Onboarding & Support Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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CloudNC

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

☁️ SaaS

🏭 Manufacturing

🤖 Artificial Intelligence

💰 Convertible Note - CloudNC on 2024-11

SaaS • Manufacturing • Artificial Intelligence

CloudNC is a software company that provides CAM Assist, an AI-driven CAM automation platform that integrates with popular CAM packages (Mastercam, Siemens NX, Autodesk Fusion, GibbsCAM, SolidCAM and upcoming Creo) to generate machining strategies, toolpaths, feeds & speeds, cycle-time estimates, and fixture/soft-jaw designs. Targeted at machine shops, CAM programmers, and production teams, CAM Assist automates repetitive CAM tasks, supports 3-axis and 3+2 axis CNC workflows, speeds quoting and estimating, and aims to significantly reduce programming time (claims up to ~80% reduction). The product is delivered as a cloud/SaaS solution with enterprise-grade security and compliance options (SOC 2 Type II, ISO 27001, Cyber Essentials Plus, and an AWS GovCloud deployment option for higher-security environments).

📋 Description

• Run onboarding personally for new customers, from sales handover through installation and setup to a first real part • Own the product support function, including the queue, response quality, escalation path, and outcomes • Line manage and develop the Product Support Specialist and build the team as the company scales • Convert recurring friction into playbooks, help content, and product requirements • Monitor usage data, identify customers going quiet, and intervene before they stall • Manage customer escalations through support and onboarding into the CAM programming team • Deliver approximately 60% onboarding, spend 20% owning support, and 20% building scalable systems • Ensure customers reach their first accepted toolpath within 30 days • Improve onboarding efficiency and reduce support requests requiring CAM programmer time • Improve support responsiveness and reduce repeat contacts

🎯 Requirements

• Ability to learn CAM Assist and product changes rapidly • Manufacturing and tooling knowledge, including machining, tooling, setups, fixturing, tool libraries, and cycle time • Familiarity with CAM • Ability to be taken seriously by experienced machinists and recognize when to involve CAM programmers • Experience managing or mentoring people while carrying hands-on delivery responsibilities • Comfort managing approximately fifteen customers at different onboarding stages • Instinct to build systems and productise recurring manual work • Experience with manufacturing or engineering software in support, applications engineering, or implementation is useful but not required • Hands-on experience with any CAM system is useful but not required • Experience getting customers live on technical software is useful but not required • Experience running or supervising a support queue is useful but not required • Experience writing help content or building a knowledge base is useful but not required • Experience working alongside product and engineering on customer issues is useful but not required • Ability to work fully remotely within the US

🏖️ Benefits

• Stock Options • Annual Performance Equity Award • 36 days of annual leave including public holidays • Leading medical plan • Life Insurance • 4 weeks paid Sabbatical every 4 years • 401k • Enhanced primary, secondary and adoption parental pay & leave (maternity/paternity) • Occasional travel for strategic customers, trade shows and team meet-ups