Customer Success Director

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    "requisitionDescription": "<p style=\"margin-left:0in;\" data-pasted=\"true\">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.</p><p style=\"margin-left:0in;\"><br></p><p style=\"margin-left:0in;\"><strong>*This position is located in Salt Lake City or Scottsdale, AZ Metro Areas</strong></p><p style=\"margin-left:0in;\"><br></p><p style=\"margin-left:0in;\"><strong>Responsibilities:</strong></p><ul type=\"disc\"><li style=\"margin-left:0in;\"><strong>Serve</strong> as an enthusiastic ambassador of SIMCO&rsquo;s Mission in Service.</li><li style=\"margin-left:0in;\"><strong>Management:&nbsp;</strong>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).</li><li style=\"margin-left:0in;\"><strong>Ambassador:&nbsp;</strong>As a skilled technical advisor, work closely with customers to<strong>&nbsp;</strong>solve technical problems, identify opportunities to increase quality and reduce costs through innovative service offerings. Assist customers with test equipment application challenges and choices.</li><li style=\"margin-left:0in;\"><strong>Onboarding and Training:&nbsp;</strong>Provide exceptional training experiences for Customer Success teammates and drive consistent, repeatable best practices within team.</li><li style=\"margin-left:0in;\"><strong>Cross-sell / Up-sell:&nbsp;</strong>Find opportunities to organically grow the business relationship with customers in the territory.</li><li style=\"margin-left:0in;\"><strong>Continuous Improvement:&nbsp;</strong>Identify<strong>&nbsp;</strong>opportunities to foster an environment that promotes loyalty and long-term relationships with our customers by driving out program waste.</li><li style=\"margin-left:0in;\"><strong>Reporting:</strong> 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.</li><li style=\"margin-left:0in;\"><strong>Metrics:</strong> Expose subsets of metrics for executive team and company visibility.</li><li style=\"margin-left:0in;\"><strong>KPIs:</strong>Drive team to meet territory key performance objectives.</li><li style=\"margin-left:0in;\">Increased retention rate and growth % of #</li><li style=\"margin-left:0in;\">Increased volume #</li><li style=\"margin-left:0in;\">Increased Customer Satisfaction %</li><li style=\"margin-left:0in;\">Employee Engagement; Q12/eNPS</li></ul><p style=\"margin-left:0in;\"><br></p><p style=\"margin-left:0in;\"><strong>Qualifications and Requirements:</strong></p><ul type=\"disc\"><li style=\"margin-left:0in;\"><strong>Education:</strong> Bachelor&#39;s degree in Business, Engineering or a related field. Experience and Certification(s) in the Calibration and/or Lean Six Sigma is desirable.</li><li style=\"margin-left:0in;\"><strong>Experience:</strong> 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.</li><li style=\"margin-left:0in;\"><strong>Skills:</strong> 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.</li><li style=\"margin-left:0in;\"><strong>MS Office Products:</strong> Ability to produce concise, clear PowerPoint presentations, backed by sound Excel analysis. Plus, other related applications.</li><li style=\"margin-left:0in;\"><strong>Travel:</strong> Approximately 50% travel can be expected. Commitment is dependent on customer needs within the area of responsibility.</li></ul><p style=\"margin-left:0in;\"><br></p><p style=\"margin-left:0in;\">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:</p><p style=\"margin-left:0in;\"><br></p><p style=\"margin-left:0in;\"><strong>Technical Skills:</strong></p><ul type=\"disc\"><li style=\"margin-left:0in;\"><strong>Technical Knowledge:</strong> Ability to train, educate, and assist customers with test equipment problems and applications. Experience in the Calibration marketspace is highly preferred.</li><li style=\"margin-left:0in;\"><strong>Customer Relationship Management (CRM):&nbsp;</strong>Maintain and update customer records in CRM (Salesforce).</li><li style=\"margin-left:0in;\"><strong>Data Analysis:&nbsp;</strong>Competence in using tools like Excel or specialized software to analyze service data, generate reports, and make data-driven decisions.</li><li style=\"margin-left:0in;\"><strong>Planning:&nbsp;</strong>Expertise in creating and executing effective plans to achieve retention and growth objectives. Forecasting is a key component.</li><li style=\"margin-left:0in;\"><strong>Product Knowledge:&nbsp;</strong>In-depth understanding of the services being sold to effectively communicate benefits and features to customers.</li></ul><p style=\"margin-left:0in;\"><br></p><p style=\"margin-left:0in;\">These management and technical skills, combined with strong interpersonal abilities, are essential for the Director of Customer Success, West, to succeed in their role.</p>\n",
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