Director Customer Success

Profile

At

Husky Technologies

TM

, our success is based on your success. Our ability to keep our customers in the lead is based on building the strongest team possible.

Husky Technologies

TM

has a strong foundation built on innovation, close customer relationships and a unique culture and values. We are dedicated to offering our customers the highest quality products and services and are looking for people with the inspiration and talent to develop with us as we pursue our ambitious growth strategy. We are a leader in developing state-of-the-art technology and it is this technology base that uniquely positions us to serve customers who seek differentiation through solutions that provide speed, flexibility and maximum productivity. This capability is at the core of our mission and competitive strategy.

Husky Technologies

TM

offers a wealth of opportunity for personal growth and development. Most importantly,

Husky Technologies

TM

offers an opportunity to work with – and be challenged by – a team of great people. Our success is possible because of the creativity, intelligence and passion of our people around the world and their desire to lead change. At the same time, we are not afraid to expect a lot and strive for leadership in all of our key markets. We are a company taking on new challenges and for the right people this means exceptional career development opportunities, the chance to be part of a team that is the best in the world at what we do and the experience that comes from working in an environment that demands constant transformation and innovation.

Husky Technologies

TM

is an exciting company with tremendous potential. We have a great team and great expectations. If you are attracted to bold goals, believe in uncompromising honesty, support mutual respect, care about environmental responsibility, have a passion for excellence and a desire to make a positive contribution – then we want you to join the

Husky Technologies

TM

team!

The Director of Customer Success commits to the accomplishment of the sub-territory P&L financials and year-over-year growth while ensuring customers realize the full value of their Husky products, from installation through the entire product life cycle.

A key responsibility is the direct customer support for all Husky’s products in the field and delivering on customer service metrics such as through commitment maintained, account activity management, and contract management.

Leading the CSM Business Managers, regional Service teams and the CSM Sales Support team, the Director of Customer Success will develop and execute business plans that ensure alignment with corporate goals and balance customer satisfaction expectations with CSM business growth.

To deliver on these objectives the Director will develop and deploy teams, expand capabilities as market opportunities arise through training or hiring, track and improve customer satisfaction metrics by focusing on best practice processes, drive service product quality improvements and provide input to the expansion of Husky’s service product offerings and their pricing and marketing plans.

The Director will be personally responsible for Key Account service relationships as well as tactfully handling exception escalations as they arise.

The drive to operate CSM as a profit center and to transition the majority of Husky service work from reactive to a proactive approach is in the hands of the Director of Customer Success.

Key Responsibilities/Areas of Accountability:

Develop best practices for improvements in customer support response times.

Establish service approaches that lead Commitment Maintained.

Drive the shift to Pro-active service by developing processes and incenting customers and employees that act in this way.

Develop innovative service packages that lead to goal alignment with customers, promote stickiness to Husky for future equipment orders and ultimately drive growth.

Establish processes for lead-generation to drive growth.

Collaborate with Husky business teams to ensure customer start-ups are successful in every way.

Collaborate with Husky Sales Teams to meet aligned goals and strategies within the customer base.

Understand market dynamics and capitalize on opportunities such as tooling services.

Regular travel within the sub-territory for customer issue resolution and business development.

PERFORMANCE MEASUREMENTS:

Sub-Territory P&L Metrics:

Revenue, VCM, proxy-EBITDA

Customer Satisfaction Metrics:

Service Contract Renewal

Orders, backlog

Growth of Revenue and profitability

Technical/Professional Knowledge, Skills & Abilities:

Understands Husky plastic injection molding technology including design, manufacturing and operation.

Understands business drivers for injection molding companies – Husky customers.

Very strong verbal and written communication skills.

Skilled at preparing and delivering highly professional presentations.

Significant technical understanding of Husky’s current and legacy machines, molds and hot runners

Significant technical understanding of Husky’s service products

Strong computer skills.

Highly organized.

Demonstrated decisiveness, reliability, mental toughness, self-motivation and energy.

Willing to travel frequently.

Fluent Spanish language skills are required.

Qualifications:

Engineering or Mold-Making Degree or equivalent experience,

Financial degree, Business degree or MBA an asset but not required,

5 years in management of teams

Experience in building growing businesses, P&L responsibility preferred.

Husky Technologies

TM

offers a competitive compensation and benefits package and excellent opportunities for growth and advancement. We are committed to equal employment opportunity and respect, value and welcome diversity in our workplace. Husky Technologies

TM

also values being a great place to work and strives to maintain a safe workplace. Accordingly, Husky Technologies

TM

conditions all offers of employment on satisfactory completion of background checks.

Husky Technologies

TM

is committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity or testing, you should advise the member of the Talent Acquisition team in a timely fashion of any disabilities that requires accommodation measures in order to enable you to be assessed in a fair and equitable manner.

Information received relating to accommodation measures will be addressed confidentially.

No agency or telephone inquiries please.

Company info

Husky Injection Molding Systems Ltd.
Website : http://www.husky.ca/