Customer Experience Manager

Job Description

Job Description

Position Summary

The 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 Responsibilities

Strategic 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.

Qualifications

Required

• 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 at Thomas Scientific

Thomas Scientific offers a competitive benefits package for full-time associates, including:

• Health, Dental & Vision — Coverage through Cigna, Guardian, and VSP, effective your first full month, with FSA/HSA options available.
• Financial Security — Company-paid life and AD&D insurance, voluntary short-term disability, and 401(k) with employer match.
• Time Off — Accrued PTO, 11 paid holidays (including your birthday), paid parental leave, and additional paid leave for life events.
• Professional Development — Up to $3,000 annually in tuition assistance.
• Additional Perks — Employee Assistance Program, wellness programming, legal and identity protection services, and a $1,000 employee referral bonus.

Full benefits details are provided during the hiring process.

Equal Employment Opportunity Statement

Thomas Scientific, LLC is an equal opportunity employer. We do not discriminate against any employee or applicant on the basis of race, color, religion, sex, age, national origin, disability, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local law. This policy applies to all terms and conditions of employment.