Customer Success Director
2 weeks ago
Galderma Canada Inc. is seeking an experienced Customer Success Director to lead our customer success team in Thornhill, Ontario.
About the RoleThe Customer Success Director will be responsible for leading the customer success specialists to ensure a seamless 'customer journey' for Galderma customers and respective sales teams. This role will also manage the order-to-cash cycle on a specified portfolio of key customer accounts ('VIP').
Key Responsibilities- Provide high-quality service to key customers and internal stakeholders by demonstrating and upholding Galderma's commitments to the 'customer journey.'
- Lead the customer success team to support 'seamless' order cycles from order receipt to invoicing to collections for Galderma customers.
- Develop and maintain positive and trust-based relationships with customers and respective sales representatives.
- Act as the primary point of contact for your specified portfolio of accounts to address their inquiries and requests.
- Liaise regularly (weekly, monthly, quarterly) with sales management and customer service manager to review and address insights, opportunities, and obstacles.
- Assist with account collection (calls, emails, and/or letters) and resolve credit block issues on priority escalations.
- Lead the ongoing growth and development of the customer success team, including regular performance assessments, coaching, and training to ensure the team consistently meets and exceeds performance targets.
- Ensure application of local compliance and process alignment with group standards & policies.
- Troubleshoot and resolve EDI errors on inbound order and outbound shipments.
- Act as a subject matter expert in achieving and managing 'customer success' and provide ongoing support for O2C-related inquiries to drive continuous improvement and optimization.
- Provide support to projects related to customer service or E2E processes.
This role requires a strong understanding of Order-to-Cash processes, including customer data, order management, pricing, billing, and collections. The ideal candidate will have 5+ years' experience in a customer success, customer service lead role, preferably within a Consumer-Packaged Goods or Pharmaceutical environment.
- Fluent in English and French, strong oral and written communication skills.
- Technical aptitude and comfort with Oracle (or similar ERP/SAP systems), Microsoft Office products, and Power BI.
- Proven ability to work in a high-energy and demanding environment with cross-functional teams (i.e., Sales, Finance).
- Ability to lead by example and inspire team members to achieve and excel in stakeholder satisfaction and performance goals.
- Strong attention to detail, analytical, and problem-solving skills.
- Ability to work in a team environment, but also able to work independently with minimal supervision.
- Ability to interact effectively with internal staff and external customers and possess exceptional interpersonal and communication skills.
- Demonstrates initiative and flexibility, with excellent organizational and time management skills.
- Ability to lead projects when needed.
Galderma Canada Inc. offers a competitive salary range of $120,000 - $160,000 per year, depending on experience, plus an excellent benefits program starting day one, including a pension program after one year of service (company contribution of up to 10%), tuition reimbursements, and a service awards program.
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