Customer Experience Manager

About Filta Environmental Kitchen SolutionsFilta Environmental Kitchen Solutions is the pioneering leader in active fryer management and environmental kitchen sustainability, specializing in eco-friendly services for commercial kitchens across North America. Our mission is to make commercial kitchens faster, greener, safer, and cleaner by extending the life of cooking oil, reducing waste, and improving safety.Through a robust franchise network of dedicated Franchise Owners, we offer proprietary services like:FiltaFry: Mobile, on-site micro-filtration of cooking oil and deep fryer cleaning.FiltaBio: Bin-free waste oil collection, with all used oil recycled into biodiesel.Other Solutions: Including eco-friendly drain management, kitchen steam cleaning, and cold storage hygiene.We partner with a wide range of national clients, from major restaurant chains and sports stadiums to universities and hospitals—all focused on maximizing efficiency and upholding a commitment to sustainability. The Customer Experience Manager plays a critical role in upholding the quality and satisfaction that defines the Filta brand for our most important National Accounts.Position OverviewWe are seeking a highly motivated and experienced Customer Experience Manager to take ownership of the relationships with our National Customers following the initial sales agreement. This critical role is responsible for ensuring the successful long-term retention and renewal of national agreements by providing exceptional post-sales customer engagement, satisfaction measurement, and issue resolution. The ideal candidate will bridge the gap between sales and operations, serving as the primary post-closing relationship owner and a key driver of customer loyalty. This position reports directly to the Chief Operating Officer (COO). The Customer Experience Manager is responsible for leading, mentoring, and developing a small team of 2–3 direct reports, fostering a culture of excellence in customer service and experience.Key ResponsibilitiesThe Customer Experience Manager serves as the primary post-sale contact for all National Customers. This role is vital for the renewal of national agreements by driving high levels of customer satisfaction and loyalty throughout the contract lifecycle. Key tasks include:Developing and executing strategies for proactive customer engagement and relationship building.Measuring service satisfaction through regular customer audits and formal feedback mechanisms.Leading the efficient and effective process for complaint resolution, acting as the escalation point to ensure prompt and satisfactory outcomes for National Customers.This role oversees the Customer Quality Assurance (QA) Program, which includes managing online customer satisfaction surveys and follow-up phone calls. The manager will analyze QA data and customer feedback to drive system-wide improvements.Identify trends, areas for improvement, and underperforming Franchise Owners.Collaborate closely with the Operations team to ensure identified underperforming Owners receive timely and appropriate operational support and resources to improve service quality.Develop and implement corrective action plans with Operations to address systemic customer experience issues.QualificationsExperience: Minimum of 5 years of experience in account management, customer success, or customer experience, preferably managing B2B or national accounts.Skills: Proven track record in relationship management, conflict resolution, and driving customer loyalty. Strong analytical skills with experience managing QA programs and utilizing customer feedback data.Leadership: Demonstrated experience in successfully leading and developing a small team.Communication: Exceptional written and verbal communication skills, with the ability to engage effectively with C-level customer contacts and internal stakeholders.Education: Bachelor’s degree in Business, Communications, or a related field is preferred.Benefits & Culture We believe in supporting our employees with a competitive package and a rewarding work environment.Compensation: The anticipated base salary for this role is $75,000, commensurate with experience.Comprehensive Health Coverage: Access to quality medical, dental, and vision insurance plans.Time Off: Generous paid time off (PTO) and paid holidays.Work Environment: Enjoy a great work culture built on collaboration, sustainability, and respect, with opportunities for growth and development.Location: The ideal candidate must be able to work from our Orlando office two days per week.