Customer Success Manager

As a Customer Success Manager, you will lead a dynamic team dedicated to delivering exceptional customer experience. Your role is pivotal in ensuring our customers feel valued and heard. You will oversee daily operations, mentor and inspire your team, and implement innovative strategies to enhance customer satisfaction. Your enthusiasm and proactive approach will drive continuous improvement and foster a positive work environment. Join us at Hengstler Dynapar to make a meaningful impact and help shape the future of customer support! This role requires a strategic problem solver and an organized doer ensuring client needs are met

Key Responsibilities:

• Direct, mentor, and develop a high-performing customer support team while ensuring support and job satisfaction.
• Foster a team-centric culture that prioritizes customer satisfaction and continuous improvement.
• Develop and implement strategies to scale and adapt the customer service organization in response to changing business conditions and customer needs.
• Collect and communicate intelligent customer feedback to drive ongoing improvements.
• Deliver on defined Customer Service KPIs
• Monitor and improve customer satisfaction levels through regular feedback and proactive issue resolution.
• Develop and implement strategic plans to enhance customer service processes and organizational structure.
• Apply Fortive Business System (FBS) tools to address issues such as order cancellations, ticket response times, and order entry lead time.
• Act as a client advocate, ensuring customer preferences, usage information, satisfaction, and churn risk are communicated internally while keeping Hengstler Dynapar values and initiatives in mind
• Work daily on-site at the Elizabethtown, NC location to collaborate effectively with manufacturing, marketing and sales teams to set strategies for customer success.
• Monitor and manage requests on the help desk platform, responding quickly and efficiently to inbound support inquiries, prioritizing and escalating critical requests as necessary.
• Drive the adoption of new tools and platforms to improve customer and customer service representative experience.
• Create capacity within the Customer Service team by implementing automation via AI tools working with the Fort.
• Interview and onboard new employees.

Qualifications:

• Bachelor's degree in Business Administration, Management, or related field OR
• Minimum of 7 years of experience in one or more of the following areas: project management, operations management, product management, quality assurance, business analysis
• Experience in a manufacturing environment.
• Proven ability to apply FBS tools and methodologies.
• Strong process improvement awareness.
• Strong strategic thinking and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work on-site daily at the Elizabethtown, NC location.
• Ability to travel 2-4 times per year
• Experience in managing help desk platforms and prioritizing support inquiries.
• Strong analytical skills, with the ability to analyze data, apply statistical data summaries, create meaningful data visualizations, identify trends and anomalies, and communicate these to various audiences.
• Solid project management skills with ability to multitask and prioritize.
• Experience driving organizational change initiatives.
• Passion to build customer relationships, provide customer service, and empathetic conflict resolution skills.
• Commitment to Hengstler Dynapar and Fortive values and initiatives.

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 17,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About Hengstler

Hengstler is a leading European manufacturer of industrial components for counting and control applications. We supply customers from the most diverse industries, such as automation, mechanical engineering, medical technology and drive technology.For over 170 years we have been known worldwide for our many years of experience and competent service, broad application know-how and high flexibility resulting from a large number of product variants and solutions.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].

Bonus or Equity
This position is also eligible for bonus as part of the total compensation package.

Pay Range
The salary range for this position is 121500 - 225600