Senior Director, Customer Experience, North America

Fortive • Pittsburgh, PA

1d

About The Position

1. Work closely with customers to understand their business needs and technical challenges, providing tailored solutions and proactive support. Collaborate with the Sales and Marketing teams to identify and capitalize on upsell and cross-sell opportunities. Provide technical input and support for new business proposals, ensuring alignment with customer needs and company capabilities. Lead, mentor, and develop high-performing managers and teams in Applications Engineering, Customer Service, Customer Success, Field Services, Sales Support and Technical Support. Develop and implement strategic plans to enhance customer success, ensuring alignment with overall company goals. Foster a culture of continuous improvement, customer-centricity, and excellence within the team. Ensure the technical teams are equipped with the knowledge and resources needed to deliver exceptional service. Work closely with Product and Engineering teams to provide customer feedback and influence product roadmaps. Establish and monitor key performance indicators (KPIs) for the customer experience teams, ensuring high standards of service delivery. Bachelor's degree in Engineering, Computer Science, or a related technical field; Master's degree preferred. Proven experience (10+ years) in a senior commercial, customer success or technical services leadership role within a technology-driven industry. Demonstrated track record of building a customer-obsessed culture and organization. Hands-on commercial experience such as a salesperson, customer success manager or similar customer-facing role. Excellent leadership and team management skills, with a track record of building and motivating high-performing teams. Exceptional customer-facing skills, with the ability to build and maintain strong relationships with key stakeholders. Strong commercial acumen, with experience in influencing pricing strategies and supporting sales initiatives. Excellent communication, presentation, and interpersonal skills. Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities. Up to 25% travel

Requirements

• Bachelor's degree in Engineering, Computer Science, or a related technical field; Master's degree preferred.
• Proven experience (10+ years) in a senior commercial, customer success or technical services leadership role within a technology-driven industry.
• Demonstrated track record of building a customer-obsessed culture and organization.
• Hands-on commercial experience such as a salesperson, customer success manager or similar customer-facing role.
• Excellent leadership and team management skills, with a track record of building and motivating high-performing teams.
• Exceptional customer-facing skills, with the ability to build and maintain strong relationships with key stakeholders.
• Strong commercial acumen, with experience in influencing pricing strategies and supporting sales initiatives.
• Excellent communication, presentation, and interpersonal skills.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
• Up to 25% travel

Nice To Haves

• Experience with a safety product or in the industrial space

Responsibilities

• Work closely with customers to understand their business needs and technical challenges, providing tailored solutions and proactive support.
• Collaborate with the Sales and Marketing teams to identify and capitalize on upsell and cross-sell opportunities.
• Provide technical input and support for new business proposals, ensuring alignment with customer needs and company capabilities.
• Lead, mentor, and develop high-performing managers and teams in Applications Engineering, Customer Service, Customer Success, Field Services, Sales Support and Technical Support.
• Develop and implement strategic plans to enhance customer success, ensuring alignment with overall company goals.
• Foster a culture of continuous improvement, customer-centricity, and excellence within the team.
• Ensure the technical teams are equipped with the knowledge and resources needed to deliver exceptional service.
• Work closely with Product and Engineering teams to provide customer feedback and influence product roadmaps.
• Establish and monitor key performance indicators (KPIs) for the customer experience teams, ensuring high standards of service delivery.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees