Team Leadership: Build and lead a regional Customer Success team across the Americas, setting clear goals, providing coaching and fostering a culture of operational excellence and collaboration across Presales Engineers, Support Engineers, Professional Services, and Demo & Exhibitions functions.
Customer Strategy: Develop and execute a regional customer success strategy aligned with global objectives, focusing on customer satisfaction, retention, expansion, and consistently excellent operational delivery.
Cross-Functional Collaboration: Partner with Sales to ensure smooth handoffs, with Product teams to relay customer feedback, and with Support for issue resolution. Represent Riedel at industry events across the Americas.
Operational Excellence & Insights: Own regional operating rhythms, service levels, and process discipline. Track key operational performance indicators (KPIs) and customer satisfaction indicators such as Net Promoter Score (NPS) and Customer Effort Score (CES). Use data analytics to drive continuous improvement, capacity planning, and report insights to senior leadership.
Crisis Management: Lead escalations and turn challenges into success stories, maintaining Riedel's reputation for reliability and operational excellence in high-stakes environments.
Regular travel (30-40%) across the Americas for customer visits, trade shows, and team meetings
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