[HYBRID] Sr. Sales Support & Customer Experience Manager
Location: near Palatine, IL; WFH 2 days/week
Base Salary: $130,000-$150,000+ (negotiable) + 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 (operations exp. req.) 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 Teams, you will lead initiatives focused on sales process transformation that redesign SOPs and enhance cross-functional alignment. With a recent acquisition and continued plans for expansion, they are looking for someone who has been a key driver in building and integrating processes that enable scalable growth. Someone who understands how to balance leading with compassion and leading with confidence when eliciting buy-in from more tenured division leaders. So, if your experience has been leading customer service teams with more singular focus on customer experience, this would not be the right fit. However, if you can clearly articulate your role in driving business transformation that delivered meaningful results for both internal and external stakeholders, this is a rare opportunity to shape the future and leave a lasting impact with a company that will value your leadership.
[HYBRID] Sr. Sales Support & Customer Experience Manager (operations exp. req.) 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 (operations exp. req.) Qualifications
• Bachelor’s degree required
• 10+ years of experience optimizing B2B sales support operations required
• Experience leading customer service or inside sales teams required
• Recent experience within industrial manufacturing or distribution required
• Strong background leveraging CRM systems for analysis and reporting required