VP, Customer Success

Job Description

Job Description

Description :

The Vice President, Customer Success for the Electrical Equipment Center of Excellence (EECOE) is a pivotal leadership role dedicated to ensuring our products and services consistently exceed customer expectations. The VP, Customer Success will be the primary advocate for our customers, leading swift resolution of issues, and cultivating customer satisfaction to protect and enhance our brand value. As a member of the executive leadership team, this role collaborates cross-functionally to embed quality throughout the customer journey and is a fundamental position in building a high-performing organization. The VP, Customer Success serves as a key brand ambassador, representing the company externally with customers and partners, building strong relationships, and communicating our commitment to excellence and integrity.

Requirements :

• Sponsor Customer Centricity Mindset : Represent the voice of the customer and cultivate a pervasive customer-centric mindset across the entire organization. You will build relationships through monthly meetings, quarterly in-person visits, and annual "voice of the customer" initiatives.
• Drive Excellence in Customer Project Management : Create a professional project management team to serve the customer and partner with sales and operations to understand the scope, schedule and budget of projects. Hold accountable all groups for delivery of their commitments as well as hold customers accountable. Manage change order process for both schedule and budget as well as contract term enforcement.
• Drive Quality and Success : Lead the establishment and maintenance of robust Quality Assurance (QA) and Quality Control (QC) standards throughout the product lifecycle, from design to delivery. Monitor quality metrics, drive data-driven improvements, and ensure our products and services consistently meet and exceed customer expectations.
• Ensure Safety and Compliance : Implement and maintain comprehensive safety policies and training programs, ensuring compliance with all regulatory requirements. Proactively identify risks, investigate incidents, and lead initiatives to continuously improve safety performance.
• Drive Internal Business Initiatives : Partner with internal business stakeholders to manage and hold teams accountable to complete critical internal initiatives. Provide structure and rigor to the business initiative portfolio to ensure goals are met. Champion a culture of continuous improvement to identify areas for optimization in processes, products, and services, ultimately enhancing customer satisfaction
• Optimize Customer Experience : Oversee and optimize the entire customer order-to-delivery process, ensuring seamless execution, particularly for complex orders involving multiple products, locations, or outsourced services.
• Lead Cross Functional Collaboration : Oversee the performance and seamless collaboration of key customer deliverables. Partner with Sales and Operations to successfully convert opportunities to executable orders.

Attributes :

Our success is deeply rooted in our unwavering commitment to our operating ethos and core values. As a member of our team, you will be expected to consistently demonstrate and champion these in every aspect of your role.

Operating Ethos :

Core Values :

Required Skills / Abilities :

Work Environment and Physical Demands :

Additional Information :