Director, Customer Success

Husky Technologies; Charlotte (NC); On-site; USD 140,000 - 210,000; Full time

Job summary

Husky Technologies in Charlotte, NC is seeking a Director of Customer Success to lead regional service teams and drive profitability while delivering optimal value to customers through the product life-cycle.

The role focuses on building scalable service capabilities, managing P&L for the sub-territory, and developing strategic plans with cross-functional teams to increase customer satisfaction and growth.

Qualifications

• Engineering or Mold-Making degree or equivalent experience
• 5+ years in management of teams
• Experience in building growing businesses with P&L responsibility preferred

Responsibilities

• Develop and implement best practices for customer success
• Lead regional Service teams and CSM Sales Support
• Manage sub-territory P&L and align with corporate goals
• Expand capabilities through training and hiring as needed
• Drive customer satisfaction metrics and service quality improvements
• Collaborate with Sales and other teams to meet goals
• Travel within sub-territory for customer issue resolution and business development

Skills

Verbal communication

Written communication

Travel willingness

Presentations

Organization

Spanish fluency

Decisiveness

Education

Engineering or Mold-Making degree

Business or Financial degree (MBA an asset)

Job description

Job Description

Title: Director, Customer Success

Id: 21028

Type: FullTime

Location: Charlotte, NC

At Husky TechnologiesTM, our success is based on your success. Our ability to keep our customers in the lead is based on building the strongest team possible.

Husky TechnologiesTM has a strong foundation built on innovation, close customer relationships and a unique culture and values. We are dedicated to offering our customers the highest quality products and services and are looking for people with the inspiration and talent to develop with us as we pursue our ambitious growth strategy. We are a leader in developing state-of-the-art technology and it is this technology base that uniquely positions us to serve customers who seek differentiation through solutions that provide speed, flexibility and maximum productivity. This capability is at the core of our mission and competitive strategy. Husky TechnologiesTM offers a wealth of opportunity for personal growth and development. Most importantly, Husky Technologies TM offers an opportunity to work with – and be challenged by – a team of great people. Our success is possible because of the creativity, intelligence and passion of our people around the world and their desire to lead change. At the same time, we are not afraid to expect a lot and strive for leadership in all of our key markets. We are a company taking on new challenges and for the right people this means exceptional career development opportunities, the chance to be part of a team that is the best in the world at what we do and the experience that comes from working in an environment that demands constant transformation and innovation.

Husky TechnologiesTM is an exciting company with tremendous potential. We have a great team and great expectations. 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 contribution – then we want you to join the Husky TechnologiesTM team!

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. 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

Husky TechnologiesTM offers a competitive compensation and benefits package and excellent opportunities for growth and advancement. We are committed to equal employment opportunity and respect, value and welcome diversity in our workplace. Husky TechnologiesTM also values being a great place to work and strives to maintain a safe workplace. Accordingly, Husky TechnologiesTM conditions all offers of employment on satisfactory completion of background checks.

Equal Opportunity Employer as to all protected groups, including protected veterans and individuals with disabilities.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).