Senior Customer Experience & Account Manager

Freudenberg Group; Londonderry (NH); On-site; USD 65,000 - 85,000; Full time

Job summary

Freudenberg Group is seeking a Customer Experience professional to serve as the primary contact for inquiries, drive onboarding and adoption, and coordinate issue resolution across internal teams. You will monitor feedback and CRM activity to strengthen account health and retention while contributing to process improvements and data quality.

The role requires a Bachelor's degree or equivalent, 5–7 years in customer-facing roles, and willingness to travel.

Qualifications

• Requires at least a Bachelor's degree or equivalent in a related field.
• Proven ability to resolve customer issues and manage follow-up actions.
• Strong written and verbal communication across internal/external stakeholders.
• Experience using CRM, ERP, or case-management systems.
• Excellent organization to handle multiple priorities and deadlines.
• Willingness to travel for customer visits or trainings.

Responsibilities

• Serve as primary contact for customer inquiries, requests, and issue resolution.
• Assist with onboarding, follow-ups, and adoption support to improve responsiveness.
• Investigate service concerns and coordinate with internal teams to resolve issues.
• Monitor customer feedback and CRM activity to identify retention risks and improve experience.
• Identify recurring service gaps and support approved process improvements.
• Document interactions, actions, and status in CRM systems for visibility.

Skills

CRM experience

Communication skills

Organizational skills

Data accuracy

Problem solving

Travel willingness

Education

Bachelor’s degree or equivalent

Tools

CRM/ERP systems

Job description

Freudenberg Group is seeking a Customer Experience professional to serve as the primary contact for inquiries, drive onboarding and adoption, and coordinate issue resolution across internal teams. You will monitor feedback and CRM activity to strengthen account health and retention while contributing to process improvements and data quality.

The role requires a Bachelor's degree or equivalent, 5–7 years in customer-facing roles, and willingness to travel.