Senior Vice President of Client Engagement

2 weeks ago

Carol Stream, Illinois, United States HARTING Technology Group Full time

Join HARTING Technology Group, a prominent leader in connectivity solutions and tailored products. We are on the lookout for a Senior Vice President of Client Engagement to collaborate with the executive team in defining the strategic direction for Client Engagement, while executing cross-functional initiatives aimed at enhancing customer focus, satisfaction, and overall experience throughout the entire customer journey.

In close collaboration with various departments, the Senior Vice President will champion a customer-first culture within the organization, acting as the internal advocate for our clients to ensure a cohesive and impactful client engagement strategy is integrated into all organizational frameworks: personnel, processes, and technology.

HARTING aspires to be a reliable partner for our clients, establishing itself as the premier authority in industrial connectivity solutions.

We work directly with Original Equipment Manufacturers (OEMs) and distribution partners to provide standard products, customized value-added solutions, and collaborative product development efforts.

Reporting directly to the President & CEO of the Americas, the Senior Vice President of Client Engagement will lead a diverse team encompassing Customer Service, Key Strategic Account Services, and the Client Engagement Training and Systems team across the Americas.

Key Responsibilities:

  • Develop, document, and disseminate a unified vision for client engagement and enhancements throughout the organization.
  • Collaborate with all departments (Human Resources, Marketing, Sales, Product Management, Engineering, Operations, Finance) to design, implement, and assess the effectiveness of key strategies and initiatives aimed at elevating customer service and experience at every organizational level.
  • Conduct quarterly reviews of client engagement strategies and departmental initiatives.
  • Serve as the Voice of the Client, supporting all departments in their projects and continuous improvement efforts, while evaluating customer value, impact, and organizational readiness.
  • Perform annual Client Engagement audits to ensure all departments meet their client engagement KPIs, working with department leaders to drive continuous improvement plans as necessary.
  • Assist the organization in developing processes, tools, and systems to monitor and enhance the customer journey throughout the lead-to-cash process.
  • Identify and recommend updates and enhancements to technology, effectively planning and prioritizing impactful changes.
  • Monitor client outcomes and satisfaction through direct communication, utilizing customer health reporting tools, analyzing metrics, and taking appropriate actions.
  • Support the Client Engagement Management team through mentoring and development, establishing a foundation for long-term growth within the Customer Service department across the Americas.
  • Reinforce best practices in customer service and develop new methodologies to meet evolving client needs. Act as a point of escalation for sensitive client issues.
  • Collaborate with Sales Management, Product Management, and Marketing to drive revenue growth initiatives.
  • Establish resource planning, recruitment, training, professional development, and performance management strategies that foster a satisfied and engaged team, ultimately serving satisfied clients and meeting the organization’s expanding needs.
  • Manage the Client Engagement budget and achieve monthly targets.
  • Act as the Global Client Service Management representative for the Americas, collaborating with the Corporate Client Service Management group and country managers to implement global best practices in Client Service.

Qualifications:

  • Bachelor's Degree (or equivalent work experience).
  • 10+ years of progressive experience in Client Engagement, with a minimum of 8 years in a leadership capacity.
  • Self-motivated and proactive, consistently seeking ways to optimize efficiencies while prioritizing client satisfaction and experience.
  • Strong stakeholder management skills at all levels, with a focus on understanding stakeholder and client needs, and fostering collaboration to drive consensus.
  • Comprehensive understanding of all facets of the manufacturing business model. Experience with distribution and OEM sales channels is advantageous.
  • Knowledge of client engagement processes.
  • Exceptional presentation, facilitation, and written communication skills.
  • High technology literacy and the ability to learn and utilize new technologies (ERP, CRM, OCR, RPA, Contact Center, Dashboards...).
  • Proficient in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
  • Familiarity with SAP, Microsoft Dynamics, and e-commerce platforms is desirable.
  • Willingness to travel as needed.

HARTING Technology Group is a family-owned enterprise with over 75 years of history, dedicated to delivering durable and reliable products and solutions across various sectors including Machinery & Robotics, Automation Devices, Rail & Transportation, Intralogistics & Conveyor Systems, Energy, and Datacenter markets.

We pride ourselves on our commitment to our community and our employees, offering a comprehensive compensation package and benefits, including generous PTO, medical, dental, and vision options, company-sponsored life insurance, paid parental leave, and a hybrid working policy.

At HARTING, we work diligently to achieve our personal, company, and client objectives while also fostering a vibrant workplace culture.

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