Regional Manager, Customer Success

Overview:

The Regional Manager, Customer Success is responsible for leading the Industrial Scientific Customer Success teams within a defined region. These teams (PODs) consist of Customer Relationship Managers, Customer Relationship Renewal Managers, Technical Support Specialists, and Deal Desk Representatives. In this critical role, the Regional Manager, Customer Success will ensure a smooth and successful customer experience from pre-sale through to the post-sale customer relationship by delivering the highest quality customer service...every transaction, every time!

The Regional Manager, Customer Success will own the customer relationships by having a strong instinct to act, possessing a keen sense of urgency and energy, acting as a credible and knowledgeable spokesperson for the company, and serving as an advocate for our customers internally at Industrial Scientific. This position requires strong people, commercial, and process improvement leadership experience. You will be required to synthesize external customer feedback and internal customer feedback to drive better processes and tools to meet our customer needs.

Essential Duties and Responsibilities:

• Direct and oversee the Customer Success PODs in a defined North America sales region and partner with sales team and leaders to drive the ideal customer experience leading to world class customer health scores, net dollar retention, and business expansion.
• Ensure POD team members own the resolution of internal and external customer issues.
• Build and manage the Customer Relationship Management team to proactively manage customer accounts, schedule, negotiate, and implement renewals, and ensure the highest level of customer satisfaction.
• Build and manage a strong Technical Support team of highly knowledgeable, motivated, and dedicated individuals to ensure technical questions are resolved quickly and thoroughly.
• Build and manage the Deal Desk team to deliver successfully on the following customer workstreams: following up on web leads and converting leads to sales opportunities, delivering quotations and proposals to outside sales, distributors, and customers, and assisting outside sales with the management of critical sales opportunities.
• Actively work to develop and implement strategic and tactical plans to guide the support teams to accomplish goals.
• Direct business and process changes using Fortive Business System (FBS) fundamentals and data; provides guidance to global technical teams.
• Maintain high customer satisfaction survey results; taking appropriate actions to continue to raise team performance through analysis of customer survey results. Anticipate customer needs and implement strategic plans that will improve customer satisfaction.
• Participate in and lead global initiatives and cross-functional teams comprised of subject matter experts in the areas of gas detection, standard process development, troubleshooting and innovation

Qualifications Required

• Demonstrated commitment to delivering the highest level of customer service to external and internal customers.
• Proven record of accomplishment of leading a customer facing team including customer contract negotiations.
• An effective communicator with demonstrated successes developing people and teams.
• Available for customer critical issues 24x7, 365
• Must demonstrate a high level of urgency to resolve issues.
• Goal-oriented and highly ethical with excellent teamwork skills and a positive attitude
• Persuasive, compelling oral and written communications
  

  Qualifications Preferred

• Experience with project management
• Excellent analytical skills & problem-solving skills combined with the ability to provide quick resolution to problems
• Organized, ability to work independently, take initiative, problem solver
• Ability to effectively engage in high-level, self-directed time management and prioritization of workload
• Demonstrable success in thinking strategically, performing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
• Thorough understanding of all Industrial Scientific products, systems, applications, and service offerings
• Willingness to travel periodically based on customer and business need
  

  Educational and/or Work Experience:

• A bachelor’s degree in business or similar.
• At least 5 years of proven experience leading a customer facing team required; 10+ years preferred. Includes leading process improvement initiatives, development and implementation of individual and team metrics, performance management, knowledge of call center technologies including call center support tools, phone systems, and software.
  We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact. 

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference. 

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone. 

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating. 

Fortive: For you, for us, for growth. 

Ready to move your career forward? Find out more at careers.fortive.com.

The people at Industrial Scientific are committed to ending death on the job by the year 2050, and we need more help. We hire smart, motivated people, give them world-class tools in a supportive environment, and we let them do their job. Our team is highly engaged, creates quality solutions and delivers outstanding customer service. Our leaders understand the critical elements of breakthrough performance: bringing out the best in people; creating a climate of trust, openness and high performance; fostering candor; and treating people fairly and with dignity.

We Are an Equal Opportunity Employer

Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request an accommodation.