Director ERP Customer Success

We are Novatro, a collaborative and passionate team focused on delivering a best in class AI-powered Intelligent Manufacturing ERP for medium-large manufacturing companies. Based in Rajkot, India, we're a small and collaborative group passionate about using technology to revolutionize manufacturing operations.

The Opportunity

We are seeking a Director of Customer success
to Lead Customer readiness, engagement and long term success. The ideal candidate will have

hands-on expertise leading customer success in an ERP, manufacturing or industrial systems.  You will join Novatro and become the crucial bridge between Customer success and the organization.  You will define, build and lead the organizational capability that prioritizes client relationships. This long term senior-level role needs to become a product subject-matter expert while balancing client relationships and success.

You will be the primary link between our manufacturing ERP platform and our customers' value realization. You will leverage your
experience

to ensure the product reflects shop-floor reality, while acting as the
primary post-sale partner

to drive successful onboarding, adoption, and measurable long-term value for all clients.

If you're passionate about
customer success, manufacturing or industrial environments, and leading customer transformation

, this is the role for you.

Salary and Benefits

• Competitive salary, based on skills and experience with opportunities for career growth.
• Permanent full-time position in Rajkot or within daily commuting distance to serve our main client  (with a minimum of 50% of time in Rajkot)

Key Responsibilities

Customer Success & Value Realization

• Serve as the primary post-sale contact for a portfolio of manufacturing clients, building strong, long-lasting relationships with stakeholders from the shop floor to C-level executives.
• Manage the customer onboarding and implementation process, ensuring a smooth and successful start for each customer.
• Work with customers to define and track key performance improvements (KPIs) related to production efficiency, quality control, and/or asset maintenance.
• Conduct regular business reviews to demonstrate the measurable
  Return on Investment (ROI)

and show how the platform reduces scrap costs, speeds up changeovers, and improves on-time delivery with the Novatro platform.
- Monitor usage and adoption patterns, identify at-risk accounts, and intervene before renewals are threatened and partner strategically with Sales

.
- Help build and lead the organizational capabilities that reflect customer success outcomes.
- Reporting to the COO, with the need to to build and grow a support team in starting Q2-Q projected 2-3 hires within first year as client portfolio reaches 8-10 accounts.
- Direct reports one Business Analyst and a Domain SME

Adoption,  Enablement and Training

• Drive
  business change and software adoption

by acting as a change enabler, helping users adopt new workflows and overcoming resistance to digital tools.  Providing training that emphasizes not only the platform's functionality but, critically, its value proposition:
improving quality and throughput, reducing defects, reducing cognitive load and enhancing operational efficiency

.
- Develop and execute comprehensive
training and engagement programs

to elevate the company's internal domain expertise by exposing the team to manufacturing realities, challenges and workflows. Simultaneously guiding and supporting customer proficiency.
- Create and continuously update high-quality
customer engagement content

(manuals, interactive e-learning, video demonstrations) focused on maximizing product value and achieving high shop-floor adoption rates.
- Orchestrate
hands-on training sessions and workshops

for operators, supervisors, and engineers, focusing on seamless product workflow integration within a manufacturing environment.

ERP or Industrial Systems Experience

• Experience:

5+ years of experience in
ERP or Industrial software systems
- Experience

5+

Leading a software support team or client success team.
- Customer Centric Engagement:

Proven experience in
training, consulting, coaching and / or mentoring

within manufacturing/industrial systems or engineering organizations, with the ability to explain complex technical concepts to diverse audiences (operators to executives).
- Process-Oriented & Problem-Solver:

Methodical in documenting workflows and possessing a proactive, action-oriented approach to resolving customer adoption challenges.
- Excellent Communicator:

Able to speak with confidence and clarity to all levels of an organization and align cross-functional teams (sales, engineering, product) for seamless delivery.

Interview Process

Our interview process will focus on
client success, team leadership, customer management experience, digital adoption, communication and problem solving skills

. Candidates will be asked to deliver a short training/demo session on client success management.

Contact

If you're interested, please send your resume and introduction to

.

Subject line:
" Director ERP Customer Success - [Your Name]"

.