[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
Sponsorship is not available 

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

Our client, a rapidly growing industrial manufacturer, is looking for a Senior 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 engagement, and CRM configuration. Partnering across Finance, Sales, IT and Procurement, you will lead initiatives focused on sales 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. Success in this role requires someone who can balance compassionate leadership with the confidence needed to earn buy-in from experienced division leaders. If your background is primarily focused on leading customer service teams with more singular focus on customer experience, this would not be the right fit. However, if you can clearly demonstrate how you've contributed to creating SOPs, enhancing commercial processes, and using CRM systems to support data-driven decision-making, this could be a great opportunity to make a meaningful impact on a company in growth mode.

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

•    Manage a team of 10 Support 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. Sales Support & Customer Experience Manager (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