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Director, Customer Success - Europe

PCH International


2 weeks ago

Job type: Full-time

Hiring from: Europe Only

Category: Customer Service


At PCH, we encourage you to be you.
 
What sets PCH apart is our people. We celebrate and value the unique voice each person brings to PCH. We are committed to strengthening our teams by creating opportunity and developing careers with people of different backgrounds, including race, religion, culture, ability, identity, orientation, gender, age, experience, perspective and more. Be you and be part of our team.
 
With an impressive customer roster, we are growing our team. We are looking to recruit talented, passionate and driven individuals to our exceptional team in San Francisco. Our Innovation Hub is home to our product design engineering and development team, including mechanical, electrical and firmware engineers, program managers and operational staff. Partnering with our manufacturing and supply chain colleagues in Shenzhen, we work together to guide products from concept to the consumer out-of-box experience.
 
 
Who are we?
 
The PCH team is creative, collaborative and out of the ordinary. We take pride in our work and we have a lot of fun along the way! As an employer, we offer:
 
- An exceptional team environment where we are passionate about our work and value our colleagues
- A commitment to your personal and professional growth
- A healthy work-life balance in a positive, open and inclusive work environment
- Competitive compensation, comprehensive life benefits, and parental leave options
- The opportunity to travel for project exchanges, collaborations and transitions
- Monthly barbecues, regular after-work outings, and engaging in-house activities to foster relationships across disciplines and departments
- Weekly lunches and a well-stocked kitchen to fuel your creative energy
- An in-house state-of-the-art prototyping lab
 
What sets PCH apart is our people. We celebrate and value the unique voice  each person brings to PCH. We are committed to strengthening our teams by creating opportunity and developing careers with people of different backgrounds, including race, religion, culture, ability, identity, orientation, gender, age, experience, perspective and more. Be you and be part of our team. 
 
Does this sound like the place for you? Please read through the job description carefully and submit all requested application materials. We have openings at various levels of expertise and invite you to apply to the posting that most closely matches your experience level. We are thrilled to be growing our team and can't wait to meet you! 
 
PCH’s  Customer Success team is accountable for the health and organic growth of our global customer base, partnering with customers to help them achieve their business goals. They do this by recognizing that success is a product of relationship management, situational understanding, process effectiveness and efficiency, embeddedness and value. They aspire to be trusted allies, internally and externally.
 
As a Senior Leader within Customer Success, you are required to immerse yourself in the understanding and execution of the strategy and goals of our customers and PCH. You are accountable for finding a pareto efficiency for best-in-class financial and operational performance for both the customer(s) and PCH. Your supply chain acumen, ability to inspire and lead cross-functional global teams as well as direct reports in China, Ireland and the United States is highly valued. You will be comfortable leading in a results & performance-oriented culture. You are a strong leader & developer of talent with a passion for helping your peers and colleagues succeed.
 
 
Responsibilities
 
·        You will lead a team across all functions of the end-to-end supply chain and operating in 3 global offices
·        You will drive monthly, quarterly and annual execution of KPIs and operating plans
·        You will build each reporting organization through strong mentorship and talent development while identifying key opportunities for growth, investment, and up-leveling.
·        You will develop effective customer success programs to ensure successful on-boarding, adoption, retention, renewal and expansion for our customers.
·        You will  understand and evaluate your customers’ entire E2E business model and operations, identifying risks to their overall business and developing opportunities to solve their issues and deepen their strategic partnership with PCH.
·        You will develop operational execution plans to deliver on your customer strategies, articulating required investments, time to implementation and resulting business deliverables (revenue, margin, inventory, etc).
·        You will partner with internal PCH resources to ensure alignment to your developed strategies and support for timely and effective implementation to deliver committed returns on investment.
·        You will define and drive the ideal customer experience in close partnership with senior leadership and cross functional collaboration across departments
·        You will build a proactive, ROI-focused organization driving high retention rates while influencing cross-sell and up-sell opportunities
·        You will increase overall customer lifetime value through higher product adoption, customer NPS and overall health scores
·        You will evolve and deliver onboarding, sales and product training, content development and performance management for Customer Success
·        You will monitor the strategies and processes across the revenue cycle including customer acquisition, engagement, retention and success, including a close connection to product cycles
·        You will travel to each office regularly to maintain strong relationships and executive presence
·        You will be open to, embrace, share and learn from failure. You will drive root cause and corrective action, and aspire to not repeat.
·        You will effectively partner with FP&A and Business Operations to drive annual planning, monthly forecasting, and strategies for revenue growth
·        You will have accountability for the P&L of your customer(s).  You will be required to manage a balanced scorecard ensuring your customer(s), PCH’s and our partners’ success.
·        You will serve as and elevate the voice of the customer with the product roadmap and other key functional areas.
 
 
 
 
 
 
 
 
 
 
Requirements
 
·        15+ years’ experience in leadership roles in supply chain, operations & customer-facing organizations, especially in a Customer Success or Account Management role
·        Demonstrated experience in collaboration and partnership
·        Experience in supply/demand planning, procurement & strategic sourcing, Lean, manufacturing, forward & reverse logistics, customer experience, quality, test, process and tooling engineering.
·        Leadership in new product introduction, sustaining production, quality, delivery, inventory and cost management disciplines
·        Familiarity with organizational design and development
·        Managed P&L’s of $200M+
·        Experience in an Enterprise B2B SaaS company or tech startup is a plus
·        Ability to manage influence through persuasion, negotiation, and consensus building
·        Strong empathy for customers and passion for revenue and growth
·        Analytical and process-oriented mindset
·        Deep understanding of value drivers in recurring revenue business models
·        Enthusiastic and creative leader with the ability to inspire others
·        The ability to both set a vision and execute on a strategy, and roll up your sleeves and get in the weeds when necessary
·        Resourceful, with a strong work ethic; a hands-on, self-starter who acts with initiative, passion, enthusiasm and a positive attitude.
·        Demonstrated desire for continuous learning and improvement
·        Enthusiastic and creative leader with the ability to inspire and build capacity others
·        Excellent communication and presentation skills with professionals with varying experience, from project managers to executives
·        Bachelor’s degree or equivalent experience; MBA a plus
 
If it can be imagined, it can be made.
 
At PCH, we push past the normal standards of customer satisfaction, engineering and manufacturing ingenuity, and what it means to be a collaborative team.
 
We partner with innovative Fortune 500 companies and startups that are passionate about design, brand, and the consumer experience. We help guide product development through all phases of the product journey -- from concept and design engineering, manufacturing, pack out and fulfillment, to supply chain and inventory management. Hardware development is fast-paced and rewarding. At PCH we are proud to celebrate our successes as a team.
 
If you are an imaginative, thoughtful, and open-minded innovator, we'd love to meet you. 

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: Europe Only.

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