Malvern Panalytical

Customer Services Director

Malvern Panalytical

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

Tech Stack

Swift

About the role

  • Lead and empower regional Customer Success teams to deliver world-class service performance, driving KPI achievement, operational excellence, and continuous improvement through effective use of tools such as Salesforce and SAP
  • Collaborate closely with Sales Directors to align installations, service delivery, and customer engagement strategies that support revenue growth and timely order intake
  • Champion customer satisfaction and escalation management, ensuring swift resolution of issues and proactive communication to maintain high NPS and customer loyalty
  • Act as the regional hub of communication, providing a single point of contact between Sales, Finance, Senior Management, and local service teams to align strategy, share insights, and drive innovation across regions
  • Ensure compliance and standardization of all Customer Success operations, processes, and Health & Safety initiatives, maintaining high standards across all service activities
  • Monitor and manage financial performance, including revenue realization, productivity, utilization, and installation timelines, to ensure operational efficiency and profitability
  • Foster a high-performing, engaged, and skilled workforce, supporting local managers with development plans, performance reviews, and cross-training to build a resilient and motivated Customer Success organization
  • Drive strategic alignment and best practice sharing across regions, contributing to global Customer Success strategies, reporting progress, and identifying opportunities for growth, efficiency, and continuous improvement

Requirements

  • 5–10 years’ leadership experience in Customer Service or Customer Success, managing multi-country operations and large, high-performing teams
  • Proven track record of driving customer satisfaction and NPS improvement, with a customer-first mindset and strong change management skills
  • Lean/Six Sigma expertise, applying continuous improvement principles to enhance efficiency and service quality
  • Strong commercial acumen, with solid understanding of budgets, pricing, margins, and after-sales business performance
  • Exceptional communicator and influencer, skilled at motivating teams, managing stakeholders, and implementing strategic initiatives
  • Technically adept and globally flexible, with experience using Salesforce or ServiceMax and the ability to travel as required.
Benefits
  • Competitive Salary + Bonus + Benefits + holiday (plus public holidays) + Pension Scheme, and more!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
LeanSix Sigmacustomer satisfactionNPS improvementchange managementbudget managementpricing strategymargins analysisafter-sales performanceoperational efficiency
Soft Skills
leadershipcommunicationinfluencingteam motivationstakeholder managementstrategic initiative implementationcross-trainingperformance reviewcustomer-first mindsetengagement