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Customer Experience Relationship (CER) Manager - Modern Workforce

Customer Experience Relationship (CER) Manager - Modern Workforce

Ingram MicroBuffalo, NY, US
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Inside Customer Experience Relationship Manager

Accelerate your career. Join the organization that's driving the world's technology and shape the future.

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Learn more at www.ingrammicro.com

Come join our team where you'll make technology happen in surprising ways. Let's shape tomorrow - it'll be a fun journey!

About the Role

We are seeking a strategic and customer-focused Inside Customer Experience Relationship Manager to lead our CER team within the Modern Workforce business unit. This role is responsible for championing the customer experience across all channels and platforms, ensuring exceptional service delivery and driving platform adoption and growth.

You will serve as the subject matter expert on platform offerings, their functionality, and their application to our business, customers, and vendor partners. By leading customer research initiatives and implementing feedback-driven improvements, you will play a key role in enhancing the brand experience and optimizing the customer journey.

Key Responsibilities

  • Lead a go-to-market team focused on profitable sales and enabling reseller and vendor business solutions
  • Manage a team of approximately 1822 associates, primarily based in Buffalo, NY
  • Oversee customer experience strategy and execution across platforms and channels
  • Drive adoption and growth of platform functionalities and programs
  • Conduct customer research and translate insights into actionable improvements
  • Collaborate cross-functionally to ensure a seamless and optimized customer journey
  • Make day-to-day decisions and adapt departmental plans to meet operational goals

Qualifications and Experience

  • Minimum 5 years of functional experience, including 4 years in a similar role and 2+ years of supervisory or leadership experience
  • Bachelor's degree or equivalent relevant experience
  • Proven ability to manage experienced professionals and influence cross-functional teams
  • Strong problem-solving skills with the ability to address moderately complex challenges
  • Demonstrated expertise in customer experience strategy, platform enablement, and team management

    • Location : Buffalo, NY / hybrid work structure

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    Customer Experience Manager • Buffalo, NY, US

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