Senior Director, Customer Experience, North America

Fortive Careers•Pittsburgh, PA

50d

About The Position

The team at Industrial Scientific is committed to ending death on the job by the year 2050. We hire inquisitive, motivated people, foster an encouraging environment, and we let them do their job. Our team is highly engaged, builds quality solutions, and delivers outstanding customer service. Our leaders understand the critical elements of breakthrough performance: bringing out the best in people; crafting a climate of trust, openness and dedication; encouraging candor; and treating people fairly and with dignity. We are seeking an experienced and dynamic Sr. Director, Customer Experience to lead our customer-facing customer success and technical services teams, including Customer Success, Field Services, Technical Support, and Customer Service. This senior leadership role requires a balance of commercial and technical acumen coupled with team leadership to closely collaborate with commercial teams in driving customer satisfaction and retention, upsell/cross-sell opportunities, new business capture, and pricing strategies across North America.

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

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.
Lead and coach problem-solving using the Fortive Business System (FBS) to drive sustainable improvement on business priorities
Establish and monitor key performance indicators (KPIs) for the customer experience teams, ensuring high standards of service delivery.
Create scalable frameworks that deploy the best support model throughout the customer lifecycle leveraging a combination of AI agents, remote support and onsite services.
Serve as a senior point of contact for major customers, ensuring their needs and expectations are met, pre-sale and post-sale.
Work closely with customers to understand their business needs and technical challenges, providing tailored solutions and proactive support.
Oversee the resolution of complex technical or commercial issues, ensuring timely and effective problem-solving.
Drive the development of technical documentation, AI agents, analytics, training materials, and knowledge base articles to support both internal teams and customers.
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.
Influence pricing strategies based on technical insights and customer feedback, ensuring competitive and profitable offerings.