VP, Customer Success

Mission Critical GroupSanta Monica, CA, US

1 day ago

Job type

Full-time

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 :

Safety First : Prioritize safety in all actions and decisions. Follow safety protocols, identify potential hazards, and take immediate steps to correct or report unsafe conditions. Model safe behavior for others and contribute to a culture of workplace safety.

People Centered Management : We believe our greatest asset is our people. You will contribute to an environment that fosters respect, collaboration, growth, and empowerment. This includes actively listening, providing constructive feedback, supporting professional development, and promoting a diverse and inclusive workplace where every individual feels valued and can thrive.

Customer Centricity : Our customers are at the heart of everything we do. You will be dedicated to understanding their needs, exceeding their expectations, and building lasting relationships through exceptional service and innovative solutions. Your commitment ensures we consistently deliver value and earn their trust and loyalty.

Core Values :

Have Humanity : This means approaching every interaction with empathy, respect, and kindness. We recognize the inherent worth in every individual, whether they're a colleague, customer, or partner. It’s about understanding different perspectives, fostering a supportive and inclusive environment, and acting with compassion and integrity in everything we do.

Be Transparent : We believe in open and honest communication. This means sharing information clearly and directly, being accountable for our actions, and fostering an environment where trust is built through clarity. We communicate openly about our successes, challenges, and decisions, ensuring everyone understands our goals and how we're working to achieve them.

Drive Innovation : Innovation is the heart of progress. This means we are constantly seeking new and better ways to do things. We encourage curiosity, embrace creative problem-solving, and are not afraid to challenge the status quo. It’s about fostering a culture where new ideas are welcomed, tested, and implemented to drive continuous improvement and future growth.

Be Resilient : Life and business come with challenges, and resilience is our ability to adapt and thrive through adversity. This means facing obstacles with a positive mindset, learning from setbacks, and bouncing back stronger. It's about maintaining perspective, demonstrating perseverance, and supporting each other to navigate difficulties and emerge more capable.

Always Reliable : When we say we'll do something, we do it. Reliability means consistently delivering on our promises, demonstrating dependability in our actions, and being trustworthy in all our commitments. It's about taking responsibility, ensuring quality in our work, and building confidence with our colleagues and customers through consistent, dependable performance.

Grit : Grit is our passion and perseverance toward achieving long-term goals. It's about sticking with our future, day in, day out, not just for the week or the month, but for years. It means working hard to make our vision a reality and maintaining commitment and effort even in the face of setbacks, frustration, and failure.

Required Skills / Abilities :

Bachelor's degree in Engineering, Quality Management, Business Administration, or a related technical field; Master's degree preferred

Minimum of 10 years of progressive leadership experience in customer-facing or customer success roles, with a significant portion in a senior management position, preferably within a manufacturing environment

Proven experience in strategic account management and building executive-level relationships.

Demonstrated expertise in deploying and driving performance in customer experience metrics (NPS, Customer Satisfaction Score, churn rate) and managing a CRM platform.

Proven track record of successfully implementing continuous improvement initiatives (e.g., Lean, Six Sigma certification strongly preferred).

Strong understanding of complex customer order management, including experience with multi-faceted projects and outsourced solutions.

Extremely proficient in Microsoft Office Suite (Word, Outlook, Excel)

Ability to prioritize workload, multitask, and work under pressure in a demanding environment.

Ability to connect and integrate strategic priorities to ensure flawless, aligned, and scalable systems and processes.

Excellent interpersonal and conflict resolution skills. Track record of acting as the customer advocate and successfully resolving complex issues.

Strong analytical and critical thinking skills

Comfort working in a lean, dynamic, fast-paced, growing environment

Exceptional sense of judgment and ability to make quality and independent decisions under ambiguous situations

Strong influencing and partnering skills across all levels of the organization.

Work Environment and Physical Demands :

FLSA executive and professional positions paid on a salary basis, where project requirements and tight client deadlines may require workweeks over forty (40) hours (including weekends or holidays)

This role will work in an office setting, however, frequent visits to the production floor are required to oversee operations, ensure compliance and safety standards, and engage staff.

Mobility : Ability to move around the manufacturing plant, including walking, standing, and climbing stairs.

Manual Dexterity : Occasional use of hands to handle or feel objects, tools, or controls.

Lifting : Ability to lift and carry items up to twenty-five (25) pounds. All lifting should be done following OSHA standards.

Visual and Auditory Requirements : Must be able to see and hear well enough to navigate the plant safely and communicate effectively with team members.

Additional Information :

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Duties may be adjusted to accommodate qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA).

This job description does not constitute a contract of employment and does not change the at-will nature of the employment relationship.

We are an Equal Opportunity Employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected characteristic.

Employment is contingent upon the successful completion of all pre-employment requirements, including a background check and pre-employment drug screening, in accordance with applicable law.

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Customer • Santa Monica, CA, US