Director, Customer Success
Husky Technologies™ is a leader in developing state-of-the-art technology, serving customers who seek differentiation through solutions that provide speed, flexibility and maximum productivity. Our success is based on your success, and our ability to keep customers in the lead is based on building the strongest team possible.
The Director of Customer Success 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.
About the Role
A key responsibility is the direct customer support for all Husky's products in the field and delivering on customer service metrics such as through 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.
Key Responsibilities/Areas of Accountability
- Develop best practices for improvements in customer support response times
- Establish service approaches that lead Commitment Maintained
- Drive the shift to Pro-active 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 lead-generation to drive growth
- Collaborate with Husky business teams to ensure customer start-ups 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 sub-territory for customer issue resolution and business development
Technical/Professional Knowledge, Skills & Abilities
- 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, self-motivation and energy
- Willing to travel frequently
- Fluent Spanish language skills are required
Qualifications
- Engineering or Mold-Making Degree or equivalent experience
- Financial degree, Business degree or MBA an asset but not required
- 5+ years in management of teams
- Experience in building growing businesses, P&L responsibility preferred
Benefits
Husky Technologies™ offers a competitive compensation and benefits package and excellent opportunities for growth and advancement.