Customer Experience Account Manager

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Customer Experience Account Manager

BH Job ID: 4577

SF Job Req ID: 19147

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.

Job Title: Customer Experience Account Manager

Location: Mooresville, NC (Onsite)

About Us:

Imagine a company with technology leadership of over 160 years, yet it operates with the energy of a startup. Ingersoll Rand has dedicated itself to Making Life Better for its employees, customers, shareholders, and planets. We produce innovative and mission-critical flow creation and life science technologies - from compressors to precision handling of liquids, gasses, and powers - to increase industrial productivity, efficiency, and sustainability. Supported by over 80+ brands, our products are used in various end-markets including life sciences, food and beverage, clean energy, industrial manufacturing, infrastructure, and more. Across the globe, we're driving growth with an entrepreneurial spirit and ownership mindset. Learn more at irco.com and join us to own your future.

Job Overview:

This role plays a critical role in delivering a differentiated customer experience and driving growth within key strategic accounts across North America, including ARO, MPOB/IRP, Hartell, and Rotodel brands.

This role serves as the primary relationship owner and trusted advisor for high-value customers within key growth segments such as Data Center and Advanced Dispense. 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.

Operating with a high degree of autonomy, this role partners cross-functionally with Sales, Supply Chain, Operations, and Finance to influence outcomes, resolve complex issues, and deliver customer-centric solutions. The Customer Experience Account Manager is expected to balance strategic account management with operational excellence, while reducing administrative work through standardization and leveraging support resources.

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.

Ingersoll Rand Inc. (NYSE:IR), driven by an entrepreneurial spirit and ownership mindset, is dedicated to helping make life better for our employees, customers and communities. Customers lean on us for our technology-driven excellence in mission-critical flow creation and industrial solutions across 40+ respected brands where our products and services excel in the most complex and harsh conditions. Our employees develop customers for life through their daily commitment to expertise, productivity and efficiency. For more information, visit www.IRCO.com

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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.