Senior Director, Customer Experience, North America

Description

• Oversee the resolution of complex technical or commercial issues, ensuring timely and effective problem-solving.
• Develop and implement strategic plans to enhance customer success, ensuring alignment with overall company goals.
• Work closely with Product and Engineering teams to provide customer feedback and influence product roadmaps.
• Establish and monitor key performance indicators (KPIs) for the customer experience teams, ensuring high standards of service delivery.
• Drive the development of technical documentation, AI agents, analytics, training materials, and knowledge base articles to support both internal teams and customers.
• Influence pricing strategies based on technical insights and customer feedback, ensuring competitive and profitable offerings.
• Foster a culture of continuous improvement, customer-centricity, and excellence within the team.
• Serve as a senior point of contact for major customers, ensuring their needs and expectations are met, pre-sale and post-sale.
• Provide technical input and support for new business proposals, ensuring alignment with customer needs and company capabilities.
• Collaborate with the Sales and Marketing teams to identify and capitalize on upsell and cross-sell opportunities.
• Create scalable frameworks that deploy the best support model throughout the customer lifecycle leveraging a combination of AI agents, remote support and onsite services.
• Ensure the technical teams are equipped with the knowledge and resources needed to deliver exceptional service.
• Lead, mentor, and develop high-performing managers and teams in Applications Engineering, Customer Service, Customer Success, Field Services, Sales Support and Technical Support.
• Work closely with customers to understand their business needs and technical challenges, providing tailored solutions and proactive support.
• Lead and coach problem-solving using the Fortive Business System (FBS) to drive sustainable improvement on business priorities

Requirements

• Hands-on commercial experience such as a salesperson, customer success manager or similar customer-facing role.
• Up to 25% travel
• Excellent communication, presentation, and interpersonal skills.
• Demonstrated track record of building a customer-obsessed culture and organization.
• Preferred: Experience with a safety product or in the industrial space
• Excellent leadership and team management skills, with a track record of building and motivating high-performing teams.
• Bachelor's degree in Engineering, Computer Science, or a related technical field; Master's degree preferred.
• Proven experience (10+ years) in a senior commercial, customer success or technical services leadership role within a technology-driven industry.
• Strong commercial acumen, with experience in influencing pricing strategies and supporting sales initiatives.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
• Exceptional customer-facing skills, with the ability to build and maintain strong relationships with key stakeholders.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance