Senior Director, Customer Experience, North America

Sr. Director, Customer Experience

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.

Essential responsibilities :

• Leadership and Strategy : 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 to drive sustainable improvement on business priorities. Establish and monitor key performance indicators for the customer experience teams, ensuring high standards of service delivery.
• Customer Engagement : 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.
• Commercial Collaboration : 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.

Qualifications :

Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potentialyour ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.

Fortive : For you, for us, for growth.

Industrial Scientific designs and manufactures gas detection products and solutions that protect workers from hazardous conditions around the world. Since our beginnings in 1985, we have pioneered numerous technologies, including the first 3-gas detector, 6-gas detector, wireless gas detector, and even the first gas detector to be included on a NASA space shuttle. Today, we continue to innovate and expand our hardware and software offerings to equip the connected workers of the future. Our latest solutions make it possible to see and respond to hazards in real time, bringing us one step closer to our vision of ending death on the job by 2050.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.

Bonus or Equity : This position is also eligible for bonus as part of the total compensation package.

Pay Range : The salary range for this sales position (inclusive of sales incentives / commissions in local currency) is $149,100 - $276,900