Customer Experience Manager - Parts and Dealer Enablement

Vermeer Corporation•Pella, IA

5d•Hybrid

About The Position

The Customer Experience Manager – Parts and Dealer Enablement leads and continuously improves the dealer and customer experience for parts, with primary accountability for support execution, escalation management, and process improvement. The role also provides leadership for dealer business enablement efforts, including VermeerOne and Fleet, using operational insights to drive adoption, resolve issues, and strengthen dealer confidence across the lifecycle.

Requirements

Bachelor’s degree in business, marketing, engineering, or a related field with a minimum of seven years of relevant experience, or equivalent combination of education and experience.
Demonstrated experience leading dealer or customer support operations with accountability for service quality, responsiveness, and issue resolution outcomes.
Strong analytical and problem‑solving skills, with the ability to use CRM, support, and operational data to identify trends, diagnose issues, and drive continuous improvement.
Proven ability to build and maintain positive, trust‑based relationships with dealers, customers, and cross‑functional partners while effectively influencing outcomes without direct authority.
Experience leading, coaching, and developing teams, including setting performance expectations, prioritizing work, and navigating high‑pressure or escalated situations.
Knowledge of dealer‑ or customer facing systems and processes, including customer support platforms, CRM tools, and workflow processes.
Ability to think strategically while remaining operationally grounded, balancing near‑term support execution with longer‑term process and experience improvements.
Excellent written, verbal, and interpersonal communication skills, with the ability to explain technical or process‑driven concepts clearly to a wide range of audiences.
Strong organizational skills and flexibility, including the ability to manage changing priorities, break down complex problems into actionable steps, and operate effectively in a fast‑paced environment.

Nice To Haves

familiarity with adoption or enablement efforts preferred

Responsibilities

Own the end‑to‑end dealer and customer experience for parts, ensuring consistent, high‑quality support execution that builds dealer confidence, reduces friction, and strengthens day‑to‑day operations.
Align individual and team goals to organizational strategies, providing leadership to customer experience, dealer support, and lifecycle enablement teams to meet defined service, performance, and adoption expectations.
Lead dealer and customer support operations primarily focused on parts, establishing clear processes, performance standards, and escalation paths, while ensuring effective support for select workflows where they intersect with parts and lifecycle experiences.
Build strong, action‑oriented partnerships with dealers, equipping them with standard tools, processes, training, and best practices to efficiently resolve parts‑related customer issues and improve operational consistency.
Serve as the escalation leader for complex or high‑impact dealer issues, coordinating cross‑functional teams (supply chain, logistics, product, service, IT, and brand) to drive timely resolution and clear communication.
Measure, analyze, and act on support and lifecycle performance data, using Customer Relationship Management (CRM) and operational insights to identify trends, improve parts support processes, and reduce repeat issues.
Lead lifecycle-focused adoption and enablement efforts for Vermeer aftermarket tools and programs, including VermeerOne, by guiding teams responsible for driving awareness, adoption, and growth of these offerings in alignment with dealer value and customer outcomes.
Represent the voice of the dealer and customer in strategic planning and continuous improvement initiatives, influencing the evolution of parts support and related lifecycle experiences.