CAM Onboarding & Support Manager

Are you from an Applications Engineering or technical software support background, with experience working directly with manufacturing customers?

I'm working with a growing UK technology business that's making some serious moves in the US manufacturing market, developing AI-powered CAM software that's helping CNC manufacturers reduce programming times and improve productivity.

With continued growth across the States, they're looking for a CAM Onboarding & Support Manager to join their Customer Success team.

This is a hands-on position where you'll take ownership of the customer onboarding journey, helping manufacturing businesses get up and running with the software, while also managing and developing the technical support function.

You'll be working directly with customers, taking them through installation, setup and activation, ensuring they're getting the most out of the technology.

• Taking ownership of the customer onboarding process, from initial handover through software installation, setup and first successful use.
• Managing the technical support function, resolving customer issues, coordinating escalations and ensuring a high standard of customer support.
• Developing onboarding processes, training materials and support documentation to improve the customer experience as the business grows.
• Managing and developing a Product Support Specialist, working closely with the CAM programming and product development teams.

• Experience with in Applications Engineering, technical onboarding, manufacturing software support or a similar customer-facing technical position.
• Good understanding of CNC machining, CAM software and manufacturing processes, including tooling, work holding and machining strategies.
• Experience supporting customers through technical software implementation, installation, training or activation.
• Strong communication, problem-solving and organisational skills, with the ability to manage multiple customers and improve existing processes.

This could be a great opportunity for someone from an Applications Engineering background who's used to working directly with manufacturing customers and is looking to take the next step into a wider onboarding and support management position.

You don't need to be an expert CAM Programmer, but you will need a good understanding of CNC machining and manufacturing software, with the confidence to support customers and know when to involve the technical programming team.

The position is fully remote within the USA, with occasional travel for strategic customer visits, trade shows and team meetings.