Client Success & Technology Advisor

JOIN THE TEAM THAT MAKES SMART MANUFACTURING HAPPEN We're passionate about helping manufacturing companies apply modern technologies to achieve their goals. We collaborate globally and cross\-functionally to implement great solutions, and we still get excited every time we help a customer exceed their targets. Every one of us is an expert in our chosen field, but we are constantly learning and broadening personal capabilities beyond our core skillset. We know when to ask for help, and there are always smart people on the team ready to help us solve complex problems or examine options with a fresh perspective. The Role Are you someone who speaks both the language of the plant floor and the language of technology? Do you get energized by turning a client's vague frustration into a concrete plan — and then watching them execute it? We're looking for a Client Success \& Technology Advisor to be the consistent, trusted presence for a portfolio of manufacturing clients navigating digital transformation. This role sits at the intersection of relationship management, technical advising, and strategic roadmapping. You'll own the health of your client accounts end\-to\-end: keeping support running smoothly, identifying enhancement opportunities, helping clients think years ahead, and making sure nothing falls through the cracks between what clients need and what we deliver. Think of the manufacturers you'll work with. A plant ops director who's been promised "digital transformation" for three years and is tired of vendor\-speak. A supply chain lead who knows her scheduling process is broken but can't articulate it to IT. A VP of Ops who needs to show the board a technology roadmap by Q2 and doesn't know where to start. You'll be the person who actually helps them get there. What You'll Be Working On Client Relationship Management * Own a portfolio of managed services accounts as the primary point of contact — the face of On Time Edge to your clients. * Run regular cadence calls and account reviews that go beyond status updates: reviewing open cases, tracking progress toward goals, and surfacing what's next. * Gather and synthesize client feedback — positive, critical, and everything in between — and route it where it creates the most impact internally. * Analyze account history and usage patterns to identify trends, flag risks, and proactively recommend improvements before clients ask. * Build and maintain living documentation for each account: environment details, escalation history, SOPs, and key contacts. Technology Roadmapping \& Strategic Advisory * Partner with clients to develop multi\-year technology roadmaps that connect their operational goals to realistic, sequenced improvement initiatives. * Conduct capability and maturity assessments to help clients understand where they are today, where they want to go, and what the path looks like — in terms they can take to their leadership. * Translate complex technical options into clear recommendations, weighing tradeoffs between configuration changes, process redesign, and new tools. * Bring manufacturing domain expertise to the table — understanding how decisions in the plant ripple into scheduling, quality, supply chain, and reporting. Managed Services Support * Serve as the first line of triage for client support cases: resolving what you can, escalating what you can't, and always keeping clients informed. * Collaborate with software providers and internal delivery teams to drive resolution of complex or escalated issues. * Maintain clear, accurate documentation of open issues, workarounds, and resolutions for each account. * Monitor client systems and service health to identify issues before they become incidents. Enhancements \& Continuous Improvement * Identify and scope enhancement opportunities within existing managed services agreements — whether that's a configuration change, a new integration, or a workflow redesign. * Work with clients to prioritize enhancements against their roadmap goals and budget constraints. * Coordinate with delivery teams to scope, plan, and communicate enhancement work to clients throughout execution. What You Bring to the Table Required * 3–7 years of experience in a client\-facing role in manufacturing technology — consulting, customer success, account management, or a combination. * Meaningful exposure to manufacturing operations: you understand what happens on the plant floor, in the scheduling office, and across the supply chain — not just in theory. * Experience with manufacturing technology platforms — such as MES, APS/scheduling, machine connectivity, or ERP — either as an implementer, administrator, or power user. * Strong ability to facilitate strategic conversations: you can guide a client from "we have a problem" to "here is our 18\-month plan" without losing them along the way. * Excellent written and verbal communication, including the ability to translate technical concepts for non\-technical stakeholders and vice versa. * Organized, accountable, and comfortable managing multiple client accounts and workstreams simultaneously. * Bachelor's degree in a relevant field (engineering, operations, information systems, or similar). Preferred * Familiarity with Kinaxis Maestro, PlanetTogether, AVEVA, or similar manufacturing technology platforms. * Experience with ServiceNow or comparable ITSM/PSA platforms — even as a power user or requestor rather than a developer. * Background in or exposure to supply chain, production scheduling, OEE, or MES environments. * Experience supporting or delivering managed services engagements, including SLA management and escalation handling. * Comfort using data to tell a story — whether that's pulling a report, building a simple dashboard, or walking a client through usage trends. You'll Love Working With Us Our focus is machines, processes, and operational efficiency — but our passion is the people across the manufacturing enterprise: on the plant floor, throughout operations, and across the supply chain. * We value integrity: * We value integrity: it drives our actions, words, and interactions with co\-workers and clients. * We're customer\-centric: when they succeed, we succeed. * We're responsible: we say what we're going to do, then do it. * We're respectful: how we want others to treat us is how we treat others. * We're balanced: when we work hard and play hard, we deliver our best. * We're a great team: ask for help when you need it, give help wherever you can. * We're getting better all the time: constantly challenge yourself and learn something new every day. What's in It for You * Flexible and inclusive work environment * Generous vacation policy * Competitive salary ($80,000–$120,000 DOE) * Profit\-sharing * 401(k) savings plan with employer contribution * Medical insurance, including prescription drug program * Vision benefits * Dental benefits * Company\-paid life insurance * Voluntary benefits: short\-term disability, long\-term disability, additional life insurance Pay: $80,000\.00 \- $120,000\.00 per year Benefits: * 401(k) * Dental insurance * Health insurance * Life insurance * Paid time off * Vision insurance Application Question(s): * Do you have 3\-7 years of experience in a client\-facing role in manufacturing technology\-consulting, customer success, account management or a combination? * Do you have a supply chain background? * Do you have a background in Advanced Planning and Scheduling or ERP either as an implementer, administrator, or power user? Work Location: Remote