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Danaher Corporation Senior Manager, Software Customer Care, North America - REMOTE in New York, New York

Senior Manager, Customer Care, North America - REMOTE

We are looking for someone who could be based anywhere in the Midwest or East Coast, within flight distance to Dayton, Ohio (Esko's US headquarters in Miamisburg, OH).

Who We Are

Esko is the global leader in simplifying the complete packaging production process, from idea to shelf – to help you master today’s challenges and remain successful in the world of tomorrow. Our products and solutions support and manage the packaging and print processes for brand owners, retailers, designers, pre-media and trade shops, packaging manufacturers, and converters.

Did you know that in 9 out of 10 retail packages, Esko solutions are used in packaging management? From asset management to artwork creation, structural design, prepress, 3D visualization, flexo plate making, workflow automation, quality assurance, sample-making, palletization, supply chain collaboration and/or the production of signage and displays.

As the market share leader, we have operations in over 30 countries with 1,800 employees worldwide. A wholly owned subsidiary of Danaher Corporation (www.danaher.com). We offer a results-oriented environment that is multicultural organization that promotes both diversity and inclusion through the full organization, team-cantered, customer focused and quality-focused, guided by the successful Danaher Business System. Working at Esko gives you access to a robust career development process and exciting opportunities.

What We Value

We believe that real breakthroughs come from teams that think big and respect each other’s differences – different ideas, different perspectives, and different experiences. We encourage all voices to be heard, both internally as we collaborate and externally as we listen to our customers’ most pressing needs. And we would love to have you on this journey with us! Apply today.

As the Senior Manager of Software Customer Care, North America, you will build and lead the customer care team, including Deployment, Integration, Solution Services and Customer Support. The Software Customer Care team will help drive the technical portion of a sale as well as ensure ESKO customers successfully adopt the product with a positive experience, driving growth for ESKO through renewals and expansion. If you are truly passionate about customer advocacy and have a consistent record to talk about, then apply for this opportunity to unequivocally help our customers and furthermore, directly impact ESKO overall success and growth!

Your responsibilities will include:

  • Aligning & executing the overall vision and strategic plan for the software service organization,

  • focusing on driving product adoption, leading a positive customer experience, and

  • driving growth through gross renewals and net retention improvements.

  • Drive customer outcomes, product adoption and customer experience

  • Support the technical assessment as part of the pre-sales process for Enterprise Solutions

  • Influence future lifetime value through higher product adoption, customer

  • satisfaction and overall health scores

  • Reduce churn and drive new business growth through greater advocacy and reference ability

  • Define and optimize customer lifecycle by driving programs and initiative to improve

  • engagement approaches based on customer segmentation and leading a culture of continuous improvement

  • Build and lead world-class team

  • Recruit and develop a high performing team

  • Help Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)

  • Foster collaboration within the ESKO team and across customers

  • Drive operational practices to track performance of teams and individuals

  • Work closely with the Esko Regional Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)

  • Deliver ground-breaking leadership so that team is highly motivated and engaged.

  • Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.

  • Address raised client issues with speed and urgency, orchestrating resources across the company as appropriate

You should be:

  • Motivated and Driven – driven by the challenge of developing and transforming a large customer care team across North America

  • Commercially Savvy - the ability to apply pragmatic commercial approaches in developing service offerings

  • Disruptive Thinker – solve problems and approach work with innovation at the forefront of their mind.

  • Team Player – relationship savvy people who intentionally make connections with both internal partners and external contacts. Ambassador for Esko in the Graphic Arts community.

  • Strategic Thinking – able to manage complex business subjects to conclude on solutions and address change management needs.

  • Customer-Oriented Achiever - create commitment and trust through strong work ethic and customer-focused attitude

Qualifications and professional knowledge:

  • 5 - 7 years of management experience leading teams in a software company

  • 5-year experience leading customer success managers, account management, or sales teams. Professional services experience is preferred.

  • 3-year experience leading managers of teams in a SaaS or subscription enterprise software company is preferred.

  • Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices

  • Demonstrated ability to lead managers and successfully manage international, distributed teams across cultures, lines of business, and geographies

  • Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams

  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning

  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity

  • Able to collaborate across the organization and with external partners

  • Experience successfully working with senior (C-level) executives

  • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction

Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here.

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.

At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.

Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.

Equal Opportunity Employer

Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.


Individuals who need a reasonable accommodation because of a disability for any part of the employment process should call 202-419-7762 or e-mail applyassistance@danaher.com to request accommodation.

When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System (https://www.danaher.com/how-we-work/danaher-business-system) tools and the stability of a tested organization.Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.The EEO posters are available here (https://www.dol.gov/agencies/ofccp/posters) .We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at 202.419.7762 or applyassistance@danaher.com to request accommodation.If you’ve ever wondered what’s within you, there’s no better time to find out.