Position Summary:
- The function of the Regional Customer Success Director is to lead and direct a geographically distributed dynamic territory team of Customer Services professionals, within the scope of the set strategic direction and the defined operational processes, to maximise the customer support revenues, by driving and continuously improving customer satisfaction (NPS) in the best, most cost-effective way. The Director manages the Customer Success Departments within a specific territory and is facilitating technical support to Distributors and agents where applicable, in collaboration with the export (sales) teams. The goal is to develop and maintain a highly competent, efficient and effective profit generating support network to the Malvern Panalytical install base
Specific Duties and Responsibilities:
Responsible of the day to day planning and execution of the work:
- Drive the planning and scheduling of deliverables i.e. KPI’s, escalation reports and be responsible for the performance of local teams through the use of available tools SF, SAP etc.
- Periodic calls with Sales directors to ensure they are aware off all installations being managed to achieve revenue targets
- Communicate objectives to individual managers of the regional team ensuring all business targets are met, following progress regularly, use of formal process and also monitoring and updating OCR
- Manage the delivery of customer satisfaction in the region by addressing the issues and escalations where required.
- Provide a single contact point and act as an interface between the Regional Sales Leads, Finance, Senior Management and the local service organisation to disseminate and collate information regarding all business activities and innovation rollout as a team of 3 Regional Directors
- Ensure local compliance to all standardised Service is implemented and maintained using available systems
- Ensure that the service operations are effective and that operational issues are addressed efficiently
- Provide support for the roll out of Global Health & Safety and CoBE initiatives and ensure timely implementation and completion
Responsible for finance objectives:
- Realisation of timely installation and commissioning to support Customer Success Revenue
- Regional Customer Support Revenue and Order Intake
- CSE productivity and utilization
Responsible for team management:
- Contribution to and execution of Strategic plans for all customer success activities – includes training plans, resources, aftersales actions
- Sets the territory CS objectives in line with the Global CS and business objectives and targets.
- Use and monitoring off harmonised KPI’s for the Customer Success organization and improve performance of these KPI’s if they deviate from target/objective
- Assisting regional customer support managers where needed with their teams which includes annual reviews and setting Goals for individuals and organisation, also potential cross training opportunities
- Customer escalation management, monitoring
- Ensure customer satisfaction for the region. Cooperation with the international customer support organisations to ensure ‘best practices’ are used
- Regular Territory Customer Success Director and local team meetings, continual updates on new tool rollout.
- Smooth adaptation of new products in the field
- Build of strong CSE teams with high employee engagement, CSE retention and strong skills and competencies, which creates and sustains a competitive advantage, through world-class quality, fastest diagnosis, shortest time to repair.
- Contributes to and manages active deployment of Global Customer Success policies and agreed processes and work instructions.
Responsible for monthly reporting to Senior Line Management:
- Provide agreed Key Performance Indicators and action plans + progress
- Provide monthly revenue updates
- Control and report the Escalations, RFA’s
- Work closely with other regions to leverage all quality issues
- Manage with other regional representatives, the implementation of best practice
- Arrange and deliver service management meetings (updates)
- Develop an ongoing relationship with regional Managers and local Service Managers
- Provide, initiate and execute new ideas, initiatives to support growth and efficiency in alignment with the CS and Applications Management team.
Required Knowledge, Skills and Experience:
- 5-10 years’ experience in customer services with substantial experience managing country organizations and managing larger teams.
- Solid track record of improving customer satisfaction/NPS.
- Possesses Lean (Six Sigma) skills and knowledge
- Has a proven track record in implementing change in organizations.
- Has relevant qualifications that support the role.
- Experience and knowledge in after-sales business
- Excellent verbal, written and presentation skills
- Previous experience in a previous customer support position is preferred.
- Experience in supervising or managing is considered as essential.
- Good understanding of budgets, pricing, margins and possess good general business acumen
- Preferred to have knowledge of CRM systems Salesforce.com and ServiceMax
- Ability to travel as and when required
Competencies:
- Decisiveness
- Improves involvement
- Resilience
- Customer centric attitude
- Resourcefulness
- Autonomous
- Flexible
- Result driven team-player
- Strong problem-solving skills
Impact
- Professional image of Malvern Panalytical
- Enhancement of Malvern Panalytical global brand
- Customer satisfaction
- After Sales revenue and therefore company profitability
- Market growth
- Company efficiency
- Regulatory/legislation compliance
Accountability
- Realising business objectives (KPI’s).
- Successful deployment of global customer services policies
- Agreement on implementation of territory improvement programs/projects.
- Well skilled and capable CSE team in the territory
About us - Malvern Panalytical, Micromeritics and SciAps.
Together we are a powerful and highly complementary combination of market leading technologies.
We are the toolmakers for the world's most innovative companies, academic institutions, and government laboratories. We are their partners in discovery.
Malvern Panalytical instruments analyze the chemical, physical and structural nature of materials, from proteins to polymers and semiconductors to minerals. Our leading technologies measure particle size, shape, concentration and zeta potential, biomolecular interactions and stability, elemental concentrations and crystallographic structure.
Micromeritics manufactures systems for the characterization of particles, powders, and porous materials for a wide- range of end markets including catalysts, chemicals, building materials, clean-tech and battery. Our leading technologies measure surface area, porosity, density, adsorption and particle activity.
SciAps specializes in portable X-ray fluorescence (XRF), laser-based (LIBS) and near-infrared (NIR) analyzers to measure any element in any environment. SciAps is the Center of Excellence for our handheld instruments.
We have a global footprint with R&D and manufacturing sites in North America, Europe, and Asia.
We are more than 2,500 employees in a customer-focused organization with sales and service offices in 20 countries, all committed to delivering expert and responsive customer support.
We are part of Spectris. Spectris combines precision with purpose, delivering progress for a more sustainable world. Precision is at the heart of what we do – our leading, high-tech instruments and software equip our customers to solve some of their greatest challenges to make the world cleaner, healthier and more productive.
Malvern Panalytical, Micromeritics & SciAps
Your Partners in Discovery
Malvern Panalytical, Micromeritics and SciAps, part of the Spectris Group, are committed to a diverse and inclusive culture where everyone can thrive and achieve a fulfilling career. Changing the world isn’t something you can do on your own, or with a single way of thinking; it takes a wide collection of experiences, stories, knowledge, and expertise. We encourage applications from underrepresented individuals and people with diverse backgrounds. Although we always select the most qualified applicant for each role and make all decisions without regard to race, sex, age, or any other protected class, we are an inclusive, equal opportunity organization that prizes diversity. Your unique perspective is important to us.