Role OverviewThe Customer Experience Manager is responsible for the end-to-end customer journey for CCTV capital equipment purchases and aftermarket support. This role leads the inside sales and aftermarket customer support teams to ensure fast, accurate quoting, high-quality order configuration, proactive communication, and responsive service that maximizes customer uptime and satisfaction while meeting profitability targets.
What You Will Do
The core responsibilities of this role include team management, sales, quoting & configuration, aftermarket support, and customer communication & experience.
Why It Might Be a Fit
The ideal candidate will have a proven track record managing quoting, order entry, and/or aftermarket support for capital equipment, strong interpersonal and customer service skills, and the ability to de-escalate issues and build trust.
Requirements
- Minimum 5 years in a customer experience, customer service, or inside sales leadership role within an industrial/equipment manufacturing environment.
- Minimum 10 years of commercial experience in sales, service, or customer-facing roles.
- Proven track record managing quoting, order entry, and/or aftermarket support for capital equipment.
- Strong interpersonal and customer service skills, with demonstrated ability to de-escalate issues and build trust.
- Solid problem-solving and troubleshooting abilities; ability to understand equipment configurations and technical documentation.
- Experience leading teams in a CRM- and ERP-driven environment; comfortable with data and dashboards for managing performance.
- Inside sales and experience supporting field/outside sales teams required.
Benefits
- Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
- Competitive health insurance plans and 401(k) match, with benefits starting day one
- Competitive and performance-based compensation packages and bonus plans
- Educational assistance, leadership development programs, and recognition programs
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