Director of Customer Success – Semiconductor Business Unit

ITW•Hatfield, MN

3d•Onsite

About The Position

Brooks Instrument, an industry leader in flow and pressure instrumentation for critical applications, is seeking candidates for a Director of Customer Success - Semiconductor Business Unit position based at the company headquarters in Hatfield, Pennsylvania. The company has global manufacturing and sales/service offices. Their high-tech products serve various end markets. Brooks is a division of ITW, a Fortune 200 company and a leading diversified manufacturer. ITW operates in 56 countries with over 50,000 employees, focusing on innovation and leveraging its business model for growth. The Director of Customer Success reports to the Semiconductor Business VP/GM and is responsible for leading factory-based customer-facing teams to provide exceptional service and support to global customers and sales channel partners. This role involves direct customer engagement, collaboration with internal teams, and driving customer satisfaction through feedback, metrics, and market insights. Key responsibilities include acting as a point of contact for guidance and escalations, developing training programs and tools, and fostering a culture of continuous improvement and customer-centricity.

Requirements

Bachelor's degree in a technical, marketing, or business-related field of study is required
Minimum of 7 years of customer-facing experience, with at least 5 years in a managerial capacity
Demonstrated experience in leading and developing high-performing support teams, with a focus on fostering a collaborative, customer-centric culture and driving continuous improvement
Proven record of mentoring & coaching technical support staff, including goal-setting, performance management, and professional development, to enhance team capabilities and service levels
Strong leadership skills with the ability to motivate and inspire teams, especially in fast-paced and dynamic environments, while ensuring accountability and adherence to service standards
Exceptional team-building and interpersonal skills, with a focus on building trust, promoting open communication, and creating an inclusive environment that supports growth and engagement
Strong project management skills, enabling you to effectively plan, organize, and execute multiple projects simultaneously while maintaining a strong attention to detail
A self-starter who thrives in an ambiguous, fast-paced and deadline-oriented startup environment
A results-oriented mindset, with a proven track record of driving revenue growth, ensuring customer satisfaction, promoting feature adoption, and maximizing customer retention
A self-motivated, proactive, and innovative leader who consistently strives to inspire customer loyalty
Excellent interpersonal and customer relations skills, particularly when it comes to building and nurturing strategic relationships
A clear and concise verbal & written communicator, capable of conveying complex information effectively
Proficiency in leading both professional meetings with customers and internal stakeholders, demonstrating confidence and expertise
Ability to work autonomously, tackling even the most intricate challenges, and successfully completing tasks that may lack comprehensive documentation

Nice To Haves

An MBA or advanced degree in a technical or related field of study is preferred
Ideally will have worked in a Semiconductor related company with a multi-national exposure, ideally with OEM specific focus is highly desirable.

Responsibilities

Directly oversee U.S. based Semiconductor order management teams and provide indirect functional leadership to global order management teams to drive consistency, best practices, and process alignment.
Serve as the executive sponsor for high-value clients who will step in to resolve critical, high-level customer escalations.
Oversee and drive the change management process with customers as we work through business critical product and manufacturing qualification and approval processes.
Build long-term strategies to improve customer engagement, enhance brand adoption and allegiance, and drive growth.
Build relationships with high-priority clients and establish themself as a key factory-based point person available to discuss and address issues.
Working with Sales, manage customer escalations & coordinate cross-functional and cross geographical resources to ensure timely issue resolution.
Collaborate closely with Sales and Key Account Management to ensure seamless customer support and product delivery.
Standardize & improve the customer onboarding experience to scale with the growth of the business.
Identify opportunities to automate & optimize customer service systems, processes and workflows.
Monitor and report on key operational performance metrics to include: order entry, order acknowledgment, workflow management, and order processing performance.
Prepare and present customer service and operational performance reports to senior leadership.
Establish & maintain standardized processes, procedures, and service level expectations across regions.
Facilitate communication & coordination between Customers, Sales, Applications Engineering, Product Management, and Technical Services during product launches and critical projects.
Provide guidance and communication support to global customer-facing technical support teams.
Serve as the business owner for Semi related customer-facing systems including CRM, CPQ, ERP, and related platforms. (This includes post sales service related system support needs.)
Manage the Brooks Instrument CPQ portal & ensure effective implementation of enhancements, upgrades, and issue resolution consistent with Semi customer and sales channel partner requirements.
Develop and leverage a deep working level understanding our '80' customers' systems, tools, and processes (i.e. their order portals) to enhance ease of doing business and improve the overall customer experience.
Coordinate cross-functional efforts involving IT, Sales, Product Management, and Operations to improve business systems and user experience.
Develop and maintain documentation, training materials, and governance processes related to CPQ configuration and usage.
Ensure data integrity across business systems and segments through ongoing validation, maintenance, and continuous improvement initiatives.
Standardizing, improving, and enforcing the pre-sales to post-sales handoff process.
Identify and implement technology solutions that improve operational efficiency, scalability, and customer satisfaction.