What are the responsibilities and job description for the Customer Experience Manager position at National Ramp?

Job Description

Thank you for your interest in joining the National Ramp team!

National Ramp is a market leader, innovator, and disruptor providing newfound freedom to elderly and disabled human beings with the greatest range of accessibility ramps in the industry. Our family has been in the access business for over 30 years, and the foundation of our growth and any success we’ve had is our Core Value to care about people.

National Ramp dealers have installed hundreds of thousands of ramps across North America, and it is truly rewarding to make a real and meaningful change in so many lives. We believe that making great ramps is only a part of our work. The greatest work we do is giving fellow humans their freedom back. When someone is literally trapped inside their home or stuck in a hospital and we are able to provide a means for them to regain their Freedom Now – that is what brings us true joy and purpose.

At National Ramp, we work hard, we are accountable, and we are results-driven. We recognize that these attributes may not be valued by everyone, and that’s OK!

Our Core Values are :

We WOW – We go the Extra Mile. We exceed expectations. We work hard and have fun. We are obsessed with our customers, we love our business, and we love what we do. We are “World Class” in everything we do.
We NOW – We GSD (Get Stuff Done) and we get it done fast. Freedom NOW. We are urgent, driven, energetic, and fast-paced. We believe in “production, then perfection”.
We Own It – We are accountable. No excuses, no jerks. We take responsibility for our actions, our job, our life, and our word by seeing things through to completion. We are nice, but we are driven for results.
We Innovate and disrupt. We are growth-minded, for us and for our customers. We never stop learning. We adapt quickly and thrive on new challenges. We constantly seek ways to disrupt the status quo and improve.
We Care . We care about people. About each other, about our customers, about our customer’s customers, about our families, and about the world. We are invested in National Ramp and behave like it’s our own business to help everyone win. We stay safe to ensure everyone goes home the way they came, every day.

Today, National Ramp is in search of a passionate and enthusiastic Customer Experience Manager who will bring their expertise to our team and help us grow to become the #1 Ramp Company in the World.

The Customer Experience Manager will define the strategy and operations of the sales team. They will ensure the team runs efficiently and productively. This individual will help train and onboard new sales team members and make data-driven recommendations to improve the sales funnel. The Customer Experience Manager will ensure the team is accountable for hitting individual and team sales targets.

Key Attributes We Admire :

Ability to build rapport across diverse personality types

Confidence and determination

Active listening skills to truly understand and address customer needs

Persistence and creativity in problem-solving

Your Key Responsibilities :

Create & track a sales pipeline to review regularly with leadership

Establish sales objectives by forecasting and developing annual sales quotas for each team member.

Maintain sales volume, product mix, and selling price by keeping current with supply and demand, changing trends, economic indicators, and competitors

Plan to ensure achievement of divisional and personal target, aligning with company sales policies and strategies

Manage, develop, coach, control, and motivate the sales force to develop their skills to ensure that a high professional standard is achieved and monthly sales target and KPI targets are met

Ensure targets are delivered through people management, performance review, reward, and individual recognition

Assess the strengths and weaknesses of the sales team and manage the sales program accordingly

Provide on-the-ground support for sales associates as they generate leads and close new deals

Meet with customers to discuss their evolving needs and to assess the quality of our company's relationship with them

Develop and implement new sales initiatives, strategies, and programs to capture key demographics

Analyze sales trends and results

Identify emerging markets and opportunities for expansion

Provide daily report on field sales success and communicate Voice of Customer (VOC) data to CEO.

Required Skills :

Sales Management Expertise :

KPI driven leadership and strong performance management skills to hold team accountable on individual goal performance.

Ability to build, motivate, develop, and engage a team.

Strategic Thinking :

Ability to develop and implement strategic sales operation plans aligned with business objectives.

Experience in providing strategic recommendations to senior management.

Leadership and Management :

Strong leadership skills with the ability to inspire and lead a high-performing sales team.

Experience in managing cross-functional teams and working collaboratively with other leaders.

Analytical and Problem-Solving Skills :

Strong analytical skills with the ability to interpret complex data and provide actionable insights.

Excellent problem-solving skills with a proactive approach to identifying and addressing operational challenges.

Communication and Interpersonal Skills :

Excellent communication skills with the ability to effectively present sales operations information to various stakeholders including the board, employees, and external partners.

Strong interpersonal skills with the ability to build and maintain relationships with internal and external stakeholders.

Technology Proficiency :

Proficiency in sales management software (CRM, EXCEL, etc.) and tools.

Requirements :

Bachelor’s degree in business administration, or a related field. A master’s degree or MBA is preferred.

Minimum of 10 years of progressive experience in sales, with at least 5 years in sales / customer experience management role.

Why Join National Ramp?

Our commitment to you goes beyond the usual. You'll enjoy a competitive salary and a comprehensive benefits package after 30 days of employment. This includes health, dental, and vision insurance, a matching 401(k), life and disability insurance, and a wealth of other resources to support your personal and professional life. With 3 weeks of Paid Time Off and additional days for statutory holidays, we ensure you have the time to recharge and enjoy life.

More than that, we offer a work environment where you're encouraged to excel and innovate. At National Ramp, your work is more than a job – it's a passion fueled by a community that values your contributions and celebrates your achievements.

Join us in our mission to create accessible spaces for everyone. At National Ramp, your work changes lives, including your own.

Location : Valley Cottage, NY (On-Site)

Salary : The salary range for this position, based in Valley Cottage, NY, is $120,000 to $150,000 per year. The final salary will be based on the candidate's qualifications and experience.

Ready to Make a Difference? Apply Now!

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Salary : $120,000 - $150,000

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