Executive Director, Customer Success – North Hemisphere

🔥 8 minutes ago

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Vontier

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🚘 Automotive

⚡ Energy

🔧 Hardware

Automotive • Energy • Hardware

Vontier is a mobility technology company that powers convenience stores, fleet operators and auto repair shops with a broad portfolio of fueling and repair solutions. Its businesses include legacy and next-generation fueling equipment (Gilbarco Veeder-Root), EV charging and energy management (Driivz), alternative fuel refueling systems (ANGI), car wash technology (DRB), POS, payment and site automation (Invenco), and professional automotive tools and diagnostics (Matco Tools). Vontier provides connected hardware and software, multi-energy fueling platforms (traditional fuels, EV, CNG, RNG, hydrogen), data and analytics, and services to support customers' decarbonization and operational needs.

📋 Description

• Responsible for developing and implementing a comprehensive regional Customer Success vision and strategy aligned with Teletrac Navman’s goals. • Foster a customer-centric culture that values feedback, continuous improvement, and innovation. • Support building the Customer Success team, developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner. • Create an optimized & data-led model of the customer journey, make sure all internal stakeholders are aligned. • Work with operational specialists to ensure customer data is correct and that everyone uses the same data sets. • Implement processes to capture customer feedback, including surveys, reviews, and direct interactions, with a strong focus on solutions. • Increase product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics. • Collaborate with sales and marketing to create and optimize the upsell and cross-sell strategies. • Establishing metrics to measure the effectiveness of customer engagement initiatives in the market. • Preparing regular reports on customer engagement performance, customer growth metrics, highlighting successes and areas for improvement.

🎯 Requirements

• Proven experience (typically 7+ years) in customer engagement, customer success, enterprise sales or related roles. • Strong understanding of customer experience management and customer relationship-building strategies. • Proven track record in customer success, including building the processes and systems to be successful. • Strong knowledge of customer success tools and methodologies. • Advanced business experience and ability to create strategies, guidelines, and objectives, and implement them while driving business growth and creating data-driven reports. • Analytical mindset with the ability to interpret data and derive actionable insights. • Deep understanding of software businesses, with knowledge of both the subscription and renewal models. • Experience managing a team in Mexico and/or the UK a strong plus. • Excellent communication - both verbal and written, including the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward. • Business development knowledge and experience growing a business a plus.

🏖️ Benefits

• premium suite of health and wellness programs for you and your family • medical, dental, vision, disability and life insurance • support for family planning from Maven Clinic • 'to managing diabetes like Livongo • coverage for women's health • support for adult and elder care • paid parental leave • generous 401(k) plan with matching company contributions • paid time off up to 120 hours • 13 paid holidays (including 3 floating holidays) per year • paid sick leave