Manager, Customer Experience

This position is part of the Customer Experience service model and resides in the field. The role is responsible for leading a team of Account Managers who provide customer support by building relationships with new and existing accounts for CMU and LCC business. The Customer Experience Manager drives success through the leadership of the customer-facing associates within the Customer Experience Organization. The role will focus on customer relationships and retention by ensuring the team of Account Managers provide necessary customer support through efficient deployment of resources and engagement with Region and Opsite departmental leaders. Resource Management – responsible for ensuring team is properly staffed, oversees account management, executing performance management policies, business planning, escalation point of contact for customer issues, drives collaboration between CST and Region/OpSites. Relationship Building – customer visits, presentations and business reviews with team as needed, maintain relationships with Region and OpSite department leaders, build effective relationships with current/prospective customers, engage with GSC and National Sales Leaders. Leads a team of Managers, and as a team is directly responsible for escalation and achievement of service levels, compliance, customer satisfaction, and issue resolution. Team Development – coordinate applicable AM training to drive success; industry/concept/segment knowledge, internal and external technology solutions, account management, communication, time management, etc. Escalation of customer actions including leading cross-functional collaboration to resolve issues and challenges.

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