Associate Director, Global Customer Success

6737 Mowry Avenue | Newark, CA 94560 | vectorlabs.com Employee Job Description Employee Name: Open requisition Hiring Manager: Kenny Drew Job Title: Associate Director, Global Customer Success Department: Customer Service (006100) About Vector Laboratories Vector Laboratories is seeking a talented and highly motivated individual to join our growing team. As an organization known for its culture of service, reliable products and unmatched technical expertise, our employees are passionate about the impact and quality of their work. The opportunities we provide to work collaboratively and build trusting relationships in a team -oriented environment make Vector Laboratories an ideal place to learn, flourish and contribute to scientific advancement. We genuinely va lue diverse perspectives and ideas and strive to demonstrate how this approach results in success. With nearly 50 years of history, Vector Laboratories boasts an unparalleled reputation in protein labeling, detection, and conjugation. Our recent mergers an d acquisitions have significantly expanded our portfolio, serving the biopharma industry, academia, life science tools, and diagnostics, providing comprehensive solutions to the life science industry. We are looking to take Vector Laboratories to new heigh ts and hope you'll consider joining our globally impactful team! Job Summary The Associate Director, Global Customer Success leads Vector Laboratories' customer success organization across its US and international sites, owning the end -to-end customer experience from order entry and invoicing through delivery and post -sale support. This role sets the global customer success strategy, builds a scalable and consistent service model, and leads a multi -site team to deliver accurate, timely, and white -glove service that strengthens customer relationships, drives retention, and supports c ompany growth. Partnering closely with Sales, Operations, Finance, Marketing, and Technical Support, the Associate Director standardizes processes and service levels across sites, uses data and customer feedback to drive continuous improvement, and develops a high -perfor ming team. This is a leadership role that balances strategic planning with close, hands -on engagement in day -to-day operations. This position reports to the Vice President of Global Sales and Customer Success . Competencies Identified for Success Customer Centric Champions the customer across the organization, ensuring needs are addressed with diligence and urgency; sets the standard for an authentic, consistent customer voice and uses customer insight to shape service, process, and product decisions. Strategic Planning & Execution Translates company goals into a clear global customer success strategy and roadmap; anticipates future needs, prioritizes initiatives, and drives them to completion while balancing long -term planning with day -to-day performance. Collaborative Builds trusted partnerships with senior leaders and cross -functional teams across all Vector sites; values diverse perspectives, seeks input beyond their own team, and aligns stakeholders around shared customer outcomes. 6737 Mowry Avenue | Newark, CA 94560 | vectorlabs.com Quality & Operational Excellence Establishes global KPIs for accuracy, timeliness, and customer satisfaction and holds teams accountable to them; uses data to identify root causes, standardize best practices, and continuously improve processes and systems. Leadership Leads through managers and team members across multiple sites, setting clear expectations, coaching for performance, and developing talent and successors; fosters a culture of accountability, empowerment, and continuous improvement while staying close to t he work. Responsibilities Global Strategy and Leadership • Define and lead the global customer success strategy, aligning the service model, policies, and priorities with company growth objectives. • Lead, develop, and coach customer success teams across Vector's US and international sites, including people leaders, to build a scalable, high -performing organization. • Partner with senior leadership on organizational design, workforce planning, and budget for the customer success function. • Serve as the senior escalation point for key accounts and complex customer issues, including approval of service recovery actions such as refunds, exchanges, and credits. Customer Experience and Performance • Own global customer success KPIs, including order accuracy, on -time delivery, response time, and customer satisfaction, and report performance and trends to the executive team. • Establish consistent service standards across sites, including a white -glove experience for strategic and high-value accounts. • Build voice -of-customer practices that capture feedback and translate insights into improvements across products, operations, and service. Operational Excellence and Process • Oversee global order entry, invoicing, and delivery coordination in partnership with Finance, Operations, and Supply Chain to ensure a seamless order -to-cash experience. • Lead initiatives to standardize and harmonize business processes, SOPs, and policies across all Vector sites. • Drive effective use of NetSuite, Salesforce, and other systems, partnering with IT on enhancements, automation, and reporting. • Provide site leadership for office functions at the Ohio site, including customer service and document control, drawing on resources from other Vector sites as needed. Cross -Functional Partnership • Partner with Sales, Marketing, Technical Support, Operations, and Finance to align on customer priorities and support account growth and retention. • Collaborate with Sales on customer onboarding, account health, and retention for key accounts. Team Development • Lead training, onboarding, and career development for the global customer success team, including succession planning for key roles. • Foster a culture of accountability, collaboration, and continuous improvement, regularly seeking team input on what works well and where processes can improve. • Performs other duties as assigned 6737 Mowry Avenue | Newark, CA 94560 | vectorlabs.com Job Qualifications • Bachelor's degree in business, life sciences, supply chain, or a related field • 10+ years of experience in customer success, customer service, order management, or customer operations, preferably in life sciences or a similar B2B environment • 5+ years of people leadership experience, including leading managers and/or teams across multiple sites or countries • Proven track record of developing, planning, and executing large, complex business improvement initiatives across functions • Strong understanding of life sciences products, customers, and order -to-cash processes • Proficiency with ERP (NetSuite preferred) and CRM (Salesforce preferred) systems, and advanced Microsoft Excel skills • Data -driven approach to managing performance through KPIs and reporting • Excellent interpersonal, communication, and executive presence skills Preferred Qualifications • MBA or other advanced degree • Experience supporting international customers, including global shipping and export requirements • Experience in a PE -backed, high -growth, or post -acquisition integration environment • Lean, Six Sigma, or other process improvement training The anticipated base salary range for this position is $106,720 - $133,400. The salary offer will depend on multiple factors which may include the successful candidate's skills, experience, and other qualifications. Stop here for job posting Physical Demands & Working Environment The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functio ns. Environment: Work is performed primarily in a standard office setting. Physical: Primary functions require sufficient physical ability and mobility to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operat e equipment requiring repetitive hand movement; and to verbally communicate. Vision: See in the normal visual range with or without correction. Hearing: Hear in the normal audio range with or without correction. Hours: Monday - Friday, 8:00 A.M. - 5:00 P.M. Reports to: Vice President, Global Sales and Customer Success Employee Signature Date: Manager Date: Human Resources Date: