[HYBRID] Sr. Sales Support & Customer Experience Manager

HYBRID Sr. Sales Support & Customer Experience Manager
Location: near Palatine IL; WFH 2 days/week
Base Salary: $120000-$150000 Bonus Potential
Benefits: Medical Dental Vision HSA 401k Holidays PTO
Job Type: Full-Time
Typical Hours: M-F
Travel: 10% domestic
Start Date: ASAP

HYBRID Sr. Customer Experience Manager Sales Support (B2B customer service) Description

Our client a rapidly growing industrial manufacturer is looking for a Senior Customer Experience Manager to join their team outside of Palatine IL. This is a critical role where you will oversee both pre-sales and post-sales workflows customer service and CRM configuration. Partnering across Finance Sales IT and Procurement you will lead initiatives focused on customer engagement process transformation that redesign SOPs and enhance cross-functional alignment. Following a recent acquisition and with continued expansion on the horizon the company needs a leader who has played a key role in building and integrating scalable processes while remaining hands-on in daily customer service initiatives. Someone who enjoys driving performance improvement amongst their customer service reps while shaping strategies that enhance efficiency and data-driven decision-making across the entire business. Success in this role requires someone who can balance compassionate leadership with the confidence needed to earn buy-in from experienced division leaders. If you can clearly demonstrate how youve created SOPs improved commercial processes and leveraged CRM tools to turn data into actionable insights this is a great opportunity to shape how customers are served and how teams collaborate to deliver results.

HYBRID Sr. Customer Experience Manager Sales Support (B2B customer service) Responsibilities

Manage a team of 10 Customer Service Reps ensuring accurate orders and exceptional service
Outline and maintain service standards for responsiveness and customer satisfaction
Oversee and automate inventory programs for key customer accounts
Own and enhance sales operations including order-to-cash workflows and CRM usage
Establish standard operating procedures and enhance customer reporting
Act as a superuser for CRM promoting best practices and ongoing improvements
Partner with IT and Finance to ensure proper data governance across platforms
Manage sales master data accuracy including account relationships and classifications
Oversee customer service integration for newly acquired businesses
Ensure collaboration between business units for accurate pricing and solutions
Develop meaningful KPIs to drive company and customer initiatives

HYBRID Sr. Customer Experience Manager Sales Support (B2B customer service) Qualifications

7 years of experience optimizing B2B sales support operations required
4 years of experience leading customer service or inside sales teams required
Well-versed supporting order management workflows required
Strong background leveraging CRM systems for analysis and reporting required