Director, Customer Success

2 weeks ago

Austin, United States Watlow Full time

Working at Watlow

Are you looking for an opportunity to make a great living and be part of a thriving cross functional community? Watlow is a global technology and manufacturing leader who provides world class engineering expertise through innovative thermal products and systems, enabling our customers to thrive. We are making a positive impact every day as our solutions enrich the lives of people everywhere. We have been providing breakthrough thermal solutions for nearly a century. Our corporate values guide us uncompromisingly to always do the right thing, continually learn and improve, respect everyone and lead with service and humility.

About the Role

As the Director of Customer Success, you will be responsible for shaping and executing initiatives that enhance the overall customer journey and satisfaction within your area of responsibility, dedicated to a customer focus team (CFT). This role involves overseeing all aspects of the customer experience, from collaborative planning, product support, and fulfillment, with the goal of driving customer loyalty, retention, and advocacy.

This position collaborates with cross-functional teams to develop and implement strategies that prioritize customer needs within their area of responsibility and preferences while aligning with the company's overall objectives. You will lead team members aligned to the CFT in the day-to-day actions that will include customer service, demand and supply planning, production, product, and quality.

Your Key Responsibilities

  • Leads and manages directly aligned CFT for the semiconductor business unit.
  • Analyzes market trends, customer feedback, and competitive insights to identify opportunities for improvement.
  • Should be very knowledgeable of sales and product opportunities and their impact withing supply chain and operations.
  • Defines and aligns key performance indicators (KPIs) from customer scorecards to measure the effectiveness of customer experience initiatives and track progress over time.
  • Identifies pain points and areas of friction in the customer journey and collaborate with relevant teams to address them.
  • Leads the development of customer journey maps to understand and optimize every touchpoint across the customer lifecycle.
  • Ensures consistency and continuity in the customer experience within the area of responsibility
  • Fosters a customer-centric culture by promoting customer empathy and understanding throughout the organization.
  • Continuously iterates and improves upon customer experience initiatives based
  • Collaborates with marketing, sales, product development, and customer support teams to ensure a seamless and cohesive customer experience.
  • Champions the voice of the customer within the organization, advocating for changes and improvements that enhance customer satisfaction

Required Qualifications

  • A bachelor's degree is required, with a preference for an advanced degree (MS/MBA).
  • Minimum of 10 years of leadership experience within a manufacturing environment
  • Strong analytical, problem-solving, and decision-making skills.

Desired Qualifications

  • Proven track record of effectively navigating and managing customer service operations in a global capacity
  • Demonstrated ability to effectively lead and manage large teams in previous managerial or individual contributor roles, ensuring alignment with organizational objectives, optimizing productivity, and fostering a positive work culture.
  • Understand effective matrix organizations.
  • Leads from a position of influence versus authority
  • Experience working a high-growth company is preferred.
  • Experience working in distributive manufacturing, technology, or service industry is preferred.
  • Customer Relationship Management excellence
  • Excellent communication and interpersonal skills
  • Customer experience measurement tools and methodologies
  • Familiarity with CRM systems, customer feedback platforms, and other relevant technologies

Benefits: The Watlow Total Compensation Plan

The health, well-being and financial stability of you and your family is a high priority to us. The Watlow Total Rewards Plan includes competitive compensation and a full range of life and career enhancing benefits:

  • Annual Achievement Award
  • 401(k) plan that includes a company match on your contribution and an annual company contribution that is tied to company performance
  • Onsite wellness clinic
  • Wellness incentives
  • Employee Personal Assistance Program
  • Dental, medical, vision and short-term and long-term disability insurance
  • Paid holidays, personal time, and vacation
  • Parental leave
  • Tuition reimbursement

Diversity & Inclusion

We proactively embrace diversity in all its dimensions across our company and cultivate a culture of inclusion and forward thinking that respects and reflects each team member's individual strengths, views, and experiences. Watlow takes pride in being an inclusive equal opportunity employer and considers for employment qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Please let us know confidentially if you need or require any special accommodations to participate in our recruiting process by emailing us at accommodations@Watlow.com.


Watlow is an Equal Employment Opportunity Employer including Protected Veterans and Individuals with Disabilities

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