Director, Customer Success - West

Dyson•Chicago, IL

About The Position

We are seeking a strategic and relationship-driven Director of Customer Success - West to serve as the partner between the Customer function and the Managing Director (MD) of the US Markets. This role is pivotal in ensuring that the customer function and the market achieve their business objectives, while also collaborating closely with our customer teams to deliver seamless support and operational excellence.

Requirements

Market experience / knowledge
Customer or Repair background
Collaborative and communicative
Problem solver
Can translate strategy into action, driving projects and plans to ensure completion and succession
Stakeholder management, able to operate across leadership teams and functions
Passionate about transforming Customer experience across Dyson

Nice To Haves

Knowledge of Distributors for fast growing markets is advantageous

Responsibilities

Executive Relationship Management Serve as the trusted advisor to the MD, understanding their strategic goals and aligning our services to support those outcomes.
Facilitate regular executive-level reviews, performance updates, and strategic planning sessions to deliver to Market the Customer ambitions.
Proactively identify opportunities to add value and drive business impact for the market and the customer function.
Customer Success Strategy Develop and execute tailored customer focused success plans for the MD, ensuring alignment with country-level KPIs and business priorities.
Monitor and report on success metrics, adoption rates, and satisfaction levels.
Anticipate risks and implement mitigation strategies to ensure continued success.
Internal Partnership & Coordination Act as the bridge between the MD and the Customer team, ensuring clear communication and alignment.
Collaborate with the customer service team to resolve escalations, improve service delivery, and implement feedback loops.
Advocate for the MD’s needs internally, influencing product, operations, and support teams.
Deploy special projects and initiatives that will align to customer function strategy and promises.
Operational Excellence Ensure timely and high-quality execution of services and support.
Drive continuous improvement initiatives based on feedback and service performance data.
Maintain detailed documentation of interactions, plans, and outcomes.
Drive Strategic Alignment with the MD Understand the country-level goals and ensure all services and support align with those objectives.
Ensure the market sees measurable value from the partnership.
Build a strong, trusted relationship with the MD based on transparency, reliability, and results.
Position the Customer Success Manager as a strategic advisor, not just a service liaison.
Ensure Service Excellence through Internal Collaboration Act as the voice of the MD and market within the customer function organization, ensuring alignment with expectations.
Facilitate smooth coordination between the market and the team to resolve issues quickly and effectively.
Monitor service KPIs and drive continuous improvement initiatives.
Proactively Manage Risk and Opportunities Identify potential risks to satisfaction, adoption, or performance early and implement mitigation strategies.
Surface opportunities for innovation, efficiency, or added value based on feedback and market trends.
Champion Customer Advocacy and Feedback Gather and synthesize feedback from the market to inform product, process, or service improvements.
Advocate internally for changes that will enhance the MD’s experience and outcomes.

Benefits

401K with up to a 4% match
Company paid Life Insurance and AD&D
Flexible Savings Account (FSA) and Health Savings Account (HSA)
Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time
Pre-tax Commuter Benefits (applicable areas only)
Generous Child Care Leave Program
Wellness Program
Employee Assistance Program
Dyson Product Discounts
Multi-Level Healthcare Coverage Options
Vision & Dental Coverage
Company paid Short-Term and Long-Term Disability