Director of Customer Success

Job Description:

Brooks Instrument (www.brooksinstrument.com), an industry leader in flow and pressure instrumentation for critical applications, is seeking candidates for a Director of Customer Success - Semiconductor Business Unit positions that will be based at the company headquarters in Hatfield, Pennsylvania (suburban Philadelphia). The company has manufacturing locations in Pennsylvania, Hungary, Malaysia and Korea, and also maintains sales and service offices throughout the world. Our high-tech products are used in laboratory and process applications in end markets such as: oil & gas, petrochemical, medical devices, waste water, life sciences, and analytical instruments. 

Brooks is a division of ITW (Illinois Tool Works), a fortune 200 company. ITW is one of the world’s leading diversified manufacturers of specialized industrial equipment, consumables, and related service businesses. The company has operations in 56 countries and employs over 50,000 employees. These talented employees, many of whom have specialized engineering or scientific expertise, contribute to ITW’s global leadership in innovation. The company is proud of its broad portfolio of nearly 10,000 active patents, and is focused on fully leveraging its highly differentiated business model to deliver solid growth with consistent best-in-class margins and return on capital.

Basic Function

Reporting to the Semiconductor Business VP/GM, the Director of Customer Success is responsible for developing and leading the factory based customer-facing teams to deliver exceptional service and support to global customers and sales channel partners.  This fast-paced role is multifaceted, involving direct engagement with customers, sales channel partners, and the internal functional colleagues to oversee the seamless integration of our services in support of meeting our customers’ needs.  A primary focus will be to drive customer satisfaction initiatives using customer feedback, performance metrics, and market insights.  In conjunction with being the principal point of contact for guidance and escalations, a key deliverable will be to develop and implement training programs, tools, and processes that enhance team effectiveness and customer outcomes.  Further, this will require championing a culture of continuous improvement, accountability, and customer-centricity; it will be essential to coach, mentor, and develop team members to support professional growth and organizational success.

Essential Duties & Responsibilities

Customer Service Operations

• Directly oversee U.S. based Semiconductor order management teams and provide indirect functional leadership to global order management teams to drive consistency, best practices, and process alignment.

• Serve as the executive sponsor for high-value clients who will step in to resolve critical, high-level customer escalations. 

• Oversee and drive the change management process with customers as we work through business critical product and manufacturing qualification and approval processes.

• Build long-term strategies to improve customer engagement, enhance brand adoption and allegiance, and drive growth.

• Build relationships with high-priority clients and establish themself as a key factory-based point person available to discuss and address issues.

• Working with Sales, manage customer escalations & coordinate cross-functional and cross geographical resources to ensure timely issue resolution.

• Collaborate closely with Sales and Key Account Management to ensure seamless customer support and product delivery.

• Standardize & improve the customer onboarding experience to scale with the growth of the business.

• Identify opportunities to automate & optimize customer service systems, processes and workflows.

• Monitor and report on key operational performance metrics to include: order entry, order acknowledgment, workflow management, and order processing performance.

• Prepare and present customer service and operational performance reports to senior leadership.

• Establish & maintain standardized processes, procedures, and service level expectations across regions.

• Facilitate communication & coordination between Customers, Sales, Applications Engineering, Product Management, and Technical Services during product launches and critical projects.

• Provide guidance and communication support to global customer-facing technical support teams.

Business Systems & Process Excellence

• Serve as the business owner for Semi related customer-facing systems including CRM, CPQ, ERP, and related platforms.  (This includes post sales service related system support needs.)

• Manage the Brooks Instrument CPQ portal & ensure effective implementation of enhancements, upgrades, and issue resolution consistent with Semi customer and sales channel partner requirements.

• Develop and leverage a deep working level understanding our '80' customers' systems, tools, and processes (i.e. their order portals) to enhance ease of doing business and improve the overall customer experience.

• Coordinate cross-functional efforts involving IT, Sales, Product Management, and Operations to improve business systems and user experience.

• Develop and maintain documentation, training materials, and governance processes related to CPQ configuration and usage.

• Ensure data integrity across business systems and segments through ongoing validation, maintenance, and continuous improvement initiatives.

• Standardizing, improving, and enforcing the pre-sales to post-sales handoff process.

• Identify and implement technology solutions that improve operational efficiency, scalability, and customer satisfaction.

Success Measures

This role will be responsible for and be held accountable for protecting customer relationships, ensuring a high degree of customer satisfaction with Brooks Instrument products and service, and for making sure that escalation knowledge and customer commitments are reliably managed across the team.  This will be monitored via:

• Customer Satisfaction Scorecard

• Order Management Performance / KPI’s

• CPQ/CRM/ERP System Performance and Adoption

• Process Standardization and Automation

• Team Engagement and Development

Education and Experience

• Bachelor's degree in a technical, marketing, or business-related field of study is required

• An MBA or advanced degree in a technical or related field of study is preferred

• Minimum of 7 years of customer-facing experience, with at least 5 years in a managerial capacity

• Ideally will have worked in a Semiconductor related company with a multi-national exposure, ideally with OEM specific focus is highly desirable.

• Demonstrated experience in leading and developing high-performing support teams, with a focus on fostering a collaborative, customer-centric culture and driving continuous improvement

• Proven record of mentoring & coaching technical support staff, including goal-setting, performance management, and professional development, to enhance team capabilities and service levels

• Strong leadership skills with the ability to motivate and inspire teams, especially in fast-paced and dynamic environments, while ensuring accountability and adherence to service standards

• Exceptional team-building and interpersonal skills, with a focus on building trust, promoting open communication, and creating an inclusive environment that supports growth and engagement

• Strong project management skills, enabling you to effectively plan, organize, and execute multiple projects simultaneously while maintaining a strong attention to detail

• A self-starter who thrives in an ambiguous, fast-paced, and deadline-oriented startup environment

• A results-oriented mindset, with a proven track record of driving revenue growth, ensuring customer satisfaction, promoting feature adoption, and maximizing customer retention

• A self-motivated, proactive, and innovative leader who consistently strives to inspire customer loyalty

• Excellent interpersonal and customer relations skills, particularly when it comes to building and nurturing strategic relationships

• A clear and concise verbal & written communicator, capable of conveying complex information effectively

• Proficiency in leading both professional meetings with customers and internal stakeholders, demonstrating confidence and expertise

• Ability to work autonomously, tackling even the most intricate challenges, and successfully completing tasks that may lack comprehensive documentation

The opportunity to join a well established (80 years in business) yet dynamically changing organization that works together as a team to meet the challenges of satisfying customers’ needs and managing rapid growth to better compete in a global marketplace.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.