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Technical Customer Success Manager


New Jersey, New York, Philadelphia area

Technical Customer Success Manager


New Jersey, New York, Philadelphia area

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As a Technical Customer Success Manager at Factbird, your role is centered around leveraging your technical experience & aptitude in IIoT/Connectivity technologies to provide exceptional support to our customers/prospects/partners. You will serve as a pivotal & central point of contact pre/post-implementation, nurturing strong client connections, possessing a solid grasp of client needs and ensuring their successful integration of Factbird solutions into their operations, crucial for effectively realizing their business goals and securing their achievements.  Additionally, you’ll be looking for & identifying opportunities for upsell/expansion within accounts.


What we are looking for:

At Factbird, we are on an exciting journey of growth to support our expanding customer and product base. We are seeking someone who’s technically proficient, full of aptitude, passion & discipline who excels in the realm of manufacturing and IIoT/Connectivity technologies to join our USA team. While our headquarters is in Morristown, New Jersey, we are specifically interested in professionals based in New York, New Jersey, and the Philadelphia area. In this role, you will report to our US Country Manager/Head of Sales.

As our new Technical Customer Success Manager, you will be helping the USA team implement and upsell the Factbird Solution's impressive functional and technical features. You will play a crucial role in making sure we win technically during each sales cycle. Pretty cool, huh?’


As our Technical Customer Success Manager, you will:

  • Collaborate closely with customers, partners, and prospects to tailor effective strategies for achieving goals, setting up robust relationships, and addressing unique business needs through Factbird's technological solutions.
  • Execute remote/on-site proofs-of-concept, deliver product training, and ease setups for seamless integration.
  • Play a pivotal role in identifying and understanding technical requirements during client pre-sales interactions.
  • Participate in industry trade shows, company events, and pre-sales meetings.
  • Partner with our Account Executives, supplying essential technical support and contributing to sales strategy formulation.
  • Bring your technical expertise to customer meetings, webinars, and product demonstrations.
  • Maintain accurate customer records in tools like HubSpot for transparency and efficient management.
  • Engage in post-sales activities, ensuring smooth implementation and conducting thorough reviews.
  • Identify potential opportunities for customer upselling and growth.
  • Deliver top-notch technical support for our US customers, working closely with our Denmark-based HQ.
  • Capitalize on HQ support and training while autonomously addressing technical issues within the US time zone.



This role could be a fit for you if you bring:

  • 5+ Years of Relevant Experience: Ideally, you possess over 5 years of experience in production, automation, or industrial roles, (or similar manufacturing/production roles) preferably within an IIoT or subscription-based SaaS company, demonstrating a consistent history of achievement. We are also looking for someone with an education in Computer Science, Software Engineering, Electrical or Electronics Engineering.
  • The ability to debug complex technical issues.
  • Proficiency in English
  • Effective Communication Skills: Strong interpersonal, oral, and written communication skills that can be adapted to reach a wide range of individuals. Ability to synthesize and communicate technical and complex information to both technical and non-technical audiences.
  • Curiosity and you have an initiative-taker Attitude: As an initiative-taker, you're ready to take initiative and contribute to success.
  • Collaborative approach: Thriving in a fast-paced, high-growth environment, you bring a collaborative approach to the team and various departments.


Bonus points for

  • Coding Acumen: While coding experience is a plus, having the aptitude to learn coding for efficient same-day issue resolution, with the necessary training from HQ, is highly valued.


The Factbird Story

Factbird originated from the Emendo consulting group, recognized for its prowess in lean manufacturing and process optimization. While our roots are deep in this heritage, we have charted our unique course, standing at the forefront of manufacturing intelligence software today.

At Factbird, we pride ourselves on delivering plug-and-play hardware that can be installed in minutes. When paired with our innovative web-based software, our solutions provide you with insights accessible from any device, anywhere.

With our presence in over twenty-five countries and offices in Denmark and the United States, we are scaling significantly across the globe. Currently, we have a team of 50+ talented employees based in Denmark, the United States, Germany, and Sweden, dedicated to our mission, and our system is used by 200+ manufacturers worldwide daily.


At Factbird we take care of our people. Here is what we offer.

  • Complete and structured onboarding program in our headquarters in Copenhagen.
  • Employee Equity Program.
  • Flexible working hours. 
  • Competitive salary. 
  • Medical, dental, and vision insurance. 401 (K)
  • Paid parental leave policy.
  • Plans for career growth, tailored training, mentorship, and cross-team cooperation.
  • Great and structured onboarding - we want to teach you the best practices of a good sales approach.
  • An international, diverse, and inclusive culture. 
  • Remote work or co-working space. You choose! 
  • Flexible paid time off/holidays


Ready to join the Factbird Team?

Join us in shaping the future of data collection and production monitoring by submitting your application today. Please feel free to pass this information along to anyone you know who a suitable candidate may be!

Our interview process includes an initial call with our recruiter, followed by a conversation with our US Country Manager/Head of Sales, and a final meeting with our leadership team. If you have any questions, reach out to Khristel Aparicio (


At Factbird, we are dedicated to attracting, nurturing, and retaining the best talent in the industry. Committed to upholding the principles of fairness and inclusivity, we strive to hire the most qualified individuals regardless of factors like race, colour, religion, age, disability, and more. Our goal is to create an environment where everyone's skills and potential are valued, fostering advancement opportunities based on merit, qualifications, and abilities. Your uniqueness is our strength.



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