Director, Customer Success
il y a 2 semaines
Are you looking to join a world-class manufacturing organization? At Husky Technologies TM, we strive to be the best with a strong foundation built on innovation, collaboration and a unique culture with great people.
If you are attracted to bold goals, believe in uncompromising honesty, support mutual respect, care about environmental responsibility, have a passion for excellence and a desire to make a positive contribu-tion - we want you to join the Husky Technologies TM teamWhat we offer
- Excellent benefits package and retirement savings plans as well as life insurance program
- Competitive vacation policy promoting worklife balance
- Challenging career opportunities and growth
- Opportunity to work, innovate and collaborate with passionate people who drive change
- Amazing team we are the best in the world at what we do
Husky Technologies TM
Campus
- Large, beautiful campus with clean, stateoftheart airconditioned offices and manufacturing facilities with high air quality, climate control and outstanding safety records
- Onsite fitness and wellness center
- Organized out
- Access to onsite medical practitioners
- Onsite cafeterias with fresh and healthy meal options
- Free parking
The Director of Customer Success for Middle East, Africa, Central Asia and SAARC commits to the accomplishment of the sub-territory P&L financials and year-over-year growth while ensuring customers realize the full value of their Husky products, from installation through the entire product life-cycle.
A key responsibility is the direct customer support for all Husky's products in the field and delivering on customer service metrics such as commitment maintained, account activity management, and contract management.
Leading the CSM Business Managers, regional Service teams and the CSM Sales Support team, the Director of Customer Success will develop and execute business plans that ensure alignment with corporate goals and balance customer satisfaction expectations with CSM business growth.
To deliver on these objectives the Director will develop and deploy teams, expand capabilities as market opportunities arise through training or hiring, track and improve customer satisfaction metrics by focusing on best practice processes, drive service product quality improvements and provide input to the expansion of Husky's service product offerings and their pricing and marketing plans.
The Director will be personally responsible for Key Account service relationships as well as tactfully handling exception escalations as they arise.
The drive to operate CSM as a profit center and to transition the majority of Husky service work from reactive to a proactive approach is in the hands of the Director of Customer Success.
Responsibilities:
- Develop best practices for improvements in customer support response times Establish service approaches that lead to less customer downtime and improved Overall Equipment Effectiveness (OEE).
- Drive the shift to Proactive service by developing processes and incenting customers and employees that act in this way Develop innovative service packages that lead to goal alignment with customers, promote stickiness to Husky for future equipment orders and ultimately drive growth.
- Establish processes for leadgeneration to drive growth Collaborate with Husky business teams to ensure customer startups are successful in every way.
- Collaborate with Husky Sales Teams to meet aligned goals and strategies within the customer base.
- Understand market dynamics and capitalize on opportunities such as tooling services.
- Regular travel within the subterritory for customer issue resolution and business development.
Performance Measurements:
- Sub-Territory P&L Metrics: Revenue, VCM, proxyEBITDA
- Customer Satisfaction Metrics: Service Contract Renewal Orders, backlog
- Growth of Revenue and profitability
Qualifications:
- Engineering or Mold-Making Degree or equivalent experience Financial degree, Business degree or MBA an asset but not required
- 5+ years in a leadership role
- Experience in building growing businesses, P&L responsibility preferred Understands Husky plastic injection molding technology including design, manufacturing and operation.
- Understands business drivers for injection molding companies
- Husky customers.
- Very strong verbal and written communication skills.
- Skilled at preparing and delivering highly professional presentations.
- Significant technical understanding of Husky's current and legacy machines, molds and hot runners
- Significant technical understanding of Husky's service products
- Strong computer skills.
- Highly organized.
- Demonstrated decisiveness, reliability, mental toughness, selfmotivation and energy.
- Willing to travel frequently
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