Vice President of Customer Success
2 weeks ago
Join HARTING A leader in connectivity products and custom solutions…..
We are seeking a Vice President of Customer Success (hybrid, based in Elgin, Illinois) to shape the vision for Customer Success together with the Management team and implementing cross departmental strategies and activities to improve customer centricity, satisfaction and experience across the lead to cash process. In close partnership with all departments, the Vice President will ensure a customer-centric mindset is being cultivated within the organization and will serve as the voice of the customer internally to ensure a consistent and strong customer success message is embedded in all the organizational pillars: people, process, and technology.
HARTING aims to be a trusted advisor to HARTING customers and positions itself as the go-to source expert for industrial connectivity solutions. We partner directly with Original Equipment Manufacturers (OEMs) and Distribution partners for standard product, designed-in value-added products, and Product Development initiatives. Reporting to the President & CEO of the Americas, as HARTING continues to enhance its focus on the customer, the Vice President of Customer Success will lead a team composed of Customer Service, Key Strategic Account Services, and the Customer Success Training and Systems team located across the Americas.
To succeed in this role, you will be highly driven to:
Establish, document and communicate the shared vision for customer success and improvements throughout the organization.
Work with all departments (Human Resources, Marketing, Sales, Product Management, Engineering, Operations, Finance) to design, implement and monitor success of key strategies and initiatives to improve customer service and experience at all levels of the organization. Perform quarterly customer success reviews of organizational and departmental strategic initiatives.
Act as Voice of the Customer and support all departments in their projects and continuous improvement initiatives, evaluating and challenging customer value, customer impact and team/company readiness (knowledge, processes, tools, systems)
Conduct yearly Customer Success audits to ensure every department in the organization are meeting their customer success KPIs, collaborating with department heads to drive continuous improvement plans where required.
Support the organization to develop processes, tools and systems to monitor and improve the customer journey across the lead to cash process. Identify and recommend updates and expansions to technology. Effectively plan and prioritize and implement high impactful changes.
Understand and monitors customer outcomes and satisfaction by communicating with customers, identifying customer health reporting tools, analyzing metrics and taking appropriate measures.
Supports the Customer Success Management team by providing mentoring and development, laying the foundation for long-term Customer Service department growth across the Americas.
Reinforce best customer service practices and develop and implement new best practices to meet evolving customer needs. Act as a point of escalation for sensitive customer issues.
Work with Sales Management, Product Management and Marketing to drive revenue growth initiatives.
Establish resource planning, recruiting, training, professional development and performance management plans that results in satisfied and engaging team who serve satisfied customers and meet the growing needs of the organization.
Manage the Customer Success budget and meet monthly targets.
Act as Global Customer Service Management (GCSM) representative for the Americas, working with the Corporate GCSM group and the Americas’ country managers to drive and implement global Customer Service best practices.
Other duties as assigned
Skills and experience to thrive in this role:
Bachelor’s Degree (or equivalent work experience).
10+ years of progressive experience in Customer Success, with min. 8 years in a leadership role.
Self-driven and proactive, always looking for ways to optimize efficiencies while focused on customer satisfaction, customer experience and NPS.
Strong stakeholder management skills at all levels with a focus on listening to stakeholder and customer needs, as well as working collaboratively to drive buy-in.
Strong understanding of all areas of the manufacturing business model. Experience working with distribution and OEM sales channel models a plus.
Knowledge of customer success processes.
Strong presentation, meeting/workshop facilitation, and written communication skills.
High technology literacy and ability to learn and leverage new technology (ERP, CRM, OCR, RPA, Contact Center, Dashboards…)
Computer proficient with Excel, Powerpoint, Word and Outlook (MS Office).
Prior Knowledge of SAP, Microsoft Dynamics and e-commerce desirable.
Ability to travel 20%
HARTING Americas
is a subsidiary of HARTING Technology Group, a German-based global leader in industrial connectivity solutions. We develop, manufacture, and sell the world's most durable and reliable products and solutions for use in Machinery & Robotics, Automation Devices, Rail & Transportation, Intralogistics & Conveyor Systems, Energy, and Datacenter market segments.
As a third generation, family-owned company, with over 75 years of history, we continue to create value and shape the future with technologies for people. You will discover that we work hard – to fulfill our personal, company, and customer goals, and in our commitment to our community with our holiday drives and our paid VTO (Voluntary Time Off). You will also discover that we like to have fun – like when we celebrate the holidays, host theme days and sweater parties, prost to Oktoberfest, and much more
HARTING USA offers an attractive total compensation package and employee benefits, including:
21 days PTO (Paid Time Off) to start – quickly earn more PTO as you stick with us (36 days max)
Medical, dental, and vision – several Blue Cross Blue Shield plan options to choose from
Company-sponsored life, AD&D, and short- and long-term disability – at no cost to employee
Paid parental leave, tuition and fitness reimbursement, and a hybrid working policy
401(k) with a 4% dollar-for-dollar match – fully vested upon eligibility
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