Position Summary:
The function of the Regional Customer Success Director is to lead and direct a geographically distributed agile territory team of Customer Services professionals, within the scope of the set strategic direction and the defined operational processes, to maximise the customer support revenues, by driving and continuously improving customer satisfaction (NPS) in the best, most cost-effective way. The Director manages the Customer Success Departments within a specific territory and is facilitating technical support to Distributors and agents where applicable, in collaboration with the export (sales) teams. The goal is to develop and maintain a highly competent, efficient and effective profit generating support network to the Malvern Panalytical install base
Specific Duties and Responsibilities:
Responsible of the day to day planning and execution of the work:
Drive the planning and scheduling of deliverables i.e. KPI’s, escalation reports and be responsible for the performance of local teams through the use of available tools SF, SAP etc.




Periodic calls with Sales directors to ensure they are aware off all installations being managed to achieve revenue targets
Communicate objectives to individual managers of the regional team ensuring all business targets are met, following progress regularly, use of formal process and also monitoring and updating OCR
Manage the delivery of customer satisfaction in the region by addressing the issues and escalations where required.
Provide a single contact point and act as an interface between the Regional Sales Leads, Finance, Senior Management and the local service organisation to disseminate and collate information regarding all business activities and innovation rollout as a team of 3 Regional Directors
Ensure local compliance to all standardised Service is implemented and maintained using available systems
Ensure that the service operations are effective and that operational issues are addressed efficiently
Prov

📌 Regional CS Director (Mumbai)
🏢 Malvern Panalytical
📍 Mumbai