Overview
The Global Customer Success Director will lead our efforts in ensuring the success of our product portfolio in the QA/QC Business Segment. Responsibility for commercialising products for customers, reducing churn, increasing retention, and maximizing customer satisfaction through effective advocacy and strategic initiatives.
The leader has the authority to design their team structure and empower their members to drive customer success. Responsibility for recruiting, developing, and guiding a team aligned with business objectives, fostering collaboration, innovation, and accountability.
Responsibilities
Customer Advocacy:
- Develop and nurture strong relationships with key customers to understand their business goals, challenges, and needs.
- Serve as the primary point of contact for regional partners, ensuring a seamless experience and timely resolution of any issues.
- Providing technical support, troubleshooting issues, and optimizing product usage for customers\
- Act as subject matter experts, providing insights and recommendations to enhance product functionality and performance.
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Retention and Churn Prevention:
- Proactively identify and address factors contributing to customer churn.
- Implement strategies to increase customer satisfaction and loyalty, ultimately reducing churn rates.
- Collaborate with cross-functional teams to implement solutions and initiatives aimed at retaining customers.
Customer Feedback:
- Establish a robust feedback loop to gather insights from customers regarding their experiences with our products and services.
- Analyze customer feedback and data to identify trends, pain points, and areas for improvement.
- Work closely with the global product marketing teams to translate customer feedback into actionable initiatives and enhancements.
Metrics and Performance Tracking:
- Develop and monitor key performance indicators (KPIs) to track product performance, customer satisfaction, and retention rates.
- Utilize data-driven insights to identify opportunities for optimization and improvement.
- Regularly report on performance metrics and provide recommendations for enhancing customer success strategies.
- Work in collaboration with the "Growth Room" to prioritize and action key requests from regional partners, ensuring alignment with overall business objectives and customer success initiatives.
Commercialization, Upselling, and Cross-Selling:
- Collaborate with cross-functional teams to develop go-to-market strategies and sales enablement materials.
- Identify opportunities for upselling and cross-selling additional products or services to existing customers.
- Collaborate with regional sales and global marketing teams to develop targeted strategies for account expansion and revenue growth.
- Provide guidance and support to customers in leveraging additional offerings to meet their evolving needs.
Team Management
- Lead and manage a team
- Delegate responsibilities effectively, leveraging team members' strengths to drive customer success initiatives.
- Provide ongoing coaching and development opportunities to enhance team performance
Individual
- Adhere to Environmental, Health and Safety policies and procedures.
Qualifications
- Bachelor's degree in business, marketing, or a related field; MBA or equivalent experience preferable.
- Proven track record of success in a customer-facing role, preferably in a life sciences technology-driven environment.
- Strong communication and interpersonal skills, with the ability to build rapport and trust with diverse stakeholders.
- Analytical mindset with the ability to interpret data and derive actionable insights.
- Experience developing and implementing customer success strategies and initiatives.
- Demonstrated ability to collaborate effectively across cross-functional teams.
- Results-oriented with a focus on driving customer satisfaction and retention.
Company Description
Waters Corporation (NYSE: WAT), the world's leading specialty measurement company, has pioneered chromatography, mass spectrometry and thermal analysis innovations serving the life, materials, and food sciences for over 60 years. With approximately 8,000 employees worldwide, Waters operates directly in 35 countries, including 15 manufacturing facilities, with products available in more than 100 countries. Our team focuses on creating business advantages for laboratory-dependent organizations to enable significant advancement in healthcare delivery, environmental management, food safety, and water quality.
Working at Waters enables our employees to unlock the potential of their careers. Our global team is driven by purpose. We strive to be better, learn and improve every day in everything we do. We're the problem solvers and innovators that aren't afraid to take risks to transform the world of human health and well-being. We're all in it together delivering benefit as one to provide the insights needed today in order to solve the challenges of tomorrow.
Diversity and inclusion are fundamental to our core values at Waters Corporation. It is our responsibility to actively implement programs and practices to drive inclusive behavior and increase diversity across the organization. We are united by diversity and thrive on it for the benefit of our employees, our products, our customers and our community. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or protected Veteran status.
Key Words
customer success, problem solving, commercialization, customer satisfaction, director of marketing