Director, Customer Success West
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Job Location:
Chicago, IL - USA
Monthly Salary:
Not Disclosed
Posted on:
13 hours ago
Vacancies:
1 Vacancy
Job Summary
About Us
Dyson is a global technology enterprise. Were growing fast and our ambition is huge more categories more locations and more people.Dyson launched in the US in 2002 and since then operations have grown exponentially. Our US headquarters is based in Chicagos Fulton Market neighborhood. We also have employees working in field sales our service centers and in our growing number of Dyson Demo Stores across the country.
Were committed to our campus culture and want to have people collaborating developing and learning from each other. By having everyone on campus together we have been able to nurture a fantastic social and dynamic environment.
About the role
We are seeking a strategic and relationship-drivenDirector of Customer Success - West to serve as the partner between the Customer function and theManaging Director (MD) of the US Markets. This role is pivotal in ensuring that the customer function and the market achieve their business objectives while also collaborating closely with our customer teamsto deliver seamless support and operational excellence.
Key Responsibilities:
Executive Relationship Management
Serve as the trusted advisor to the MD understanding their strategic goals and aligning our services to support those outcomes.
Facilitate regular executive-level reviews performance updates and strategic planning sessions to deliver to Market the Customer ambitions.
Proactively identify opportunities to add value and drive business impact for the market and the customer function.
Customer Success Strategy
Develop and execute tailored customer focused success plans for the MD ensuring alignment with country-level KPIs and business priorities.
Monitor and report on success metrics adoption rates and satisfaction levels.
Anticipate risks and implement mitigation strategies to ensure continued success.
Internal Partnership & Coordination
Act as the bridge between the MD and the Customer team ensuring clear communication and alignment.
Collaborate with the customer service team to resolve escalations improve service delivery and implement feedback loops.
Advocate for the MDs needs internally influencing product operations and support teams.
Deploy special projects and initiatives that will align to customer function strategy and promises.
Operational Excellence
Ensure timely and high-quality execution of services and support.
Drive continuous improvement initiatives based on feedback and service performance data.
Maintain detailed documentation of interactions plans and outcomes.
Drive Strategic Alignment with the MD
Understand the country-level goals and ensure all services and support align with those objectives.
Ensure the market sees measurable value from the partnership.
Build a strong trusted relationship with the MD based on transparency reliability and results.
Position the Customer Success Manager as a strategic advisor not just a service liaison.
Ensure Service Excellence through Internal Collaboration
Act as the voice of the MD and market within the customer function organization ensuring alignment with expectations.
Facilitate smooth coordination between the market and the team to resolve issues quickly and effectively.
Monitor service KPIs and drive continuous improvement initiatives.
Proactively Manage Risk and Opportunities
Identify potential risks to satisfaction adoption or performance early and implement mitigation strategies.
Surface opportunities for innovation efficiency or added value based on feedback and market trends.
Champion Customer Advocacy and Feedback
Gather and synthesize feedback from the market to inform product process or service improvements.
Advocate internally for changes that will enhance the MDs experience and outcomes.
This role is instrumental to delivering success for Dyson. The Customer function is at a pivotal point in its transformation to deliver to our Customers.
About you
Market experience / knowledge
Customer or Repair background
Collaborative and communicative
Problem solver
Can translate strategy into action driving projects and plans to ensure completion and succession
Stakeholder management able to operate across leadership teams and functions
Passionate about transforming Customer experience across Dyson
Knowledge of Distributors for fast growing markets is advantageous
Benefits
At Dyson how we reward you is linked to our high-performance culture. But its about more than salary and bonus. Through a package of financial lifestyle and health benefits we support whatever stage of life youre in and the moments that matter.
Financial benefits:
401K with up to a 4% match
Company paid Life Insurance and AD&D
Flexible Savings Account (FSA) and Health Savings Account (HSA)
Lifestyle benefits:
Competitive Paid Time Off Benefits including Separate Holiday Sick and Vacation Time
Pre-tax Commuter Benefits (applicable areas only)
Generous Child Care Leave Program
Wellness Program
Employee Assistance Program
Dyson Product Discounts
Health benefits:
Multi-Level Healthcare Coverage Options
Vision & Dental Coverage
Company paid Short-Term and Long-Term Disability
Dyson is committed to fostering an inclusive and accessible environment that reflects the diversity of the community in which we live. If requested we will provide reasonable accommodation during the recruitment process for persons with disabilities. Contact us at for more information. Dyson is an Equal Opportunity Employer.
Dyson is an equal opportunity employer. We know that great minds dont think alike and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race colour religion national or ethnic origin sex sexual orientation gender identity or expression age disability protected veteran status or other any other dimension of diversity.
Required Experience:
Director
Key Skills
- Business Development
- Company Policies
- Customer Service
- Financial Performance
- Revenue Growth
- Oversight
- Regional Sales
- Account Management
- Project Management
- Product Line
- Ensure Compliance
- Human Resources
- Procedures
- Sales Goals
- Direct Reports
About Company
Dyson vacuum cleaners, hair dryers, hair straighteners, hair stylers, air purifiers, humidifiers, hand dryers and lighting. Shop at Dyson.com for free shipping and warranty.
