182 applicants
Waters Corporation · 5 days ago
Global Director of Customer Success
USA
Full-time
Onsite
Director
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Responsibilities
Develop and nurture strong relationships with key customers to understand their business goals, challenges, and needs.
Serve as the primary point of contact for regional partners, ensuring a seamless experience and timely resolution of any issues.
Providing technical support, troubleshooting issues, and optimizing product usage for customers
Act as subject matter experts, providing insights and recommendations to enhance product functionality and performance.
Proactively identify and address factors contributing to customer churn.
Implement strategies to increase customer satisfaction and loyalty, ultimately reducing churn rates.
Collaborate with cross-functional teams to implement solutions and initiatives aimed at retaining customers.
Establish a robust feedback loop to gather insights from customers regarding their experiences with our products and services.
Analyze customer feedback and data to identify trends, pain points, and areas for improvement.
Work closely with the global product marketing teams to translate customer feedback into actionable initiatives and enhancements.
Develop and monitor key performance indicators (KPIs) to track product performance, customer satisfaction, and retention rates.
Utilize data-driven insights to identify opportunities for optimization and improvement.
Regularly report on performance metrics and provide recommendations for enhancing customer success strategies.
Work in collaboration with the “Growth Room" to prioritize and action key requests from regional partners, ensuring alignment with overall business objectives and customer success initiatives.
Collaborate with cross-functional teams to develop go-to-market strategies and sales enablement materials.
Identify opportunities for upselling and cross-selling additional products or services to existing customers.
Collaborate with regional sales and global marketing teams to develop targeted strategies for account expansion and revenue growth.
Provide guidance and support to customers in leveraging additional offerings to meet their evolving needs.
Lead and manage a team of 4 individuals with diverse skill sets, including application scientists, customer needs and personas development specialists, and a commercialization portfolio lead.
Delegate responsibilities effectively, leveraging team members' strengths to drive customer success initiatives.
Provide ongoing coaching and development opportunities to enhance team performance.
Maintain the effectiveness of the Quality and Environmental system at the sites via adherence to applicable policies and procedures.
Complete Quality and Environmental System related actions in a timely manner according to procedures e.g. CAPA, NCR
Adhere to Environmental, Health and Safety policies and procedures.
Qualification
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Required
Bachelor's degree in business, marketing, or a related field; MBA or equivalent experience preferable.
Proven track record of success in a customer-facing role, preferably in a life sciences technology-driven environment.
Strong communication and interpersonal skills, with the ability to build rapport and trust with diverse stakeholders.
Analytical mindset with the ability to interpret data and derive actionable insights.
Experience developing and implementing customer success strategies and initiatives.
Demonstrated ability to collaborate effectively across cross-functional teams.
Results-oriented with a focus on driving customer satisfaction and retention.
Company
Waters Corporation
Waters Corporation creates business advantages for laboratory-dependent organizations by delivering ultra performance liquid chromatography.
Founded in 1905
5,001-10,000 employees
H1B Sponsorship
Waters Corporation has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Trends of Total Sponsorships
2023 (10)
2022 (24)
2021 (21)
2020 (22)
Funding
Current Stage
Public CompanyTotal Funding
$6MKey Investors
IDA Ireland
2022-10-07Grant· $6M
1995-11-24IPO· nyse:WAT
1994-08-01Private Equity· Undisclosed
Leadership Team
Udit Batra
President & Chief Executive Officer
Recent News
2024-05-13
2024-05-07
2024-04-25
Company data provided by crunchbase
