Who are we: 

From small local businesses to large multinational corporations, when manufacturers use Paperless Parts, they free up valuable time to focus on what is truly important to them. Our customers spend more time with their families, expand their businesses, invest in sustainable practices, and grow as a result of new opportunities. We’re a passionate team that believes manufacturing is a vital component of our everyday lives and the backbone of our economy. We’re dedicated to providing this invaluable industry with a cloud-native platform that empowers the next generation of manufacturers to join the digital age. From life-saving medical devices to critical components that unlock new depths of outer space, our customers produce parts that go into some of the world’s coolest and most impactful products. Without manufacturing, many new ideas never become a reality. It is our mission to enable manufacturers with the technology they need to drive innovation – and our world – forward.

Paperless Parts is a team of motivated and hardworking creators and doers. If you’re looking to have a direct impact on a fast-scaling company that is revolutionizing an entire industry, read on and apply!     

Due to the nature of our business and interaction with external clients, Paperless Parts has a COVID-19 vaccination mandate. (Unvaccinated persons may request medical or religious accommodations on a case-by-case basis). 

Your purpose: 

Customer Success is at the center of everything we do.  As we add more features and capabilities to our platform, we are building a team that will focus on customer adoption, feature utilization, and enablement to maximize value realization for our customers. We are looking for a Customer Success Manager to join our team that will establish trusted relationships with our customers and internal teams that result in high satisfaction and renewal rates. 

Our Customer Success Managers work collaboratively as a team with a Technical Implementation Specialist and Integration Engineer to support ongoing customer needs throughout the lifecycle.  The team will also partner with Product and Engineering teams to capture customer feedback and influence platform enhancements.  This role owns post-implementation success and supports the customer evolution with The Paperless Parts platform.

Customer Success Managers will become experts in manufacturing processes such as CNC machining, sheet metal fabrication, and 3D printing.

Who you are:

You’re an experienced Customer Success Manager with a proven track record of delivering positive outcomes for your customers. You practice extreme ownership and work collaboratively across the organization to mitigate risks and identify creative solutions to problems.  

You take a consultative approach with customers through leveraging product utilization data and you know how to effectively prioritize customer requests/ requirements. You are also someone who cares deeply about helping customers achieve their business goals by understanding industry trends. 

Individuals in this role have a passion for technology and are willing to dive into new challenges; are adaptive and motivated by the opportunity to help Paperless Parts innovate with new processes and contribute to what’s already been built. 

This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card Holder.

 Responsibilities:

  • Develop and maintain a proactive engagement strategy for your customer base
  • Drive feature utilization and adoption across the Paperless Parts Platform to ensure the customer is receiving the full value of our product 
  • Collaborate with Product teams to develop internal processes to learn, test, gather feedback on new product features, and develop ongoing customer education process 
  • Reassess customer needs throughout the lifecycle and engage appropriate stakeholders to implement solutions for ongoing success 
  • Use technology stack to understand customer enablement gaps and deliver training to mitigate risk 
  • Train new platform users in your customer base. 
  • Update and maintain the CRM database with the most relevant account and relationship details  
  • Leverage data to identify critical customer challenges or blockers that could put customer renewal at risk and look to improve the current metrics that are tracked 
  • Own the risk mitigation and renewal strategy for each customer 
  • Assist in triaging customer issues and engage appropriate internal stakeholders to drive resolution 
  • Communicate customer trends and feedback to the Product team 
  • Ensure high customer satisfaction and reference ability
  • As part of the Paperless Parts team, further, the company-wide DEI & social impact initiates 
  • Travel to job shops as need, COVID-19 vaccination required

Knowledge, Skills, and Abilities:

  • 3-5 years experience in Customer Success or Account Management role with a technical focus, SaaS technology experience preferred 
  • High level of organization in your day to day operations- you understand what it means to be responsible for a customer portfolio and to prioritize your time efficiently
  • Outstanding verbal and written communication skills, with the ability to present to a diverse audience, both internally and externally
  • Excellent problem solver, ability to work cross-functionally to deliver results
  • Ability to work both independently and collaboratively, think creatively and tackle challenges

Paperless Parts Life:

Paperless Parts is an exciting Boston-based Series B SaaS company that has created the leading cloud-native software platform for manufacturers. 

Team: You will be joining a highly driven and collaborative team dedicated to empowering the next generation of manufacturers to join the digital age.

Culture: At Paperless Parts, we value intentionality in everything we do, grit in the pursuit of excellence, and curiosity with a bias towards action to deliver simple solutions. We live and breathe these values every day. As a fast-growing company, we’re continually improving what we’ve built while still building from the ground up. This creates a fast-paced environment where we work hard and celebrate our wins. 

Office: Our office is full of energy; people regularly collaborate to solve complex problems. We recognize that people work well in different environments and have intentionally designed our office to provide collaborative spaces and quiet focus areas. We have the top floor of a renovated brick and beam building where you will always be greeted by our friendly office dog, Bella, and have access to snacks, a rotating selection of beer on tap, and regularly catered meals. Our height-adjustable desks are set up with dual monitors, and employees are provided with the latest Apple technology to support productivity. Because we value the safety of our team, all employees and guests must be fully vaccinated to enter our office.

Location: Our headquarters is located in the bustling West End neighborhood of Boston, MA, and across the street from the new Hub Hall at TD Garden and North Station for easy access to most transit routes (Orange/Green Line and Commuter Rail) or a 6-minute walk from the Blue Line. Secure bike storage is available. 

Benefits: We value you and your family. With this in mind, full-time employees are provided: 

  • 100% coverage of health, dental, and vision for you and your dependents
  • Competitive pay and equity 
  • Unlimited PTO 
  • 11+ paid holidays
  • Work from home flexibility
  • Company-sponsored wellness stipend/free gym membership
  • Company-sponsored life, disability, and voluntary life insurance 
  • Pre-tax Commuter and FSA/Dependent Care FSA 
  • 401(k) plan
  • Employee recognition program

Paperless Parts is an Equal Opportunity & Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status

 

#LI-Hybrid

Apply for this Job

* Required
  
(File types: pdf, doc, docx, txt, rtf)
  
(File types: pdf, doc, docx, txt, rtf)
When autocomplete results are available use up and down arrows to review
+ Add Another Education


Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Paperless Parts’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.