Hybrid - In office Tuesday-Wednesday-Thursday
Position SummaryThe Customer Experience Manager - Strategic is responsible for elevating the end-to-end customer journey for Thomas Scientific's most important and highest-value accounts. This role owns the strategic relationship between CX operations and key stakeholders - identifying friction points, designing proactive service models, and partnering cross-functionally with Sales, & Operations to ensure strategic customers receive consistently exceptional experience. This is a senior individual contributor or team-lead role focused on strategy, process design, and executive-level relationship management, rather than day-to-day ticket handling.
Key ResponsibilitiesStrategic Account Experience- Serve as the CX owner for a portfolio of strategic/key accounts, ensuring their experience across ordering, fulfillment, support, and account management is proactive and frictionless.
- Build and maintain strategic account experience plans, including service level commitments, escalation protocols, and success metrics.
- Act as an executive point of contact for CX-related issues on strategic accounts, partnering with Sales leadership on renewal and growth conversations.
Voice of the Customer & Insights- Analyze customer feedback, NPS/CSAT data, support tickets, and order/fulfillment data to identify systemic pain points affecting strategic accounts.
- Translate customer insights into actionable recommendations for Operations, Product, and IT teams.
- Present regular CX health reports and strategic account risk/opportunity analysis to leadership.
Process & Program Design- Design and implement proactive service models (e.g., dedicated support tiers, account health scorecards, early-warning escalation triggers) for strategic customers.
- Lead cross-functional initiatives to improve self-service tools, order accuracy, and communication cadence for strategic customers.
Cross-Functional Leadership- Collaborate with Sales, Marketing, IT, and Operations to ensure strategic account needs are represented in broader CX and business initiatives.
- Champion a customer-first culture, mentoring frontline CX teams on best practices for handling high-value/high-complexity accounts.
- Manage escalations that require cross-departmental coordination, driving issues to resolution with urgency and clear communication.
QualificationsRequired- Bachelor's degree in Business, Communications, or related field, or equivalent experience.
- 5+ years of experience in customer experience, account management, or customer success, ideally in distribution, B2B, or scientific/industrial supply industries.
- Demonstrated experience managing relationships with large, strategic, or enterprise-level accounts.
- Strong analytical skills; comfortable working with CRM, order management, and support ticketing data to identify trends.
- Excellent communication and executive presence; able to represent CX priorities to senior leadership and key customers.
- Proven ability to lead cross-functional projects without direct authority.
Preferred- Experience in laboratory, life sciences, chemical distribution, or scientific supply industries.
- Familiarity with CRM platforms (e.g., Salesforce), ERP/order management systems, and CX analytics tools.
- Background in process improvement methodologies (Lean, Six Sigma, or similar).
Benefits
Medical/Dental/Vision/401k matching
PTO
Salary
