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SCIEX · 5 months ago

Vice President, Head of Customer Success AI

United States

Full-time

Remote

Director/Executive

15+ years exp

SCIEX, a part of Danaher Corporation, is seeking a Vice President, Head of Customer Success AI to lead the modernization of customer engagement and service delivery through AI technologies. The role involves defining strategies, managing resources, and fostering collaboration across teams to enhance commercial effectiveness and drive business transformation.

BiotechnologyManufacturingMedical DeviceProduct Design

Responsibilities

Define and execute an AI-centric strategy to modernize customer engagement, service delivery, and commercial effectiveness. This includes sales and marketing, remote and onsite customer support, predictive maintenance and device analytics, and related areas

Develop and implement a cohesive and scalable strategy for Commercial and Service across Danaher with a Hub & Spoke approach, centralizing shared components and decentralizing specialized requirements at Groups and Operating Companies

Build and drive the vision for bringing modern technology such as machine learning, generative AI, and agentic workflows into existing functions, inform the technical requirements and roadmap to fully leverage those technologies. Stay abreast of the rapidly developing technology landscape, inform build vs buy vs partner decisions, and help Danaher to stay in a leading position for using modern technology for business success

Drive alignment in a complex, multi-stakeholder environment with differing priorities – including across stakeholders in commercial functions and service functions and business leaders at Operating Companies, to participate in this transformation towards the global optimum for Danaher

Manage Danaher's investments of talent, capital, and other resources to maximize the ROI of this initiative across Danaher. Build and refine KPI and ROI frameworks to forecast impact, track progress, and make data-driven decisions about strategy changes and project portfolio rebalancing – including the balance of incremental changes versus high-risk transformational bets

Drive cross-functional collaboration to eliminate silos and foster a culture of shared success. Manage change and organizational adoption of data and technology towards long-term sustained success

Work with peers in the AI function and beyond in a highly collaborative way to share technology, learnings, and data across adjacent areas and leverage synergies

Qualification

Machine LearningAIBusiness TransformationData-Driven Decision MakingStakeholder AlignmentExecutive PresenceChange ManagementCommunication SkillsNegotiation Skills

Required

Advanced degree in a relevant area (e.g. Physics, Applied Math, Computer Science, Machine Learning, Biological Sciences) or educational background in Strategy, Economics, etc. and demonstrated experience successfully applying this in the high-tech/digital domain

15+ years of experience in technology-driven service and commercial operations, business process optimization, and similar areas

Outstanding technical understanding of machine learning, AI, generative AI, and proven ability to bring those technologies to business impact

Experience driving business transformation and organizational change through data and technology

Outstanding communication and negotiation ability, including to influence and align multiple stakeholders

Strong executive presence, and excellent ability to communicate horizontally across disciplines and vertically both with technical individual contributors as well as Executives, ability to reduce ambiguity effectively and arrive at high clarity on product goals and project roadmaps with stakeholder alignment