CUSTOMER EXPERIENCE MANAGER

Location: Victor, NY | Type: Full-Time, Exempt

OVERVIEW:

Are you a people-focused leader who excels at building relationships, managing teams, and driving coordination across departments? IK Systems is seeking a Customer Experience Manager to lead our customer support team, manage service contracts, and ensure outstanding customer experiences through strong organizational and leadership skills.

QUALIFICATIONS:

• Associate degree or equivalent experience required.
• Minimum of 3 years in a customer support or service management role with team leadership experience.
• Strong communication, organization, and problem-solving skills.
• Proficiency with CRM systems and help desk software.
• Preferred experience in service contract management, customer experience metrics (NPS, CSAT), or the low voltage/systems integration industry.

• Lead and manage the Customer Support Team, fostering collaboration, accountability, and service excellence.
• Oversee customer service contracts, ensuring SLA compliance, accurate invoicing, and timely deliverables.
• Act as the primary point of contact for customer relationships post-sale, maintaining proactive communication and resolution of issues.
• Coordinate with sales, engineering, and project management teams to ensure seamless service delivery.
• Analyze support data and customer feedback to identify trends and implement process improvements.
• Monitor ticket volumes and team performance metrics to ensure responsiveness and efficiency.