Strategic CX Manager for High-Value Accounts

Thomas Scientific; Swedesboro (NJ); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical/Dental/Vision/401k matching

PTO

Salary

Job summary

Thomas Scientific is seeking a Customer Experience Manager – Strategic to elevate the end-to-end journey for its highest-value accounts. You will own strategic relationships, design proactive service models, and partner with Sales and Operations to ensure consistently exceptional experience.

This role focuses on strategy, process design, and executive-level relationship management rather than day-to-day ticket handling, with hybrid in-office schedule.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• 5+ years in customer experience, account management, or customer success, preferably in distribution/B2B/scientific supply.
• Experience managing relationships with large or enterprise accounts.
• Strong analytical skills with CRM, order data, and support data.

Responsibilities

• Own the strategic customer experience for a portfolio of key accounts across ordering, fulfillment, support, and account management.
• Develop strategic account experience plans with SLAs, escalation protocols, and success metrics.
• Act as executive contact for CX issues, partnering with Sales for renewals and growth discussions.
• Design proactive service models and health scorecards for strategic customers and lead cross-functional improvement initiatives.

Education

Bachelor's degree in Business, Communications, or related field, or equivalent experience

Tools

CRM platforms (Salesforce)

ERP/Order management systems

CX analytics tools

Job description

Thomas Scientific is seeking a Customer Experience Manager – Strategic to elevate the end-to-end journey for its highest-value accounts. You will own strategic relationships, design proactive service models, and partner with Sales and Operations to ensure consistently exceptional experience.

This role focuses on strategy, process design, and executive-level relationship management rather than day-to-day ticket handling, with hybrid in-office schedule.