Director, Customer Success

At Husky Technologies™, our success is based on your success. We are a leader in developing state-of-the-art technology for plastic injection molding, uniquely positioning us to serve customers who seek differentiation through speed, flexibility, and maximum productivity. Our strong foundation is built on innovation, close customer relationships, and a unique culture and values. We offer a wealth of opportunity for personal growth and development, working alongside a team of talented individuals driven by creativity, intelligence, and passion. If you are attracted to bold goals, believe in uncompromising honesty, support mutual respect, care about environmental responsibility, and have a passion for excellence, we invite you to join our team.

About the role

The Director of Customer Success is responsible for the sub-territory P&L financials and year-over-year growth while ensuring customers realize the full value of their Husky products throughout the entire product lifecycle. This role involves direct customer support for all Husky’s products in the field, delivering on customer service metrics such as commitment maintained, account activity management, and contract management. The Director will lead the CSM Business Managers, regional Service teams, and the CSM Sales Support team, developing and executing business plans aligned with corporate goals. Key responsibilities include expanding capabilities, improving customer satisfaction metrics, driving service product quality improvements, and managing Key Account service relationships.

Responsibilities

• Develop best practices for improvements in customer support response times.
• Establish service approaches that lead to Commitment Maintained.
• Drive the shift from reactive to proactive service by developing processes and incentivizing customers and employees.
• Develop innovative service packages that align with customer goals, promote loyalty to Husky, and drive growth.
• Establish processes for lead-generation to support business growth.
• Collaborate with Husky business teams to ensure successful customer start-ups.
• Work 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.
• Travel within the sub-territory for customer issue resolution and business development.
• Handle exception escalations tactfully and maintain Key Account service relationships.

Requirements

• 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.
• Strong technical understanding of Husky’s service products.
• Highly organized with 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 is 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.