Sales Customer Care Vice President

Make your mark at the world's largest HVAC company

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Daikin Applied is seeking aVice President Customer Success whose core mission is to deliver innovative solutions and an unrivaled customer experience every day. The Vice President of Customer Success is responsible and accountable for best-in-class customer service delivery to our customers across all vertical markets serving as the champion of the customer voice. This role will lead the strategy and a customer success organization while partnering with internal teams to implement processes and deliver cross-functional excellence, and for driving customer retention and oversees and sets long-term strategy and vision for the Customer Success department. Come be a part of an exciting journey at Daikin Applied, where innovation and excellence drive our every endeavor!

Location: Plymouth, MN, Hybrid

What you will do:

Strategic Planning & Execution:

• Develops and drives a comprehensive customer success strategy, in alignment with the business, to improve satisfaction, increase retention, and drive revenue growth. This includes defining the Daikin Applied's vision for customer success and aligning its goals with broader business objectives
• Develops scorecard and long-term goal planning (Fusion 30)
• Develops and defines a customer communication and contact strategy
• Creates playbooks for customer success
• Customer Success Transformational Leadership
• Builds and provides leadership and executive oversight of Customer Success Organization ensuring we deliver an unrivaled customer experience
• Standardizes best in class processes and drive consistency in handling customer inquiries, complaints, claims, and escalations
• Ensures effective utilization of systems to support data-driven decisions and improve the customer experience
• Ensures goals and metrics are clear and provides organizational updates to the executive level
• Creates change and communication plans in support of the customer success organizational transformation
• Resolves customer challenges and concerns in a timely manner
• Leverages processes and technology to improve efficiency, effectiveness, and customer experience
• Develops and tracks key performance indicators (KPIs) to measure the effectiveness of the customer success team including customer satisfaction
• Analyzes performance data to identify trends and opportunities for improvement
• Implements data-driven solutions to enhance customer success outcomes
• Uses data analytics to identify trends, root causes, and opportunities for process improvement
• Leads continuous improvement initiatives that reduce friction points in the post-sale experience and increase customer trust

Cross-Functional Collaboration:

• Promotes a customer-centric culture by collaborating with other departments (Engineering, Quality, TRC, Warranty, Parts, Manufacturing, Sales) to create seamless customer experiences
• Aligns cross-functional teams, breaking down silos, to ensure customer success is integrated into all business functions, from sales and marketing to product and engineering
• Leads company-wide customer success initiatives by partnering with executives and ensuring effective handoffs between departments
• Champions customer needs across the organization and fosters collaboration to prioritize customer-centric decision-making
• Fosters a culture of customer centricity across business units by embedding customer success principles into daily operations
• Collaborates with Engineering, quality, and Service leaders to provide customer insights that inform product improvement and service design
• Partners with digital to systemize customer support and improve data and reporting options to better serve our customers

People Leadership:

• Leads, mentors, and motivates the customer success team, fostering a culture of high performance and continuous improvement
• Recruits and onboards top talent, building a high-performing team capable of exceeding customer expectations and business goals
• Provides ongoing coaching and professional development to team members, empowering them to grow in their roles
• Establishes clear performance goals and expectations, ensuring accountability and alignment with company objectives
• Promotes a collaborative and inclusive team environment that encourages knowledge sharing and innovation

What's in it for you:

• The ability to make an impact and shape your career with a company that is passionate about growth
• The support of an organization that believes it is vital to include and engage diverse people, perspectives, and ideas to achieve our best

Minimum Qualifications:

• 4 year Bachelor's degree
• 15 years related experience in Customer Success, Service, or related functions, with proven success in driving customer satisfaction and loyalty
• 12 + years of people leadership experience
• Strong background in building & scaling a customer success organization from the ground up
• Demonstrated ability to optimize customer lifecycle processes within established systems and policies
• Skilled in resolving complex customer challenges with fairness, creativity, and diplomacy
• Excellent cross-functional leadership skills with the ability to influence peers and executives
• Strong business acumen, with the ability to translate customer insights into actionable business strategies
• Strong relationship skills and ability to work cross-functionally and be customer facing
• Ability to analyze data and use that to drive decisions
• Strong communication and customer service skills
• Work visa sponsorship is not available for this position

Preferred Qualifications:

• MBA and/or Certification in CES coursework

Benefits:

• Daikin Applied offers the following benefits for this position, subject to applicable eligibility requirements:
• Multiple medical insurance plan options + dental and vision insurance
• 401K retirement plan with employer contributions matching 100% of the first 3% of employee contributions and 50% on the next 2% of employee contributions
• Company provided life insurance + optional employee paid voluntary life insurance, dependent life coverage and voluntary accident coverage
• Short term and long-term disability
• 3 weeks of paid time off for new employees + 11 company paid holidays
• Vacation accrues on a monthly basis, unless applicable federal, state and local law requires a faster accrual
• Paid sick time in accordance of the federal, state and local law
• Paid parental leave and tuition reimbursement after 6 months of continuous service

The typical annual base salary for this position ranges from$181,600K- $320,300K + up to 40% bonus in MN. The range displayed represents the pay range for all positions in the job grade which this position falls. Individual base pay will depend on a wide range of factors including your skills, qualifications, experience, and location.

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