Regional Manager, Customer Success

Responsibilities

• Direct and oversee the Customer Success PODs in a defined North America sales region and partner with sales team and leaders to drive the ideal customer experience leading to world class customer health scores, net dollar retention, and business expansion.
• Ensure POD team members own the resolution of internal and external customer issues.
• Build and manage the Customer Relationship Management team to proactively manage customer accounts, schedule, negotiate, and implement renewals, and ensure the highest level of customer satisfaction.
• Build and manage a strong Technical Support team of highly knowledgeable, motivated, and dedicated individuals to ensure technical questions are resolved quickly and thoroughly.
• Build and manage the Deal Desk team to deliver successfully on the following customer workstreams : following up on web leads and converting leads to sales opportunities, delivering quotations and proposals to outside sales, distributors, and customers, and assisting outside sales with the management of critical sales opportunities.
• Actively work to develop and implement strategic and tactical plans to guide the support teams to accomplish goals.
• Direct business and process changes using Fortive Business System (FBS) fundamentals and data; provides guidance to global technical teams.
• Maintain high customer satisfaction survey results; taking appropriate actions to continue to raise team performance through analysis of customer survey results.

Anticipate customer needs and implement strategic plans that will improve customer satisfaction.

Participate in and lead global initiatives and cross-functional teams comprised of subject matter experts in the areas of gas detection, standard process development, troubleshooting and innovation

Qualifications Required

• Demonstrated commitment to delivering the highest level of customer service to external and internal customers.
• Proven record of accomplishment of leading a customer facing team including customer contract negotiations.
• An effective communicator with demonstrated successes developing people and teams.
• Available for customer critical issues 24x7, 365
• Must demonstrate a high level of urgency to resolve issues.
• Goal-oriented and highly ethical with excellent teamwork skills and a positive attitude
• Persuasive, compelling oral and written communications

Qualifications Preferred

• Experience with project management
• Excellent analytical skills & problem-solving skills combined with the ability to provide quick resolution to problems
• Organized, ability to work independently, take initiative, problem solver
• Ability to effectively engage in high-level, self-directed time management and prioritization of workload
• Demonstrable success in thinking strategically, performing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
• Thorough understanding of all Industrial Scientific products, systems, applications, and service offerings
• Willingness to travel periodically based on customer and business need

Educational and / or Work Experience :

• A bachelor’s degree in business or similar.
• At least 5 years of proven experience leading a customer facing team required; 10+ years preferred. Includes leading process improvement initiatives, development and implementation of individual and team metrics, performance management, knowledge of call center technologies including call center support tools, phone systems, and software.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Please contact us to request accommodation.