Customer Experience Account Manager

Ingersoll-Rand; Mooresville (NC); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Comprehensive health care options

401(k) plan

Paid time off

Employee stock grant

Job summary

Ingersoll-Rand is looking for a Customer Experience Account Manager in Mooresville, NC. This role is essential for delivering a top-notch customer experience with strategic accounts, impacting revenue growth and operational excellence.

The ideal candidate will have over 5 years of account management experience and must be proficient in managing customer relationships effectively. Responsibilities include overseeing order management, resolving escalations, and collaborating across multiple functions. Comprehensive benefits include health care, a 401(k) plan, and paid time off.

Qualifications

• 5+ years of experience in account management, customer service, or sales, preferably in a B2B environment.
• Experience mentoring, training, or onboarding team members.

Responsibilities

• Serve as the primary point of contact for assigned accounts.
• Oversee complex orders and manage order flow.
• Resolve escalations related to pricing, inventory, and contracts.
• Collaborate cross-functionally to improve service performance.

Skills

Customer advocacy

Problem-solving capabilities

Cross-functional collaboration

Communication skills

Attention to detail

Education

High School or G.E.D.

Bachelor’s Degree in Business, Marketing, Supply Chain or Finance

Tools

SAP

Job description

Ingersoll Rand is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
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Customer Experience Account Manager

Job ID: 4577
Location: Mooresville, NC (Onsite)

Job Overview

This role plays a critical role in delivering a differentiated customer experience and driving growth within key strategic accounts across North America. The position is accountable for end-to-end account management, ensuring seamless execution across the order-to-cash lifecycle while proactively identifying opportunities to strengthen engagement, remove operational barriers, and support revenue growth. The Customer Experience Account Manager balances strategic account management with operational excellence, partnering cross-functionally with Sales, Supply Chain, Operations, and Finance.

Responsibilities

• Serve as the primary point of contact and relationship owner for assigned strategic and high-growth accounts, ensuring a consistently high level of service and engagement
• Develop deep understanding of customer business models, priorities, and growth opportunities to proactively align solutions and drive long-term partnerships
• Execute customer engagement strategies in partnership with Sales to increase market share, retention, and overall satisfaction
• Oversee complex, non-standard orders and proactively manage order flow, backlog, and delivery commitments to ensure accuracy and timeliness
• Own and manage the end-to-end customer journey, from order intake through fulfillment, invoicing, and post-delivery support
• Resolve escalations and complex issues related to pricing, inventory, delivery, and contracts using sound judgment and decision-making authority
• Handle escalations related to inventory constraints, delivery delays, pricing discrepancies, and contractual exceptions
• Collaborate cross-functionally and influence outcomes to remove barriers, improve the order-to-cash process, and enhance service performance
• Lead data accuracy, and operational efficiency
• Own the development and implementation of standard work and process improvements for the CX team
• Drive continuous improvement focused on process standardization for account management and customer service processes
• Serve as a senior subject matter expert and resource for ERP systems (SAP) and for the CX team; providing mentorship, guidance, and training to new and developing team members

Requirements

• High School or G.E.D.
• 5+ years of experience in account management, customer service, or sales, preferably in a B2B environment

Core Competencies

• Ability to build and sustain strategic relationships across multiple levels within customer organizations
• Strong customer advocacy and problem-solving capabilities
• Proven ability to manage competing priorities and drive outcomes in a fast-paced environment
• Effective cross-functional collaboration and influencing skills
• Experience mentoring, training, or onboarding team members
• Strong business acumen with a customer and growth mindset
• Excellent verbal and written communication skills
• High attention to detail and organizational effectiveness

Preferences

• Bachelor’s Degree in Business, Marketing, Supply Chain or Finance
• Experience using SAP or a similar ERP tool

Travel & Work Arrangements/Requirements

• Onsite with up to 5% travel

What We Offer

At Ingersoll Rand we embrace a culture of personal ownership — taking responsibility for our company, our communities, and our environment, as well as our individual health and well-being. Our comprehensive benefits package is designed to empower you with the tools and support necessary to take charge of your health, ensuring that together, we can continue to make life better. Our range of benefits includes health care options like medical and prescription plans, dental and vision coverage, as well as wellness programs. Additionally, we provide life insurance, a robust 401(k) plan, paid time off, and even an employee stock grant, among other offerings. These benefits are our commitment to you, so you can be your best at work and beyond.