Customer Experience Manager

our team • Orlando, FL

35d • Onsite

About The Position

The Customer Experience Manager is responsible for the end‑to‑end customer journey for CCTV capital equipment purchases and aftermarket support, from initial quotation and configuration through order entry, delivery, and post‑sale service (spares, repairs, and loaners). 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.

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.

Nice To Haves

• Experience in municipal, utility, construction, or infrastructure‑related equipment markets strongly preferred.
• Familiarity with government/municipal bidding processes and cooperative purchasing agreements.
• Electrical/mechanical aptitude preferred.
• Demonstrated ability to define and track customer KPIs (NPS, retention, response times, uptime).
• Excellent written and verbal communication skills, including experience creating customer‑facing proposals and responses.
• Continuous improvement mindset with experience refining processes, workflows, and tools to improve customer outcomes and efficiency.

Responsibilities

• Provide leadership, coaching, and day‑to‑day management for inside sales, aftermarket customer service, and technical support staff to drive performance, accuracy, and efficiency.
• Own workforce planning, including hiring, onboarding, performance reviews, and scheduling/time‑card approvals.
• Develop clear goals, KPIs, and standard work for quoting, order processing, and aftermarket support, ensuring alignment with company objectives.
• Foster a customer‑centric culture focused on responsiveness, accountability, and continuous improvement.
• Oversee the inside sales process for capital equipment including requirements discovery, confirmation and configuration of complete systems (trucks, trailers, and portable equipment).
• Ensure self and team are working efficiently with customers, dealers, and outside sales to define technical specifications and prepare accurate, timely quotations and bid responses, including options, accessories, and service offerings.
• Ensure order configuration, pricing, and order entry are efficient, error‑free, and compliant with internal policies and margin targets.
• Maintain a strong working knowledge of purchase paths (formal bids, sole‑source justifications, and cooperative purchasing contracts) and guide staff and customers through each process.
• Manage pricing structures and discount guidelines for both direct and indirect (dealer) channels to maximize win rates and profitable growth.
• Ensure all opportunities, quotes, and customer interactions are documented in Salesforce CRM system and kept current for pipeline visibility and forecasting.
• Lead the aftermarket order process for spare parts, repairs, upgrades, service contracts, and training to support installed equipment uptime.
• Ensure repair quotations are accurate; monitor work‑in‑process; communicate status, lead times, and cost estimates to customers while balancing expectations with shop capacity.
• Ensure loaner equipment deployment and returns are prioritized based on customer impact, and work with service teams to manage loaner inventory utilization.
• Collaborate with service, engineering, and production to resolve recurring field issues and feed “voice of the customer” insights into product and process improvements.
• Track and improve key aftermarket metrics, such as response time, quote turnaround, repair cycle time, and customer equipment uptime.
• Serve as the escalation point for complex customer issues, ensuring timely resolution and clear, empathetic communication.
• Ensure the team provides accurate technical guidance via phone, email, web, and in‑person interactions to help customers troubleshoot equipment and select appropriate parts or services.
• Establish and maintain professional, long‑term relationships with key customer accounts, dealers, and channel partners.
• Implement standard templates and guidelines so all customer‑facing communications reflect a consistent, professional brand voice.
• Participate in regular cross‑functional meetings (sales, operations, service, finance) to review backlog, open issues, and initiatives to enhance customer satisfaction.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager