Key Responsibilities

• Deliver value to customers and drive platform engagement, owning 5-10 customers.
• Engage cross-functional teams at customers and their manufacturing partners to help them deliver accelerated time to market for NPI and improved first pass yield in production.
• Launch new programs and production lines, setting up customer projects, overseeing station deployments, running correlations, setting up and reviewing discoveries and monitors, ensuring data accuracy and actionability.
• Present quarterly executive business reviews to the VP level, showcasing results and impact, and addressing any concerns.
• Identify customer technical needs and product roadmaps to understand future expansion potential.
• Generate business value assessments to justify further customer investment in the Instrumental platform.
• Orchestrate Instrumental team members to maximize value for customers, representing customers to the C-Suite, Sales team, Product, Engineering, and Data Quality analysts.

Qualifications

• 2+ years of demonstrated success in hardware development and/or manufacturing-focused technical program management, with experience presenting outcomes to the VP level.
• 8+ years of total experience with hardware development and manufacturing, with a deep understanding of transforming KPIs like failure analysis time, yield, throughput, and quality into business and operational value.
• Mastery of winning others over; leading from the front and by example, building relationships with new people.
• Data analysis and failure analysis skills, especially with electronics functional and reliability test data, helping customers pass tests in both NPI and production.
• Exceptional written and verbal communication skills, with a knack for executive presentations, crafting data-rich presentations that drive decisions.
• A strategic mindset, setting goals, building operational plans, and delivering results, embracing ambiguity and seeing blockers as opportunities to improve.