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customer success management jobs ID-8360

March 19, 2025

Responsibilities

The Director of Customer Success, West, is responsible for managing a team of Customer Success professionals driving customer satisfaction, retention and growth within a specific geographic area in addition to owning relationships with key/enterprise clients. Primary responsibilities and qualifications associated with this role are:

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Serve as an enthusiastic ambassador of SIMCO’s Mission in Service.
Management: Responsible for the leadership and outcomes of a team of Customer Success professionals and their objectives. Additionally, the Director will own the relationship with customers in the 6-7 figure annual revenue range. May involve managing managers (2 nd level).
Ambassador: As a skilled technical advisor, work closely with customers tosolve technical problems, identify opportunities to increase quality and reduce costs through innovative service offerings. Assist customers with test equipment application challenges and choices.
Onboarding and Training: Provide exceptional training experiences for Customer Success teammates and drive consistent, repeatable best practices within team.
Cross-sell / Up-sell: Find opportunities to organically grow the business relationship with customers in the territory.
Continuous Improvement: Identifyopportunities to foster an environment that promotes loyalty and long-term relationships with our customers by driving out program waste.
Reporting: Collect and report on customer health, forecasts, and competitive information. Identify areas to improve internal technologies, systems and measurements for more effective customer satisfaction behaviors.
Metrics: Expose subsets of metrics for executive team and company visibility.
KPIs:Drive team to meet territory key performance objectives.

Increased retention rate and growth % of #
Increased volume #
Increased Customer Satisfaction %
Employee Engagement; Q12/eNPS

Qualifications And Requirements

Education: Bachelor's degree in Business, Engineering or a related field. Experience and Certification(s) in the Calibration and/or Lean Six Sigma is desirable.
Experience: Proven experience in driving customer service excellence with a strong focus on customer satisfaction and achieving retention and growth goals. Management experience required. 2 nd level management experience preferred.
Skills: Strong communication, leadership, and analytical skills. Ability to work with customers on issue resolution, forecasting, new service solutions and follow corporate policies regarding customer relations.
MS Office Products: Ability to produce concise, clear PowerPoint presentations, backed by sound Excel analysis. Plus, other related applications.
Travel: Approximately 50% travel can be expected. Commitment is dependent on customer needs within the area of responsibility.

Technical Skills

As Director of Customer Success, West, several technical skills are crucial to effectively managing service retention and customer relationships. Below are several key technical attributes to possess:

Technical Knowledge: Ability to train, educate, and assist customers with test equipment problems and applications. Experience in the Calibration marketspace is highly preferred.
Customer Relationship Management (CRM): Maintain and update customer records in CRM (Salesforce).
Data Analysis: Competence in using tools like Excel or specialized software to analyze service data, generate reports, and make data-driven decisions.
Planning: Expertise in creating and executing effective plans to achieve retention and growth objectives. Forecasting is a key component.
Product Knowledge: In-depth understanding of the services being sold to effectively communicate benefits and features to customers.

These management and technical skills, combined with strong interpersonal abilities, are essential for the Director of Customer Success, West, to succeed in their role.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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customer success management jobs ID-8360

Other Jobs You May Be Interested In

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?