Head of Customer Success & Digital Support

Can you help us ensure outstanding customer support?

Join our Industry division as Head of Customer Success and Digital Support and become responsible for managing a highly competent team consisting of Customer Success Managers, Reliability Success Managers, and Digital Support Managers. Together, you will ensure excellent customer support and value from our products and services.

What is the job about?

With an action-oriented approach, you will be responsible for building, optimizing, scaling, and leading a high-performing, globally based team that drives the adoption, customer outcomes, and growth for our digital offerings. You will develop and execute strategies to drive customer satisfaction, retention, and growth.

Your main responsibilities:

• Implement a customer-first approach throughout the organization and demonstrate the business value of Customer Success and Digital Support.

• Deploy division and department strategic initiatives to promote the digital agenda and support the digital integration across teams and functions.

• Set clear goals and performance metrics and provide regular feedback and performance evaluations.

• Foster collaboration with Sales, Key Account, Solution and Marketing, Digital & Subscription Excellence, Service Delivery, and Supply Chain teams to ensure a seamless customer experience.

• Gather customer feedback, identify areas for improvement, and develop action plans.

• Utilize data and metrics to track and report on customer success and support key performance indicators.

Your background

We imagine you as being a persistent and agile manager, who is not afraid to take accountability.

Furthermore, you have:

• Experience working as a Customer Success Manager or leading a customer success department with proven performance records.

• Master's- or bachelor's degree in business or engineering or commensurate experience preferred.

• Experience with digital, IoT, or a SaaS, services business or start-up, and scale-up environment.

• Experience in driving technology and digital transformation programs with a continuous improvement mindset.

• Fluent in English written and verbally.

• Project management certifications such as PM certification is advantageous.

• Willingness to travel when required.

What’s in it for you?

You’ll be an invaluable part of our global leadership team, a diverse network of pioneers guiding others in seeing possibilities, not problems. You’ll be instrumental in spreading our optimistic, can-do attitude to advance global innovation and a clear sense of purpose, embodying our six core values, guiding our colleagues in living them day by day, and making a difference in global projects. We support you in navigating your own career and development path, offering you tools to hone your leadership craft, both within your field and to broaden your interest or expertise in areas such as diversity & inclusion, coaching and culture.

In addition, your day-to-day benefits include:

• Diverse, inclusive environment with employee-led forums offering colleagues a safe place to connect and share openly.

• Flexible working hours and up to 3 days’ additional paid leave for volunteering.

• Annual bonuses, health insurance, parental support, internal well-being consultants and programs.

• Access to the modern Grundfos Academy to pursue further both personal and professional development.

Do you want to learn more?

If you have questions or would like to know more about this position, please contact Senior Director, IND Sales & Aftermarket Transformation, Thomas Koldbæk on +45 23355007.

If this job sounds appealing, please send your resume by clicking “Apply”.

To dig deeper into the Grundfos universe, follow us on LinkedIn or Youtube, and to get to know some of your future colleagues and why they love working at Grundfos, check out Meet our people

We look forward to hearing from you.