What are the responsibilities and job description for the Director of Customer Service & Success position at KI USA?
KI USA is seeking a Director of Customer Service / Customer Success to lead the company’s efforts in strengthening and expanding relationships with existing customers. This leadership role will focus on account management, after-sales support, and long-term customer satisfaction across the organization’s automotive and manufacturing client base.
The Director will work closely with operations, sales, and executive leadership to ensure customers receive exceptional service and that KI USA remains a trusted long-term partner.
This role will focus on maximizing value from existing accounts while driving continuous improvement in customer experience and service processes.
Key Responsibilities
- Lead the customer service and customer success function, ensuring exceptional support for key accounts.
- Serve as the primary executive contact for major customers, maintaining strong relationships with senior stakeholders.
- Develop and implement strategies to strengthen and expand existing customer relationships.
- Ensure seamless coordination between customers, sales, engineering, and operations teams.
- Manage after-sales support, issue resolution, and service delivery to ensure customer satisfaction.
- Monitor account performance and identify opportunities for account growth and additional services.
- Implement systems and processes to improve customer communication, service response, and operational efficiency.
- Provide leadership and mentorship to the customer service team.
- Track key performance metrics related to customer satisfaction, retention, and service quality.
- Report customer insights and strategic opportunities to executive leadership.
Qualifications
- Experience in customer service leadership, account management, or customer success within a manufacturing or industrial environment.
- Strong relationship management skills with the ability to build trust with key customer stakeholders.
- Demonstrated ability to manage large accounts and long-term customer partnerships.
- Experience coordinating across cross-functional teams such as operations, engineering, and sales.
- Excellent communication, problem-solving, and organizational skills.
- Ability to manage multiple priorities in a fast-paced manufacturing environment.
Preferred Experience
- Automotive manufacturing or industrial products environment.
- Experience supporting OEM or Tier 1 customers.
- Experience managing customer programs within a manufacturing supply chain.