Job description

About the Job

Come join our extraordinary team as a passionate Customer Success leader to optimize all aspects of the customer experience! This individual will focus on iterating and improving our current processes and supervising key performance metrics to ensure outstanding customer engagement and satisfaction. This role requires a leader who can operate as a player/coach, works well with performance-focused customers, and remains committed to providing customized, creative solutions. The Director of Customer Success is responsible for ensuring customer loyalty by meeting regularly with customers, communicating platform improvements, and helping their team's clients realize the total value of Fluke Health Solutions.

Responsibilities

Lead and scale the Customer Success team as they engage with customers, establish relationships, drive adoption & growth, and cultivate enduring, successful customer partnerships.

Optimize customer engagement, retention, and account growth across the entire customer journey.

Support and develop talent within the team; manage employees' growth and career trajectories, build paths and supporting programs for advancement.

Drive enhanced scale and depth of team by continuously building or improving upon efficiency, programs and removing internal or external blockers.

Build strong relationships with internal teams, including Sales, Operations, and Product, working multi-functionally to surface customer issue trends to crucial team members, cultivating a collaborative environment of success enablement.

Understand market conditions and industry standard methodologies and apply them to philosophies and processes, presenting recommendations to ensure compliance and maintain the company's position against competitors.

Inform leadership at the highest levels about the client portfolio, status, and resource planning.

Develop and implement new methodologies, processes, and procedures to support customer satisfaction goals.

Become knowledgeable in Fluke Health solutions' features, benefits, and applications and effectively communicate customer requirements to the product teams.

Travel requirements up to 30% annually, dependent on staffing / Client requirements. It can go up sometimes depending on Customer expectations and situations.

Requirements

Bachelor's Degree or equivalent Degree or related work experience.

Solid background in leading and scaling successful customer-facing organizations.

People management experience; player-coach mentality, and a passion for team building.

An understanding of the Enterprise market and its customer characteristics; Healthcare or Health Tech experience appreciated, but not required.

Strong PowerPoint skills with the ability to tell a customer's value story.

Preferred Skills & Experience

Master's Degree Preferably a Master of Business Administration.

Experience and familiarity with Radiation Safety and Radiation Monitoring.

Experience with Oracle, Salesforce, and Microsoft Dynamics.

Experience as a ZenDesk Administration.

Behavioral Attributes

A well-developed interpersonal style and exceptional influencing skills, with a demonstrable ability to maintain strong relationships across all levels in the business.

Outstanding verbal, visual, and written communication skills.

Passion for customers, appreciation of customer perspective, and ability to advocate on their behalf.

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.

Ready to move your career forward? Find out more at careers.fortive.com .
Fluke Health Solutions (FHS) , an operating company of Fortive , is comprised of 3 industry leaders – LANDAUER , Fluke Biomedical , Victoreen , and RaySafe . We lead the biomedical and radiation detection markets with innovative products and services to keep customers, patients, and clients safe. Our portfolio of products includes software, biomedical test equipment, radiation measurement and radiation detection.

The Fluke Health Solutions vision is to empower our everyday heroes to focus only on protecting lives.

How We Work

Though we’re spread across operating companies, teams, and time zones, the Fortive culture is a powerful unifying force. It’s a commitment to continuous improvement and striving for better every day. It’s facing challenges head on, speaking your mind, and being yourself. It’s working together for a sustainable future . It’s celebrating wins and learning from failures as a team.
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 process should ask to speak with a Human Resources representative to request an accommodation.

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