Job Description

Position Summary:

Customer Success is an integral part the Penske Digital Experience. They are the driving force behind ensuring the successful use, adoption, and retention of our products and services. Working with our customers, this team ensures we're building products that our customers love. The Director, Customer Success will oversee the development, maturing, and execution of our Customer Success Program.

In this role, this individual will work collaboratively with leaders and key stakeholders from various cross-functional teams and Business Units to manage and align others to our Customer Success Strategy.

This role will need to maintain a deep understanding of our customers and product lines. They will also focus on three primary functional areas:

Customer Success Strategy - Develop and implement the overall strategic vision for Customer Success. Contribute to and align with strategies from other business units (i.e., Sales, etc.).

Customer Success Enablement - Ensure that the Customer Success team has the right resources, tools, training, etc. to do their work consistently and effectively.

Customer Success Outcomes - Motivative, develop, and guide the Customer Success team to build relationships with customers and help them to achieve their business goals with our solutions.

We are seeking a thoughtful and engaged servant-leader. Someone who possess a high EQ and is passionate about leading and developing others. We need a Strategic thinker with problem-solving experience. Someone who is self-driven, and handles change well. This individual should also be comfortable working in areas that are gray or otherwise undefined while working to develop a path forward. This Leader should also possess strong business acumen and discretion.

Our office is nestled on the picturesque Green Hills campus of Penske Transportation Solution's corporate location in Reading, PA. The modern, open, and state of the art working space will make you feel like you are working for a tech startup nestled in Silicon Valley! We also offer flexible hybrid work options.

Major Responsibilities:

- Build, Develop, and Lead the Penske Customer Success team.

- Develop Customer Success Strategy & Vision.

- Develop customer adoption, retention, and expansion strategies.

- Customer Success Enablement

- Drive customer outcomes, product adoption, and customer experience.

- Lead cross-functionally to deliver customer success.

- Define and optimize customer journey.

- Operational Excellence

- Ensure the delivery of a legendary customer experience.

- Review and prioritize customer feedback.

- Identify product and service opportunities and gaps.

- Monitor KPIs and metrics for team performance and customer outcomes.

- Utilize data to make informed decisions and track strategic initiatives.

- Report out on team performance, goals, wins, and updates.

- Build and nurture relationships in the Sales Organization.

- Work closely with Sales leadership on strategic initiatives.

- Other duties/responsibilities as assigned by manager.

Qualifications

Qualifications:

- Bachelor's Degree required; Master's Degree preferred.

- 10+ years in leadership, business, customer service, marketing, IT, or related fields.

- 5+ years - team management and development.

- Experience in influencing and/or driving alignment with senior leadership on strategic initiatives.

- Demonstrated experience leading customer success, sales, or other service-oriented teams.

- Strong Leadership skills

- Strong Interpersonal Skills

- Excellent Communication Skills (i.e., written and verbal)

- Strong Presentation Skills

- Strong Business Acumen

- A Leader with proven ability to influence peers and executives, motivate direct reports.

- Aptitude and passion for Technology

- Strategic Planning

- Critical Thinking and Problem Solving

- Marketing and Sales Skills

- Regular, predictable, full attendance is an essential function of the job.

- Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required.

Physical Requirements:
• The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.
• While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and/or move up to 25lbs/12kg.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.