Senior Director, Customer Experience, North America
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Job Location:
Pittsburgh, PA - USA
Monthly Salary:
Not Disclosed
Posted on:
7 days ago
Vacancies:
1 Vacancy
Department:
Job Summary
Overview:
The team at Industrial Scientific is committed to ending death on the job by the year 2050. We hire inquisitive motivated people foster an encouraging environment and we let them do their job. Our team is highly engaged builds quality solutions and delivers outstanding customer service. Our leaders understand the critical elements of breakthrough performance: bringing out the best in people; crafting a climate of trust openness and dedication; encouraging candor; and treating people fairly and with dignity.
We are seeking an experienced and dynamic Sr. Director Customer Experience to lead our customer-facing customer success and technical services teams including Customer Success Field Services Technical Support and Customer Service. This senior leadership role requires a balance of commercial and technical acumen coupled with team leadership to closely collaborate with commercial teams in driving customer satisfaction and retention upsell/cross-sell opportunities new business capture and pricing strategies across North America.
Essential Responsibilities:
- Leadership and Strategy:
- Lead mentor and develop high-performing managers and teams in Applications Engineering Customer Service Customer Success Field Services Sales Support and Technical Support.
- Develop and implement strategic plans to enhance customer success ensuring alignment with overall company goals.
- Foster a culture of continuous improvement customer-centricity and excellence within the team.
- Ensure the technical teams are equipped with the knowledge and resources needed to deliver exceptional service.
- Work closely with Product and Engineering teams to provide customer feedback and influence product roadmaps.
- Lead and coach problem-solving using the Fortive Business System (FBS) to drive sustainable improvement on business priorities
- Establish and monitor key performance indicators (KPIs) for the customer experience teams ensuring high standards of service delivery.
- Customer Engagement:
- Create scalable frameworks that deploy the best support model throughout the customer lifecycle leveraging a combination of AI agents remote support and onsite services.
- Serve as a senior point of contact for major customers ensuring their needs and expectations are met pre-sale and post-sale.
- Work closely with customers to understand their business needs and technical challenges providing tailored solutions and proactive support.
- Oversee the resolution of complex technical or commercial issues ensuring timely and effective problem-solving.
- Drive the development of technical documentation AI agents analytics training materials and knowledge base articles to support both internal teams and customers.
- Commercial Collaboration:
- Collaborate with the Sales and Marketing teams to identify and capitalize on upsell and cross-sell opportunities.
- Provide technical input and support for new business proposals ensuring alignment with customer needs and company capabilities.
- Influence pricing strategies based on technical insights and customer feedback ensuring competitive and profitable offerings.
Qualifications:
- Bachelors degree in Engineering Computer Science or a related technical field; Masters degree preferred.
- Proven experience (10 years) in a senior commercial customer success or technical services leadership role within a technology-driven industry.
- Demonstrated track record of building a customer-obsessed culture and organization.
- Hands-on commercial experience such as a salesperson customer success manager or similar customer-facing role.
- Excellent leadership and team management skills with a track record of building and motivating high-performing teams.
- Exceptional customer-facing skills with the ability to build and maintain strong relationships with key stakeholders.
- Strong commercial acumen with experience in influencing pricing strategies and supporting sales initiatives.
- Excellent communication presentation and interpersonal skills.
- Ability to thrive in a fast-paced dynamic environment and manage multiple priorities.
- Up to 25% travel
- Preferred: Experience with a safety product or in the industrial space
Required Experience:
Exec
Key Skills
- CSS
- InVision
- Balsamiq
- HTML5
- Information Architecture
- Ux
- Usability
- Fireworks
- User Research
- UI
- Axure
- Experience Design
About Company
Fortive Corporation Overview Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product d ... View more
