Sr. Manager, Customer Success - End User

Watlow - Phoenix, AZ

Full-time - Senior

Phoenix, AZ

Computer and Electronic Product Manufacturing

About the position

As a Senior Manager of Customer Success, End User, focused on the Semiconductor sector, you will play a pivotal role in shaping and executing initiatives that enhance the overall customer journey and satisfaction. This position is dedicated to a customer focus team (CFT) specific to our semiconductor business, overseeing all aspects of the customer experience, from collaborative planning and product support to fulfillment. Your primary goal will be to drive customer loyalty, retention, and advocacy, ensuring that our customers receive the highest level of service and support. In this role, you will collaborate with cross-functional teams to develop and implement strategies that prioritize customer needs while aligning with the company's overall objectives. You will lead team members aligned to the CFT in day-to-day actions that encompass customer service, demand and supply planning, production, product, and quality. Your leadership will be crucial in fostering a customer-centric culture within the organization, promoting customer empathy and understanding across all departments. You will analyze market trends, customer feedback, and competitive insights to identify opportunities for improvement, ensuring that the customer experience is continuously iterated and enhanced. By defining and aligning key performance indicators (KPIs) from customer scorecards, you will measure the effectiveness of customer experience initiatives and track progress over time. Additionally, you will champion the voice of the customer within the organization, advocating for necessary changes and improvements that enhance customer satisfaction.

Responsibilities

• Leads and manages directly aligned CFT for the semiconductor business.
• Analyzes market trends, customer feedback, and competitive insights to identify opportunities for improvement.
• Defines and aligns key performance indicators (KPIs) from customer scorecards to measure the effectiveness of customer experience initiatives and track progress over time.
• Identifies pain points and areas of friction in the customer journey and collaborates with relevant teams to address them.
• Leads the development of customer journey maps to understand and optimize every touchpoint across the customer lifecycle.
• Ensures consistency and continuity in the customer experience within the area of responsibility.
• Fosters a customer-centric culture by promoting customer empathy and understanding throughout the organization.
• Continuously iterates and improves upon customer experience initiatives based on feedback and performance metrics.
• Collaborates with marketing, sales, product development, and customer support teams to ensure a seamless and cohesive customer experience.
• Champions the voice of the customer within the organization, advocating for changes and improvements that enhance customer satisfaction.

Requirements

• A bachelor's degree is required, with a preference for an advanced degree (MS/MBA).
• 7+ years of leadership experience within a manufacturing environment.
• Strong analytical, problem-solving, and decision-making skills.

Nice-to-haves

• Proven track record of effectively navigating and managing customer service operations in a global capacity.
• Demonstrated ability to effectively lead and manage large teams in previous managerial or individual contributor roles, ensuring alignment with organizational objectives, optimizing productivity, and fostering a positive work culture.
• Understanding of effective matrix organizations.
• Leads from a position of influence versus authority.
• Experience working in a high-growth company is preferred.
• Experience working in distributive manufacturing, technology, or service industry is preferred.
• Customer Relationship Management excellence.
• Excellent communication and interpersonal skills.
• Familiarity with CRM systems, customer feedback platforms, and other relevant technologies.

Benefits

• Annual Achievement Award
• 401(k) plan that includes a company match on your contribution and an annual company contribution that is tied to company performance
• Onsite wellness clinic
• Wellness incentives
• Employee Personal Assistance Program
• Dental, medical, vision and short-term and long-term disability insurance
• Paid holidays, personal time, and vacation
• Parental leave
• Tuition reimbursement