Senior Customer Success Director

5 days ago


Phoenix, Arizona, United States ASSA ABLOY Full time

At ASSA ABLOY, we are seeking a highly skilled and experienced Senior Customer Success Director to join our Western Region team, headquartered in Phoenix, Arizona.

About the Role

The successful candidate will play an integral role in ensuring the success and satisfaction of our valued customers. Key responsibilities will include:

  • Building and maintaining strong relationships with customers
  • Understanding customer needs and goals
  • Working collaboratively across internal and external teams to deliver solutions that exceed client expectations

This is an exciting opportunity for a proactive and customer-centric individual who enjoys customer-facing work and can make a significant impact in three distinct areas: Customer Service/Order Management, Estimating/Project Services, and Team Management.

Key Responsibilities

Customer Service/Order Management:

  • Manage the flow of the Service Centers front-end processing of orders
  • Monitor and respond to customer inquiries, elevated issues, or concerns
  • Maximize the use of the Service Centers stock welding program
  • Direct orders to the proper manufacturing locations based on profitability and customer satisfaction
  • Trouble shoot customer orders for accuracy and/or production delays
  • Work with Operations Manager to control production scheduling and backlogs

Estimating/Project Services:

  • Evaluate customer quotes, ensuring accuracy and pricing
  • Drive Quote follow up process, evaluate hit rate and customer metrics
  • Project Take Offs
  • Field Verifications
  • Turnkey package specifications

Team Management:

  • Nurture and develop team members creating an environment of continuous improvement
  • Help to develop and maintain SOPs
  • Perform other duties and special projects as required
  • Actively participate in providing a safe and harmonious working environment for all employees
Requirements

To be successful in this role, you will need:

  • Bachelor's degree or related experience/skills
  • Minimum 7 years of experience managing and accomplishing goals through your team
  • Previous experience in the door, hardware, architectural, construction, building products or a related industry is highly desired
  • Proven track record of delivering an outstanding customer experience through a combination of frequent engagement, subject-matter-expertise, and operational excellence
What We Offer

We are passionate about providing amazing opportunities and benefits, so you can continue and progress a lifelong career with us. Here are some highlights of what we have to offer:

  • Medical, Dental, Vision, 401(k), Short and Long-term Disability, Life and AD&D Insurance, Flexible Spending, Employee Assistance Program, discount portal, recognition and well-being programs just to name a few
  • Paid Vacation, Sick Time, and 12 paid Company Holidays
  • Tuition Reimbursement, Learning and Career Development opportunities
  • A competitive salary range of $120,000 - $180,000 per year

We believe that our compensation package reflects the value we place on our employees' hard work and dedication. Our salary is based on factors such as location, industry standards, and market conditions.

If you have any questions about the role or the process, please contact Stephanie Mandato, Senior Talent Acquisition Manager at ASSA ABLOY.



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