Customer Advocate, Design & Manufacturing, Customer Reliability (CAD/CAM)

Location: Boston, MA, USA. The role may require in-person onboarding and/or in-person identity verification.

Salary: $95,000–$169,400 annual base salary for U.S.-based roles. Offers may vary by experience and geographic location and may exceed this range.

Company

hirify.global develops software that helps innovators design, make, and manufacture products, buildings, vehicles, factories, and entertainment.

What you will do

• Identify, validate, and prioritize systemic customer pain using support data, customer conversations, escalations, telemetry, sentiment, and other signals.
• Analyze Design & Manufacturing workflows and validate customer issues with customers, account teams, Technical Account Managers, Support, Product Management, and Engineering.
• Build decision-ready Reliability Packages combining customer evidence, quantitative data, business impact, and strategic context.
• Develop solution paths involving product or engineering changes, diagnostics, supportability improvements, workflow guidance, digital solutions, and communications.
• Drive prioritized issues toward clear decisions, accountable owners, and measurable reductions in customer pain.
• Translate decisions, workarounds, product changes, and resolved issues into scalable guidance for customer-facing teams and customers.

Requirements

• 5+ years of experience in technical support, technical account management, customer advocacy, product insights, product operations, product management, or a related discipline.
• Strong hands-on knowledge of hirify.global Fusion, hirify.global Inventor, or comparable professional CAD/CAM software.
• Strong analytical judgment, pattern recognition, and ability to synthesize quantitative and qualitative information from incomplete or ambiguous data.
• Experience developing business cases or problem narratives that connect evidence, customer impact, business impact, and recommended action.
• Ability to lead ambiguous cross-functional work, align stakeholders, and influence Product Management, Engineering, and senior leaders without direct authority.
• Strong written and verbal communication skills and comfort using modern data, analytics, and AI-assisted tools.

Nice to have

• Experience working with Product Management and Engineering on product quality, reliability, defect prioritization, or roadmap decisions.
• Experience supporting strategic or enterprise Design & Manufacturing customers.
• Familiarity with CAD, CAM, data management, collaboration, or manufacturing workflows.
• Experience with customer advisory programs, Voice of Customer programs, systemic issue management, or problem-management practices.
• Experience developing scalable approaches that reduce recurring customer issues or improve product and customer experience outcomes.

Culture & Benefits

• Health and financial benefits, time away, and wellness support.
• Comprehensive benefits package for eligible U.S.-based employees.
• Inclusive workplace focused on belonging and equal employment opportunity.
• Full-time employment with a competitive compensation package that may include annual cash bonuses and stock grants.