[HYBRID] Sr. Sales Support & Customer Experience Manager
Location: near Palatine, IL; WFH 2 days/week 
Base Salary: $120,000-$150,000 + 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 you’ve 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