Client Success & Technology Advisor

What You'll Be Working On

Think of the manufacturers you'll work with. A plant ops director who has 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.

• 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.

• 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.

• 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.

• 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.

• 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 work streams simultaneously.
• Bachelor's degree in a relevant field (engineering, operations, information systems, or similar).

• Familiarity with Kinaxis Maestro, Planet Together, AVEVA, or similar manufacturing technology platforms.
• Experience with Service Now 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.

• Flexible and inclusive work environment, Medical insurance including prescription drug
• Generous vacation policy program
• Competitive salary, Vision benefits
• Profit-sharing, Dental benefits
• 401(k) savings plan with employer, Company-paid life insurance contribution, Voluntary benefits: short-term disability, longterm disability, additional life insurance