Customer Experience Manager

📌 Core Information

🔹 Job Title: Customer Experience Manager

🔹 Company: Spectrum Vascular

🔹 Location: Remote

🔹 Job Type: Remote

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: March 31, 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: Remote

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Overseeing and improving customer experience interactions both domestically and internationally
• Facilitating seamless customer interactions including ordering, fulfillment, and complaint resolution
• Coordinating with various departments to enhance customer satisfaction
• Implementing strategies in alignment with business and sales goals

ASSUMPTION: The role is critically aligned with sales and commercial functions to drive company growth by focusing on enhancing customer experiences, which implies a strong link to sales growth through customer satisfaction.

📋 Key Responsibilities

✅ Develop and execute customer experience improvement plans across global regions

✅ Maintain a clear view of market dynamics and customer needs

✅ Work with sales and support teams to improve customer experiences

✅ Report and track customer experience metrics

✅ Lead resolutions for customer inquiries and interactions with internal departments

✅ Identify and implement process improvements for better customer satisfaction

✅ Conduct competitor benchmarking and satisfaction surveys

✅ Collaborate with B2B partners to enhance customer experience

✅ Communicate with field sales to ensure successful program implementation

✅ Engage in co-promotional opportunities with strategic partners

ASSUMPTION: Responsibilities include both strategic and operational elements, requiring strong cross-functional collaboration skills.

🎯 Required Qualifications

Education: Bachelor’s degree in Marketing, Sales, or a related field

Experience: 5 years in marketing, sales, or service-related fields; medical device experience preferred

Required Skills:

• Exceptional interpersonal skills
• Strong organizational and communication skills
• Proficiency in Microsoft Office

Preferred Skills:

• Experience in the medical device industry
• Project management skills

ASSUMPTION: A thorough understanding of B2B processes and customer satisfaction metrics is assumed to be part of the role due to the company's emphasis on high-quality service.

💰 Compensation & Benefits

Salary Range: Not specified, but competitive industry standards can be expected.

Benefits:

• Healthcare coverage
• Retirement savings plan
• Paid time off

Working Hours: 40 hours per week with potential flexibility

ASSUMPTION: Standard benefits are assumed given the company size and industry norms, although specifics are not provided.

📌 Applicant Insights

🔍 Company Context

Industry: Medical Equipment Manufacturing focused on vascular access

Company Size: 33 employees, offering a close-knit, agile work environment

Founded: Not specified

Company Description:

• High focus on innovation in medical devices
• Emphasis on improving patient care through quality products
• Backed by a medical technology-focused investment fund

Company Specialties:

• Vascular access devices
• Antimicrobial protection technologies

Company Website: https://spectrumvascular.com/

ASSUMPTION: Given the company’s size and structure, employees may experience closer collaboration and the opportunity to impact company direction directly.

📊 Role Analysis

Career Level: Mid to senior management

Reporting Structure: Likely reports to the VP of Customer Experience or a similar executive role

Work Arrangement: Primarily remote with occasional travel

Growth Opportunities:

• Potential to innovate customer experience strategies
• Leadership in cross-departmental initiatives
• Opportunities to influence product development

ASSUMPTION: Opportunities for growth are assumed to be robust due to the innovative nature and lean team structure.

🌍 Location & Work Environment

Office Type: Remote work setup with digital collaboration tools

Office Location(s): White Plains, New York

Geographic Context:

• Company based in a thriving medical technology hub
• Opportunities for networking within the New York medical tech industry
• Close proximity to strategic partners and investors

Work Schedule: Flexible within standard full-time hours

ASSUMPTION: The digital nature of the work environment supports a flexible schedule that accommodates international collaboration.

💼 Interview & Application Insights

Typical Process:

• Initial HR screening
• On-line assessment and interviews with the management team
• Final interview with key stakeholders

Key Assessment Areas:

• Customer experience strategy skills
• Interpersonal and leadership abilities
• Technical competence in relevant software

Application Tips:

• Highlight experience in medical devices
• Emphasize strategic thinking and innovation
• Prepare examples of successful customer experience improvements

ATS Keywords: Customer Experience, B2B Networking, Strategic Planning, Medical Devices

ASSUMPTION: The application process likely favors candidates with strong analytical skills and the ability to demonstrate past achievements in improving customer experiences.

🛠️ Tools & Technologies

• Microsoft Office Suite
• Customer Relationship Management (CRM) platforms
• Data analysis tools

ASSUMPTION: Knowledge of CRM tools is inferred as critical due to the nature of the role focusing on customer experience management.

👔 Cultural Fit Considerations

Company Values:

• Customer-centric innovation
• Integrity in all operations
• Commitment to improving healthcare outcomes

Work Style:

• Collaborative teamwork environment
• Emphasis on flexible, adaptive problem-solving
• Focus on entrepreneurial thinking and initiative

Self-Assessment Questions:

• How do I handle cross-functional challenges?
• What examples can I share of successful strategic planning?
• Am I comfortable with a fast-paced, dynamic work environment?

ASSUMPTION: The cultural fit emphasizes innovation and collaboration given the company’s growth phase and size.

⚠️ Potential Challenges

• Managing customer expectations across international markets
• Aligning diverse departments towards unified customer objectives
• Navigating regulatory demands in different countries
• Balancing strategic and day-to-day operational tasks

ASSUMPTION: Challenges in the role likely pertain to international coordination and managing diverse customer needs.

📈 Similar Roles Comparison

• Roles at larger organizations may offer more specialized departments, while this role requires broad expertise
• Similar roles might not involve as direct influence on product strategies and innovation
• The entrepreneurial aspect is more pronounced due to the company's size and structure

ASSUMPTION: Comparison suggests that this role offers broader responsibilities and the opportunity for impact in a smaller, growing company.

📝 Sample Projects

• Developing a global customer satisfaction survey
• Implementing a new CRM system for streamlined customer service
• Designing a co-promotional program with strategic partners

ASSUMPTION: Projects are assumed to relate directly to improving and measuring customer satisfaction.

❓ Key Questions to Ask During Interview

• How does this role align with the company’s growth strategy?
• What are the key success metrics for this position?
• How does Spectrum Vascular support innovation?
• What are the company’s major markets and future expansion plans?
• How is feedback from international customers integrated into product development?

ASSUMPTION: These questions aim to understand the role’s strategic impact and expectations within the company.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare your resume highlighting relevant experiences
• Expect an HR screening call if shortlisted
• Be ready for assessments and interviews
• Follow up within two weeks if no response is received

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.