Customer Success Director

Job Description

Job Description

The Director of Customer Success, West, is responsible for managing a team of Customer Success professionals driving customer satisfaction, retention and growth within a specific geographic area in addition to owning relationships with key/enterprise clients.

*This position is located in Salt Lake City or Scottsdale, AZ Metro Areas

Responsibilities:

• Serve as an enthusiastic ambassador of SIMCO’s Mission in Service.
• Management: Responsible for the leadership and outcomes of a team of Customer Success professionals and their objectives. Additionally, the Director will own the relationship with customers in the 6-7 figure annual revenue range. May involve managing managers (2nd level).
• Ambassador: As a skilled technical advisor, work closely with customers to solve technical problems, identify opportunities to increase quality and reduce costs through innovative service offerings. Assist customers with test equipment application challenges and choices.
• Onboarding and Training: Provide exceptional training experiences for Customer Success teammates and drive consistent, repeatable best practices within team.
• Cross-sell / Up-sell: Find opportunities to organically grow the business relationship with customers in the territory.
• Continuous Improvement: Identify opportunities to foster an environment that promotes loyalty and long-term relationships with our customers by driving out program waste.
• Reporting: Collect and report on customer health, forecasts, and competitive information. Identify areas to improve internal technologies, systems and measurements for more effective customer satisfaction behaviors.
• Metrics: Expose subsets of metrics for executive team and company visibility.
• KPIs: Drive team to meet territory key performance objectives.
• Increased retention rate and growth % of #
• Increased volume #
• Increased Customer Satisfaction %
• Employee Engagement; Q12/eNPS

Qualifications and Requirements:

• Education: Bachelor's degree in Business, Engineering or a related field. Experience and Certification(s) in the Calibration and/or Lean Six Sigma is desirable.
• Experience: Proven experience in driving customer service excellence with a strong focus on customer satisfaction and achieving retention and growth goals. Management experience required. 2nd level management experience preferred.
• Skills: Strong communication, leadership, and analytical skills. Ability to work with customers on issue resolution, forecasting, new service solutions and follow corporate policies regarding customer relations.
• MS Office Products: Ability to produce concise, clear PowerPoint presentations, backed by sound Excel analysis. Plus, other related applications.
• Travel: Approximately 50% travel can be expected. Commitment is dependent on customer needs within the area of responsibility.

As Director of Customer Success, West, several technical skills are crucial to effectively managing service retention and customer relationships. Below are several key technical attributes to possess:

Technical Skills:

• Technical Knowledge: Ability to train, educate, and assist customers with test equipment problems and applications. Experience in the Calibration marketspace is highly preferred.
• Customer Relationship Management (CRM): Maintain and update customer records in CRM (Salesforce).
• Data Analysis: Competence in using tools like Excel or specialized software to analyze service data, generate reports, and make data-driven decisions.
• Planning: Expertise in creating and executing effective plans to achieve retention and growth objectives. Forecasting is a key component.
• Product Knowledge: In-depth understanding of the services being sold to effectively communicate benefits and features to customers.

These management and technical skills, combined with strong interpersonal abilities, are essential for the Director of Customer Success, West, to succeed in their role.