Director of Customer Service & Success
KI USA, Berea, KY, United States
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.
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.