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Director of Customer Success

3 months ago

Clinton, United States Tjoapack Full time

Position background

We are seeking an experienced and strategic Director of Customer Success to lead our dedicated Customer Success Team in the United States. This role is crucial in driving customer satisfaction, loyalty, and retention, enhancing the overall customer journey with Tjoapack. As a senior leader, you will be instrumental in shaping strategic plans that align with our company goals, optimizing internal processes, and fostering strong, long-term relationships with our key customers.


Your responsibilities include

As Director of Customer Success, you will play a pivotal role in driving the company's growth and ensuring customer satisfaction. Your responsibilities will span strategic leadership, customer engagement, team management, operational excellence, and project and risk management. You will develop and implement strategic plans, act as the primary liaison for key accounts, lead a high-performing team, ensure compliance with regulatory standards, and oversee the successful implementation of new products and services.

  • Develop and implement strategic plans to drive revenue growth and enhance profitability.
  • Analyze market trends and customer feedback to adapt strategies accordingly.
  • Act as the primary liaison for key accounts, ensuring their needs are met and relationships are strengthened.
  • Work closely with Business Development and Marketing to identify and leverage upselling and cross-selling opportunities.
  • Lead and mentor a team of Customer Account Managers, Project Managers, and Technical Service Experts.
  • Promote a culture of high performance, continuous improvement, and collaborative teamwork.
  • Ensure all customer success activities comply with regulatory standards and align with industry best practices.
  • Initiate and oversee continuous improvement processes to optimize customer outcomes.
  • Oversee the successful implementation of new products and services, managing risks and developing contingency plans to address potential issues.


Our offer

We will help you become successful in your new job with a customized development plan. At Tjoapack, we work hard, encourage innovative ideas, and give freedom to work independently.


Place within the organization

Tjoapack is a global and independent Contract Packaging Organisation (CPO) of medicines. We’re located in Etten-Leur, the Netherlands. And since October 2021 we also have a location in Clinton, the United States.


Tjoapack is a global contract packaging organization (CPO) specializing in primary and secondary pharmaceutical packaging and supply chain management services. We’re dedicated to shaping the future of the pharmaceutical supply chain to be safer and more reliable for our customers and for patients. With more than 30 years of track record in contract packaging, we use our knowledge and experience to offer flexible solutions to our customers' challenges and use the latest technologies to continuously improve our operations. We now supply products to over 45 countries across all continents.


We are focused on shaping the future of the pharmaceutical supply chain to make it safer and more reliable for our customers and for patients. The patient is the centre of our supply chain solutions to ensure that our medicines reach the patient on time. With this approach our products are usable, available, traceable, and affordable.

This is one of the reasons why we always strive for continuous improvement and development of new technologies. Most importantly, our knowledge and experience allow us to offer flexible packaging solutions and supply chain services, advise customers on market regulations and ensure we have the right solution to meet their product requirements.


Your letter of motivation should be in English. Please use the button to apply and address your letter and resume to Samira Houdane, Corporate Recruiter.


Your background, qualification, and skills

  • A Bachelor’s degree in Business Administration or a related field is required; a Master’s degree is preferred.
  • 8 years of experience in Sales and/or Customer Success within the pharmaceutical or healthcare industry is essential.
  • Proven ability to lead and inspire teams, with a track record of managing strategic objectives and delivering exceptional results.
  • Strong focus on customer needs with the ability to build and maintain effective relationships.
  • Proficient in using ERP software and CRM systems, with a strong capability to interpret data and make informed, strategic decisions.
  • Excellent verbal and written communication skills, with a flair for negotiating and building rapport with both pharmaceutical and non-pharmaceutical stakeholders.
  • Experience working in a dynamic, fast-paced environment and ability to manage multiple priorities.