Remote Hospitality Support Manager
Job Overview
Aveniya is at the forefront of manufacturing technology, solving the fundamental limitations of conventional 3D printing with our proprietary Micro-Fusion™ process. By integrating precision laser energy into extrusion, we produce superior structures for the world's most regulated and performance-driven industries. We are currently seeking a dedicated and client-focused Remote Hospitality Support Manager to join our dynamic team. This role is crucial to our mission of providing an exceptional client experience, ensuring our partners receive world-class support and achieve maximum value from our innovative technology.
Responsibilities
- Serve as the primary point of contact for a portfolio of key clients, building and nurturing strong, long-term professional relationships.
- Provide expert-level support and guidance on Aveniya's technology, addressing client enquiries and technical issues with efficiency and professionalism.
- Liaise effectively with internal technical and engineering teams to ensure the swift and successful resolution of complex client problems.
- Organise and deliver comprehensive onboarding and training sessions for new clients to ensure they are confident and capable users of our technology.
- Proactively monitor client health and engagement, identifying opportunities to add value and enhance their experience.
- Gather, analyse, and report on client feedback to contribute directly to product development and service improvement initiatives.
- Develop and maintain our support documentation, including knowledge base articles, user guides, and best practice documents.
Qualifications
- Proven experience in a client-facing role such as Customer Success, Account Management, or Technical Support, preferably within a B2B technology or advanced manufacturing environment.
- Exceptional interpersonal and communication skills, with a demonstrated ability to explain complex technical subjects clearly and concisely to diverse audiences.
- A strong aptitude for problem-solving and a genuine passion for delivering an outstanding customer experience.
- Excellent organisational skills, with the ability to manage multiple client accounts and priorities effectively in an autonomous, remote setting.
- A self-motivated and proactive individual with a collaborative approach to work.
- Experience with 3D printing, additive manufacturing, or related technologies would be a significant advantage.
- Familiarity with CRM software and support ticketing platforms is desirable.
