Customer Success & Implementation Specialist (Multiple Locations: North America and Europe)

SmartSkin Technologies provides manufacturing optimization solutions globally to the food, beverage, & pharmaceutical sectors. SmartSkin serves the world’s largest pharmaceutical companies and all major beverage brands with its patented and award-winning Quantifeel™ sensor and software solutions. While most of our engineering and production activities are undertaken in New Brunswick, Canada, our global presence is increasing with team members located in major centers in North America and Europe.

Smart Skin is seeking motivated, experienced individuals to join our team as Customer Success & Implementation Specialists, working with our global clients in the pharmaceutical or beverage manufacturing industries. In this role, you will partner with SmartSkin Technologies’ clients to support the implementation, training, technical support and expanded use of our products remotely and in-person at facilities worldwide.  

Our ideal candidates have a wide range of experience in the manufacturing industry and are based in a major centre in North America or Europe. This position is intended to be fully remote. 

The Customer Success Implementation Specialist will: 

• Learn the technical details of how SmartSkin’s solutions work and develop a deep understanding of the problems we solve for our clients. 
  
• Travel to client sites to lead the onboarding process, support product implementation and provide training to users of SmartSkin Technologies products and services. 
  
• Ensure clients seamlessly integrate our technical products/services and perform tests and diagnostics to ensure hardware and software solutions are meeting expectations and delivering value to our clients. 
  
• Provide proactive support to customers as needed and communicate/report issues to internal team members in support of the clients. 
  
• Generate analytical reports based on SmartSkin’s data and provide recommendations/solutions for clients.  
  
• Understand our client’s priorities and key performance indicators in order to benchmark, monitor progress and deliver ROI from our solutions. 
  
• Document and report on key use cases to continuously improve our solutions.
  
• Schedule and lead regular client meetings to identify areas to improve customer satisfaction and grow relationships; communicate issues and possible solutions to senior management, and promote new or existing SmartSkin solutions to meet customer needs. 
  
• Build effective relationships with our client’s employees and leaders to encourage the use of SmartSkin's solutions. Promote new ways to leverage our products, ensure renewals, and grow the relationship through partnering with colleagues on SmartSkin’s Sales and Customer Success team. 
  
• Maintain awareness and keep abreast of constantly changing quality technologies and solutions relevant in the industry. 

Our ideal candidate has: 

• Experience in a manufacturing environment, as a maintenance leader, maintenance technician or controls engineer. Knowledge of key pharmaceutical or beverage manufacturing principles, challenges, and best practices is an asset but not required. 
  
• Outstanding communication and customer service skills with the ability to listen, understand, educate, and influence customers regarding products and services. 
  
• Good organizational and time management skills, and high level of attention to detail 
  
• Proven communication skills and ability to perform training. 
  
• Excellent English written and verbal communication skills. The ability to speak other languages is an asset.  
  
• Adaptability to a changing environment and strong ability to work independently. 
  
• Experience applying new technologies to solve problems in a manufacturing environment and strong computer skills, including MS Office, Salesforce, CRM tools and other office applications 
  Strong presentation and reporting skills 
  
• A strong interest in traveling to work with clients across the globe (willing to travel up to 50% of time as needed.) 

SmartSkin is driven by integrity, innovation, and ambition. We offer competitive compensation, company-paid health and dental benefits, a Group RRSP with matching, and real opportunities to grow your career while making an impact in a collaborative, forward-thinking environment.

Please apply online for this opportunity. We appreciate your interest in our company! Only those candidates selected for an interview will be contacted.  

To learn more about Smart Skin Technologies, please visit smartskintech.com.