Customer Experience Manager

The person in this position manages and supports the service account coordinator and representatives by ensuring proper customer support and services are being provided to both internal and external customers.

Duties include, but are not limited to:

• Oversee department goals and objectives to ensure they are met.
• Work closely with Sales to implement and onboard new business according to internal process and practices.
• Continuously finds ways to be “best in class” in the industry by enhancing processes and services.
• Manage and maintain department budget, personnel and day-to-day practices.
• Assist with escalated customer issues.
• Provide support to lower-level staff on non-standard case issues.
• Work closely with account representatives to support customer needs and requests.  

• Bachelor’s degree in Business, Mechanical Engineering, or related field (or equivalent industry experience).
• Minimum of 7+ years in HVAC service or industrial account management, including 3+ years in a leadership role.
• Proven ability to manage customer relationships in industrial, commercial, or manufacturing environments.
• Strong financial acumen and understanding of service contract management, cost control, and P&L accountability.
• Excellent communication, leadership, and problem-solving skills.
• Proficient with CRM and service management systems (e.g., ServiceTitan, Salesforce, or similar).
• OSHA safety knowledge and understanding of HVAC systems, components, and service operations preferred.

Key Competencies:

• Customer-focused with strong relationship-building skills.
• Strategic thinker with operational and financial discipline.
• Strong leadership and team development capabilities.
• Excellent planning, organization, and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced, service-driven environment.

Compensation:

This is a salaried exempt role. The salary range for this role and market is between $90,000 - $110,000 annually.  Factors that may affect the starting salary include geography/market and the individual’s tenure, performance, skills, education, experience, and other qualifications of the successful candidate. Employees in this role are also eligible for bonus in accordance with the terms of the Company’s applicable plan.  Employees in this role are not eligible for overtime.

Benefits:

Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability insurance. Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 10 paid holidays, and 3 floating holidays per year.

Our Culture:At Lennox, our Core Values of Integrity, Respect & Excellence are ingrained in the fabric of the organization.  They define our culture – which is about how we do business and how we treat others. Lennox is not just a workplace; we are a global community that values each team member’s contributions. As an equal opportunity employer, we are committed to recruit, develop, and retain talented individuals from a wide range of backgrounds, ensuring that everyone has the opportunity to succeed and contribute to our continued growth and success. At Lennox, you’ll take pride in our brands, knowing you are part of something special. Come, stay, and grow with us!

Disclaimers:

The compensation and benefits information is accurate as of the date of this posting. Lennox reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Lennox National Account Services (NAS), wholly owned by Lennox International, a 120+ year old company and a world leader in the Heating, Ventilation and Air Conditioning (HVAC) industry. NAS is a major, national player in the Commercial Heating Ventilating and Air Conditioning (HVAC) maintenance and service industry.

We have 100+ offices throughout the continental United States and are still growing and expanding. In the next 5 years we will double the number of Branch Offices and significantly increase annual revenue. In order to so we need good people like you, who want to grow and learn. We consistently offer the best of both to all our employees. We are an equal opportunity employer (EEOC).

Benefits:

For information regarding our impressive benefits package, please visit our web site at LII Benefits.  We have matching 401(k), comprehensive health and wellness, perks and discounts, pet insurance, free subscriptions and much more! Note: benefits may vary depending on the position and are subject to change.