Welcome to AMT PostPro, the world leader in post-processing of 3D printed plastic parts. Our automated finishing technology is designed for every 3D printer, utilising vapour smoothing and end-to-end automation. With facilities in the UK, Hungary, and the US, we are globally recognised for revolutionising post-processing standards to enable 3D printing as a viable manufacturing technology.
Role Description:
We are looking for an experienced Customer Success Representative (CSR)to join our team.In this role, you will act as the key advocate for customers, ensuring they derive maximum value from our post-processing solutions. Your role will involve overseeing our CSM/CRM system, providing ongoing customer service, supporting operational projects, and strengthening relationships. You will work closely with the sales, application and engineering teams to ensure our customers are achieving their goals in using AMT PostPro for automated post-processing of 3D printed parts.
This role ensures our customers experience the full value of AMT PostPro and that support functions are effectively coordinated and executed. While 3D printing experience is a plus, proven customer service and coordination skills are a must.
Key Responsibilities:
·Ongoing Customer Support:
* Act as the primary point of contact for customers, assisting with technical queries and navigating through internal channels to resolve customer problems promptly.
* Work closely with the application and engineering teams to resolve complex technical challenges.
* Manage and escalate customer queries following our SLA policy.
·Customer Advocacy & Relationship Building:
* Foster strong, long-term relationships with key customer stakeholders, understanding their needs, challenges, and business goals.
* Proactively engage with customers to monitor satisfaction levels and identify opportunities to improve their experience with the product.
* Ensure customer feedback is captured and communicated to internal teams for product enhancements and future developments.
·Customer Retention & Expansion:
* Ensure customers realise the full potential of their AMT PostPro investment, helping them increase efficiency, reduce manual labour, and improve the quality of post-processed parts.
* Identify upsell, cross-sell, and renewal opportunities by understanding customer goals and aligning AMT solutions to their evolving needs.
* Work closely with sales teams to support expansion opportunities.
·Data-Driven Insights & Reporting:
* Track key customer metrics (e.g., engagement, buying patterns, satisfaction scores) and use data to identify patterns, risks, and opportunities.
* Provide regular reports and updates to internal teams on customer health, including usage data, customer feedback, and potential areas for improvement.
* Use customer data to identify at-risk accounts and collaborate with the team to implement action plans.
* Revenue Generation:
* Provide quotations and process orders for consumable orders, including but not limited to solvents, filters, accessories, spare parts, etc.Follow through to ensure to delivery time exceeds customer expectations
* Operational Support:
* Book and coordinate business travel for the service and sales team within the EMEA region.
* Support additional operational projects, including those within the service, operations and sales teams.
* In cases where travel to customer sites or hosting customer visits cannot be facilitated by the AMT sales team, effectively represent AMT.
* Input sales orders into the CRM system in an accurate and timely fashion.This includes raising and processing purchase orders, assigning machine information into the system and working with the production team to establish lead times and communicating updates to our customers.
Required Skills & Qualifications:
* Experience:
* 1+ years in customer success, technical support, account management, or a similar role in a SaaS or hardware/technology company.
* Familiarity with CRM or help desk platforms (e.g., Salesforce, Freshdesk, HubSpot)
* Experience in technical or manufacturing environments, ideally within 3D printing or industrial hardware, with knowledge of additive manufacturing processes, materials, and part quality.
* Technical Expertise:
* Ability to understand and explain complex systems to a variety of customers.
* Knowledge of 3D printing workflows and the role of post-processing in additive manufacturing.
* Communication & Interpersonal Skills:
* Exceptional communication skills, both written and verbal, with the ability to simplify complex technical concepts for non-technical customers.
* Ability to build trust and credibility with customers, understanding their business goals and how PostPro fits into their operations.
* Empathetic, customer-focused approach with a strong ability to handle challenging situations professionally.
* Problem-Solving & Analytical Skills:
* Ability to assess customer data (e.g., usage statistics, feedback) to drive informed decisions that enhance the customer journey.
* Proactive in identifying potential roadblocks and collaborating with customers to resolve them.
* Organisational Skills:
* Excellent time management skills with the ability to manage multiple customer accounts and priorities in a fast-paced environment.
* Detail-oriented with a focus on always delivering high-quality service and support.
Preferred Qualifications:
* Fluent in English, both written and verbal.
* Proficiency in German is highly desirable; knowledge of other European languages is a strong plus.
* Bachelor’s degree in a relevant field (e.g., Business, Communications, Engineering, or a related discipline).
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
* Industries
Industrial Machinery Manufacturing
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