Director - Customer Success

Penske • Cumru Township, PA

19h • Hybrid

About The Position

Customer Success is an integral part the Penske Digital Experience. They are the
driving force behind ensuring the successful use, adoption, and retention of our
products and services. Working with our customers, this team ensures we’re
building products that our customers love. The Director, Customer Success will
oversee the development, maturing, and execution of our Customer Success
Program.

In this role, this individual will work collaboratively with leaders and key
stakeholders from various cross-functional teams and Business Units to manage
and align others to our Customer Success Strategy. 

This role will need to maintain a deep understanding of our customers and
product lines. They will also focus on three primary functional areas:
Customer Success Strategy – Develop and implement the overall strategic vision
for Customer Success. Contribute to and align with strategies from other
business units (i.e., Sales, etc.).
Customer Success Enablement – Ensure that the Customer Success team has the
right resources, tools, training, etc. to do their work consistently and
effectively.
Customer Success Outcomes – Motivative, develop, and guide the Customer Success
team to build relationships with customers and help them to achieve their
business goals with our solutions.

We are seeking a thoughtful and engaged servant-leader. Someone who possess a
high EQ and is passionate about leading and developing others. We need a
Strategic thinker with problem-solving experience. Someone who is self-driven,
and handles change well. This individual should also be comfortable working in
areas that are gray or otherwise undefined while working to develop a path
forward. This Leader should also possess strong business acumen and discretion.

Our office is nestled on the picturesque Green Hills campus of Penske
Transportation Solution’s corporate location in Reading, PA. The modern, open,
and state of the art working space will make you feel like you are working for a
tech startup nestled in Silicon Valley! We also offer flexible hybrid work
options.

Responsibilities

• Build, Develop, and Lead the Penske Customer Success team.
• Develop Customer Success Strategy & Vision.
• Develop customer adoption, retention, and expansion strategies.
• Customer Success Enablement
• Drive customer outcomes, product adoption, and customer experience.
• Lead cross-functionally to deliver customer success.
• Define and optimize customer journey.
• Operational Excellence
• Ensure the delivery of a legendary customer experience.
• Review and prioritize customer feedback.
• Identify product and service opportunities and gaps.
• Monitor KPIs and metrics for team performance and customer outcomes.
• Utilize data to make informed decisions and track strategic initiatives.
• Report out on team performance, goals, wins, and updates.
• Build and nurture relationships in the Sales Organization.
• Work closely with Sales leadership on strategic initiatives.
• Other duties/responsibilities as assigned by manager.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees