Vontier logo
Vontier

Invenco by GVR is a dynamic and innovative force in the technology-driven retail solutions. Born from integrating groups within the Gilbarco Veeder-Root network and the strategic acquisition of technology companies worldwide, our foundation is built on tech expertise. With a diverse set of industry leaders including Orpak, Invenco, Insite360 & GVR, we have formed a network of excellence. Our team members are located in over 20 countries and we are proud of the global diversity of our teams. Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet.

Executive Director, Customer Success

ExecutiveExecutiveOtherRemoteLeadTeam 5,001-10,000

Location

Northern America + 1 moreAll locations: Northern America | Western Europe

Posted

2 days ago

Salary

$150K - $250K / year

Seniority

Lead

No structured requirement data.

Job Description

Executive Director, Customer Success

Vontier

Role Description This role will continue the transformation of our US, UK and Mexico Customer Success organization to develop and execute strategies to enhance customer satisfaction, loyalty, and retention by leveraging data, feedback, and customer insights to drive improvements to enhance the overall customer experience. The Executive Director, Customer Success is responsible for establishing a strong customer success function that takes accountability for driving the adoption, retention, and expansion of our customer base. Will lead a team of managers and individual contributors tasked with building strong relationships with customers and ensuring their needs are met throughout their entire journey with the company. This role is customer facing and will travel to customer sites. - Responsible for developing and implementing a comprehensive regional Customer Success vision and strategy aligned with Teletrac Navman’s goals. - Foster a customer-centric culture that values feedback, continuous improvement, and innovation. - Support building the Customer Success team, developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner. - Create an optimized & data-led model of the customer journey, ensuring all internal stakeholders are aligned. - Work with operational specialists to ensure customer data is correct and that everyone uses the same data sets. - Implement processes to capture customer feedback, including surveys, reviews, and direct interactions, with a strong focus on solutions. - Increase product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics. - Collaborate with sales and marketing to create and optimize the upsell and cross-sell strategies. - Establish metrics to measure the effectiveness of customer engagement initiatives in the market. - Prepare regular reports on customer engagement performance, customer growth metrics, highlighting successes and areas for improvement. Qualifications - Proven experience (typically 7+ years) in customer engagement, customer success, enterprise sales or related roles. - Strong understanding of customer experience management and customer relationship-building strategies. - Proven track record in customer success, including building the processes and systems to be successful. - Strong knowledge of customer success tools and methodologies. - Advanced business experience and ability to create strategies, guidelines, and objectives, and implement them while driving business growth and creating data-driven reports. - Analytical mindset with the ability to interpret data and derive actionable insights. - Deep understanding of software businesses, with knowledge of both the subscription and renewal models. - Experience managing a team in Mexico and/or the UK a strong plus. - Excellent communication - both verbal and written, including the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward. - Business development knowledge and experience growing a business a plus. - 25% travel, domestic and international (UK & MX). Requirements - The base compensation range for this position is $150,000 to $250,000 per annum. - Your actual base salary will be determined based upon numerous factors which may include relevant experience, skills, location (labor market data), credentials (education, certifications), and internal equity. - For this specific role, you may be eligible to participate in a quarterly Customer Success incentive plan. Benefits - Premium suite of health and wellness programs including medical, dental, vision, disability and life insurance. - Programs for family planning from Maven Clinic to managing diabetes like Livongo. - Coverage for women's health, support for adult and elder care. - Paid parental leave. - A generous 401(k) plan with matching company contributions. - Paid time off up to 120 hours. - 13 paid holidays (including 3 floating holidays) per year. - Paid sick leave.

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