Lead, Customer Experience Specialist

About Novatro 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 Domain Expert to Lead Customer Success. This ideal client will have hands-on expertise managing precision manufacturing and engineering. 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 senior-level role is a hybrid of subject-matter expertise, strategic customer partnership, and client success. You will be the primary link between our precision manufacturing platform and our customers’ value realization. You will leverage your deep industry know-how to ensure our product reflects shop-floor reality, while acting as the primary post-sale partner to drive successful onboarding, adoption, and measurable long-term value for a portfolio of key manufacturing clients. If you’re passionate about manufacturing excellence, precision workflows, 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 Rajkor with regular travel (up to 33%) to customer locations, training and workshops. Key Responsibilities Domain Expertise & Product Strategy Act as the precision engineering subject-matter expert across the product lifecycle, providing insights into CNC machining, tool calibration, production tolerances, inspection processes, and quality control. Support Business Analysts and Product Owners during requirement gathering by embedding real-world precision engineering constraints and workflows. Validate product features against precision industry standards (e.G., ISO 9001, AS9100, Six Sigma practices) and ensure the product supports traceability, compliance, and zero-defect culture. Partner with internal teams (Product, Engineering, QA) to design functional requirements, test cases, and simulations based on real precision manufacturing scenarios (e.G., machine downtime, tolerance drift). 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 strategic value of the Novatro platform. Proactively manage the full customer health lifecycle" and partner strategically with Sales. Help build and lead the organizational capabilities that reflect customer success outcomes. Training & Enablement Design and deliver comprehensive training programs for internal teams (Sales, Marketing, Engineering and Product) to elevate the company’s domain knowledge, in addition to training and guiding customers.. Create and continuously refine customer training content (manuals, e-learning modules, video walkthroughs) focused on shop-floor adoption and maximizing product value. Conduct live training sessions and workshops for operators, supervisors, and engineers on product workflows in a precision manufacturing context. Act as a change enabler, delivering training not only on how to use the platform but also on why it improves yield, reduces defects, and enhances efficiency. Precision Domain Experience Experience : 10-15+ years of experience in manufacturing / precision engineering —ideally with exposure to CNC, machining, or industrial automation. Industry Leadership : Strong understanding of shop-floor operations, tolerances, calibration, inspection, and quality frameworks. Hands-on familiarity with ERP / MES systems is a must. Quality & Process Expertise : Deep practical understanding and experience with quality management systems like Six Sigma, Lean Manufacturing and Kaizen) and manufacturing compliance standards. Customer Centric Engagement : Proven experience in training, consulting, coaching and / or mentoring within manufacturing / industrial SaaS 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 domain depth in precision engineering, strategic customer management experience, training capability, communication and problem solving skills. Candidates will be asked to deliver a short training / demo session on a precision manufacturing concept. Contact If you’re interested, please send your resume and introduction to. Subject line : "Senior Domain Expert & Customer Success Lead – Precision Manufacturing - (Your Name)" .