Brady Plus

The Regional Director of Customer Success will lead and be responsible for the company’s Customer Success operations, within a specific geographical region. You will work closely with your team, cross-functional teams and leadership to ensure high levels of customer satisfaction and to drive growth within your region.  Your role is to ensure Customer Success goals and standards are met and/or exceeded within your geographical region. 

Note: Selected candidate must have the ability to travel throughout West Region as needed. 

The Candidate can be located anywhere in the West Region. 

Responsibilities Include:

• Customer Success Management: Manage Area Managers and Customer Success Team members within the region.
• Performance Tracking and Reporting: Track and analyze goals and KPIs to ensure high levels of customer satisfaction. Prepare and present regional performance reports for leadership. 
  • Communicate New Customer Onboarding activities to the Region
  • Develop Quarterly Customer experience survey goals
  • Establish eCommerce growth goals
  • Increase order sizes
  • Telecom Metrics
  • Response Time Metrics
  • Engagement Representative Performance
  • Ensure monthly scorecard monitoring and provide guidance to Area Managers
• Problem Resolution: Address and resolve escalated Customer complaints that cannot be resolved by the Area Manager.
• Training and Development: Assess development needs and create training opportunities to support continuous learning and growth aligned with corporate initiatives.  
  • Implement and provide direction for executing training and development opportunities based on corporate initiatives and improvement
  • ERP New Hire and refresher training
  • Work with VP of Customer Success to implement Sales Strategy & Development training
  • Product training (Vendor or Internal Product Category Specialist)
• Compliance and Policies: Ensure that corporate policies and procedures are consistently implemented and executed.
  • Establish Area Manager goals
  • Work with Area Managers to establish team goals that align with company initiatives
  • Ensure consistent processes and messaging are followed among all teams
• Collaboration & Communication: Work closely with the VP of Customer Success, Regional VP, Regional Sales Leaders, and other departments to align best practices and ensure cohesive and efficient operations.
  • Create a regular cadence of communication with the RVP, Sales Leaders, and Operations Leaders regarding team performance 
  • Weekly or Bi-Weekly meetings with Area Team Managers 
  • Monthly meeting with Customer Success Team Members
  • Attend Sales Trainings and Meetings to stay up to date on the latest Sales initiatives
• Account Growth: Identify opportunities for upselling and cross-selling within your Region.   
  • Work with the sales team to drive account expansion and ensure customers are aware of additional features and services that could benefit them.
• Other Duties as Assigned

The ideal candidate will have:    

• At least 5 years of management experience in Customer Service, Sales Support, or Inside Sales. Preferably within a multi-location and regional environment.
• Excellent verbal and written communication skills that portray professionalism and strong interpersonal skills.
• Strong ability to lead and motivate a team.
• Ability to analyze data and provide actionable insights
• Demonstrated ability to manage multiple accounts, priorities and projects simultaneously.
• Proficiency with CRM software and customer success tools.
• Excellent time management and organizational skills.
• A collaborative and proactive nature with strong problem-solving skills.
• Flexible and adaptable to changing priorities in a fast-paced environment.
• Customer-centric with a focus on delivering exceptional service.
• Ability to physically sit at a desk for long periods, operate a computer, and listen/speak clearly on the phone and in-person.
• Ability to travel within assigned region.

Compensation & Benefits: 

BradyPLUS offers competitive compensation and a comprehensive benefits package to support the health and well-being of our associates and their families. Benefit offerings include medical, dental, vision, life and disability insurance, flexible spending accounts, Employee Assistance Programs (EAP), 401(k) Retirement and more. 

About BradyPLUS: 

BradyPLUS is a leading national distributor of solutions for JanSan, Foodservice and Industrial Packaging. We deliver the right SUPPLIES + SUPPORT to ensure businesses are more successful every day. We offer premium brands, expert advice, and exceptional customer experience. Our 6,000 associates across 180+ locations have a passion for delivering innovative solutions for the business challenges of today and tomorrow. Together, we serve thousands of customers nationwide in end markets including education, government, healthcare, hospitality, restaurants, building services, food packaging & processing, and grocery.  We strive to be the best employer we can. We value people, we embrace change, and we reach higher. Join us and see what the BUZZ is about! To learn more visit us at www.BradyPLUS.com.  

BradyPLUS is an Equal Opportunity Employer. This means that all qualified applicants will receive consideration for employment without regard to race, marital status or civil union status, sex, age, color, religion, national origin, veteran status, mental or physical disability, sexual orientation, gender identity and/or any other characteristic protected by law. We also provide reasonable accommodation for applicants and employees with disabilities.