Customer Success & Onboarding Specialist

Job Overview: Working alongside our client, an established provider of cloud-based production monitoring software for the manufacturing industry, we are looking for a Customer Success & Onboarding Specialist to join their growing team. The successful candidate will support new customers through software onboarding and training, whilst providing ongoing technical and customer support to manufacturers across the UK and international markets.

 

Benefits:

• Quarterly company performance bonus following successful completion of a six-month probationary period.
• 8% employer pension contribution.
• Hybrid working available.
• Comprehensive training and development opportunities.
• Opportunities to attend customer site visits and manufacturing exhibitions.

 

Remit:

• This position will suit an individual with previous manufacturing or production experience, such as a Production Planner, Production Scheduler or Manufacturing Coordinator, looking to transition into a customer-focused role within manufacturing technology.
• Previous software support or customer success experience is not essential, as full training will be provided.
• Reporting to the Operations Manager, the successful candidate will take ownership of customer onboarding, product trials and day-to-day support enquiries.
• This role offers the opportunity to work with innovative manufacturing technology, including AI-driven solutions, helping customers improve production visibility, efficiency and performance.

 

Responsibilities:

• Manage new customer onboarding following handover from the Sales team, ensuring a smooth introduction to the company’s production monitoring software.
• Conduct onboarding meetings, identify customer requirements and develop implementation plans.
• Coordinate hardware delivery, installation preparation and initial system configuration.
• Deliver remote product training and regular progress reviews throughout customer trial periods.
• Support customers in monitoring machine performance, downtime, scrap and other key manufacturing data.
• Respond to customer enquiries via telephone, email and Freshdesk, providing timely and professional assistance.
• Investigate software, hardware, configuration and connectivity issues, escalating complex problems to the appropriate technical teams.
• Maintain accurate customer support records, tracking enquiries through to resolution.
• Monitor customer trial progress, follow up on outstanding actions and support successful transitions to paid subscriptions.
• Liaise with internal Sales, Accounts and Technical teams to ensure effective customer communication and service delivery.
• Build strong working relationships with manufacturing customers across the UK, USA and wider Americas.
• Identify opportunities to improve customer onboarding, technical support processes and overall customer experience.
• Utilise AI tools to improve working efficiency and contribute ideas for future product enhancements.

 

Experience Requirements:

• Previous experience working within a manufacturing, factory or production environment is essential.
• Good understanding of manufacturing processes, production operations and factory environments.
• Strong communication and interpersonal skills, with the ability to engage confidently with operators, engineers and management teams.
• Good general IT skills and the willingness to learn new software and technology.
• Strong organisational, problem-solving and customer service skills.
• Ability to manage multiple priorities and work independently during remote shifts.
• Enthusiasm for AI technology and its practical applications within manufacturing.
• Previous experience in production planning, scheduling, manufacturing coordination or similar would be advantageous.
• Knowledge of manufacturing software, ERP, MES or production monitoring systems would be beneficial.
• Previous customer support, training or onboarding experience would be advantageous.
• Full UK driving licence would be beneficial for occasional customer site visits.

Tagged as: customer success & onboarding specialist