Client Experience Manager

Job Description

Job Description

SAGE Integration

Job Description

Effective Date: Jan 2026

Supersedes: Oct 2022

Job Title: Client Experience Manager

Reports To: Chief Operating Officer (COO)

Job Type: Full Time

Job Summary:

About Us:

Sage Integration Holdings, LLC protects the people, facilities, and reputation of enterprise clients by advancing the intelligence and integration of security technology. Innovation at SAGE is not just a tagline. The entire organization has been built around five core factors which both enable and define the culture of innovation critical to putting proactive solutions in front of our clients every day. By holding to our five factors in all our strategic decision-making we ensure that innovation is not a department or an afterthought but as fundamental to doing business as turning on the lights.

Job Description:

The Client Experience Manager will be responsible for customer service and support functions for the national service and maintenance division US. Responsible for support strategies, policies, and programs such as inside sales, operations excellence, procurement, publisher program support, finance, and integration with field sales team.

Essential Functions:

• Ability to read, analyze, and interpret construction contracts, construction drawings and specifications, common scientific and technical journals, financial reports, and legal documents.
• Ability to effectively present information to upper management and public groups as necessary both in written and oral formats.
• Communicates effectively in both oral and written English technical language, both in interpreting requirements and providing reports.
• Should possess good customer service abilities and technical support, with refined grammar skills.
• The position may require a lot of interaction with other departments and field employees and outside calls are frequently fielded and must be handled in a professional manner.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. On occasion the ability to interpret a variety of technical instructions in mathematical or diagram form.
• Valid driver’s license with clean driving record
• Must pass pre-employment drug screen and background investigation

Major Duties & Responsibilities:

• Develops and implements operational strategies for national accounts
• Establish national guidelines for the division to execute service
• In charge of forecasting, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrections
• Review and approve cost control reports, cost estimates and resources requirement forecast.
• Review performance against operating plans and standards. Provide direction to subordinates regarding interpretation of results and approves changes in direction of plans
• Overall Responsibility for hiring, developing, and evaluating the service team personnel
• Provide guidelines for training needs
• Initiate or suggest plans to motivate service team to achieve work goals
• Improve the current processes and procedures
• Responds to customer concerns to ensure highest level of satisfaction
• Improve customer service quality results by studying, evaluating, and re-designing processes. Establishing and communicating service metrics, monitoring, and analyzing results, implementing changes
• Coordinate and collaborate with other departments of the company in establishing and fulfilling responsibility
• Establish guidelines for the regions to execute national maintenance contracts
• Follow safe and secure practices to safeguard against injury, damage to property and protect confidential information
• Some travel is required
• Other duties as assigned

Physical Demands & Safety:

• The essential functions of this position require the employee to frequently remain in a seated position; use hands and fingers to operate equipment, tools, and technology; reach with hands and arms; and communicate effectively in person, by phone, and other communication methods.
• This position requires regular travel and walking on active construction sites, including navigating uneven terrain, climbing ladders, and accessing structures that are under construction.
• The employee may occasionally be required to stand for extended periods and lift or move materials weighing up to 10 pounds on a regular basis and up to 25 pounds occasionally.
• Work is performed in both an office environment and active construction sites. The office setting is generally quiet, while construction sites may involve moderate to high noise levels and exposure to typical construction conditions.
• Reasonable accommodations will be provided to qualified individuals with disabilities to enable them to perform the essential functions of the position.

Education:

• High School Diploma Required
• Associates or Higher Degree preferred

Skills & Experience:

• At least 5-7 years’ experience managing a customer relations team, operations, and procurement function
• A proven track record of developing service and support strategies and improving service within the security & telecom industry
• Demonstrated success leading service to C-level customers, partners, and publishers.
• Strong administrative skills, well-developed management skills in application of principles and leading people.
• Proven ability to recruit and motivate personnel to balance staffing strength with profitability and growth

The Benefits:

• Competitive pay
• Paid vacations & holidays
• Health benefits
• Life insurance
• 401(k) plan with employer match

Sage Integration Holdings LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.