Customer Success jobs in United States

We’re on a mission to make manufacturing faster, smarter, and more resilient.

Basetwo is a fast-growing Toronto-based startup backed by some of the top VCs in the Boston, New York, and Bay Area ecosystems. We work with some of the largest Fortune 500 chemical and pharmaceutical manufacturers and provide their process engineers with a next generation AI platform. Our platform provides these engineers with the ability to build digital twins and receive real-time recommendations on the next best action they can take in their plants to improve efficiency as well as reduce costs and cycle time.

The Role

The Product Engineer is a multifaceted, client-facing technical role that covers several core competencies described below.

Internally, you will function as the engineering subject matter expert and experienced voice of our customers, via demonstrated project experience across Basetwo’s key focus areas of pharmaceutical and chemical manufacturing.

Externally, you will help onboard enterprise partners by working with their process engineers and other stakeholders to maximize value derived from the Basetwo platform for process optimization initiatives, either through troubleshooting current workflows or architecting new workflows that could bring value to the customer.

In collaboration with Sales, Product and Engineering, you will also have the unique opportunity to identify new product use cases, while building and shaping the direction of the Basetwo platform.

What You’ll Do

The Product Engineer is the manufacturer’s trusted technical advisor for process optimization initiatives using the Basetwo platform. This includes :

1. Leading Customer Success Initiatives

• Identifying and building relationships with customer champions and end-users to understand business objectives and process pain points.
• Developing customer relationships to implement high-impact use cases that expand Basetwo usage.
• Ensuring successful completion of Basetwo use cases that maximize customer ROI
• Training internal team on engineering & analytics methodologies to facilitate implementation of Basetwo solutions.
• Identifying gaps in Basetwo’s capabilities required to meet customer needs and give relevant technical product feedback to the product organization.
• Travel occasionally to customer sites for workshops, implementation support, and building relationships

2. Technical Problem Solving & Communication

• Analyzing existing process operations based on available data and process flow diagrams in order to identify process improvement opportunities
• Supporting the development of presentations, reports and visualizations that can be used to assist in the decision making process by the customer around process optimization
• Identifying custom data integrations that may be required to facilitate process improvement initiatives
• Working alongside multi-disciplinary teams of Account Executives, Process Modellers and Software Engineers

3. Using Technology to Improve Internal Processes

• Maintain and use commercially available web apps / tools to monitor and manage customer feedback, requests and / or pain points
• Define data-driven processes and infrastructure for customer success management to drive account growth

What You’ll Need

The Product Engineer must be proficient in process control, simulation and optimization in order to align the manufacturer’s needs and expectations with deliverables.

• Motivated by a passion for applying cutting edge technology, i.e. AI / ML, to solve complex engineering challenges in foundational industries
• Extremely strong communication skills and an ability to translate complex technical content to understandable / relatable concepts
• Bachelors or Masters degree in Chemical Engineering (or equivalent)
• 5-7+ years of engineering experience in pharmaceuticals, chemical manufacturing, and midstream / downstream Oil and Gas.
• Proven ability to understand and analyze process data, process flow diagrams, P&IDs - including manufacturing production metrics, field / lab data, and quality and reliability data
• Proactive problem-solver with a demonstrated track record of driving continuous improvement initiatives
• Knowledge of enterprise historians such as OSIsoft PI, Delta-V, Wonderware, GE Proficy, etc. is valuable
• Programming experience in Python would be considered an asset

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Product Engineer • Mississauga, Peel Region, Canada