Customer Excellence Program Manager - Systems and Processes

Your role

As a Customer Excellence Program Manager – Systems and Processes, your mission to drive operational excellence across customer-facing processes through strategic digitalization, data governance, and continuous improvement initiatives. This role serves as a key liaison between Sales, Customer Service, IT, Marketing, and Business Operations to enhance CRM System effectiveness, improve and maintain customer master data quality processes, and deliver data-driven process improvements that increase efficiency, customer satisfaction, and business performance.

You Will

• Lead and support digital transformation initiatives that improve customer sales internal processes (e.g. CRM tools, quoting, order management, e-invoicing etc...)
• Develop strategies that align Sales Operations with business goals.
• Resolve complex situations where there are conflicts between customers/suppliers and the company.
• Identify opportunities to automate manual processes, eliminate inefficiencies, and leverage digital tools to improve productivity.
• Partner with business stakeholders and IT teams to define requirements, prioritize enhancements, and implement technology solutions.
• Lead the deployment and adoption of new technologies, workflows, and digital capabilities across customer-facing functions.
• Act as a key business owner and subject matter expert for CRM System (C4C/Microsoft Dynamic) platforms.
• Drive CRM System (C4C/Microsoft Dynamics) optimization projects to improve system functionality, usability, reporting capabilities, and user adoption.
• Define and implement CRM System data standards, governance processes, and best practices.
• Collaborate with Sales, Customer Service, and Marketing teams to enhance customer visibility, pipeline management, and customer engagement processes.
• Monitor CRM System performance and recommend enhancements that improve operational effectiveness and customer insights.
• Establish and maintain customer master data governance standards.
• Oversee training and support function for CRM System and Customer Service processes
• Direct management of CRM/C4C Lead
• Lead initiatives to improve the accuracy, consistency, completeness, and integrity of customer master records.
• Identify data quality issues and develop corrective actions to improve data reliability.
• Create and manage processes for customer account creation and data maintenance
• Collaborate with ERP, CRM, and business system owners to ensure alignment of customer data across platforms.
• Develop documentation, standard operating procedures, and training materials to support process consistency.
• Establish KPIs and dashboards to measure operational performance and improvement outcomes.
• Persuade leadership with actionable insights and recommendations based on business data.
• Collaborate closely with Sales, Customer Service, Marketing, IT, Supply Chain, and Finance teams.
• Monitor CRM System performance and recommend enhancements that improve operational effectiveness and customer insights.
• Establish and maintain customer master data governance standards.
• Oversee training and support function for CRM System and Customer Service processes
• Direct management of CRM/C4C Lead
• Lead initiatives to improve the accuracy, consistency, completeness, and integrity of customer master records.
• Identify data quality issues and develop corrective actions to improve data reliability.
• Create and manage processes for customer account creation and data maintenance
• Collaborate with ERP, CRM, and business system owners to ensure alignment of customer data across platforms.
• Develop documentation, standard operating procedures, and training materials to support process consistency.
• Establish KPIs and dashboards to measure operational performance and improvement outcomes.
• Persuade leadership with actionable insights and recommendations based on business data.
• Collaborate closely with Sales, Customer Service, Marketing, IT, Supply Chain, and Finance teams.
• Accountable for ensuring inventory availability and supply chain activities are aligned with customer orders and demand.

To succeed, you will need

Education level

• Bachelor’s degree in Business, or related field

Relevant Previous experience

• 3–7 years of experience in Sales Operations, Customer Operations, Business Process Improvement, CRM Administration, Business Analytics, or related roles.
• Direct employee management
• Direct customer interaction experience
• Experience leading digital transformation, CRM improvement, or data governance initiatives.
• Demonstrated success in process improvement and project management.

Knowledge areas/Skills

• Strong ability to strategize, influence and anticipate in a business context
• Strong project management skills
• Excellent communication, negotiation, and stakeholder alignment skills
• High-level of adaptability, initiative, and accountability
• Experience with CRM platforms
• Knowledge of ERP systems and customer master data management processes.
• Proficiency in data analysis and reporting tools
• Strong analytical, forecasting, and problem-solving capabilities

Other requirements

• Excellent oral and written communication skills.
• Valid Driver’s License

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location

This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our on-site at our Customer Center in Sanborn, New York

We Are An Equal Opportunity Employer

Edwards Company considers for employment and hires qualified candidates without regard to race, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws.

No person shall be denied the equal protection of the laws of this state or any subdivision thereof. No person shall, because of race, color, ethnicity, national origin, age, disability, creed [or], religion, or sex, including sexual orientation, gender identity, gender expression, pregnancy, pregnancy outcomes, and reproductive healthcare and autonomy, be subjected to any discrimination in [his or her] their civil rights by any other person or by any firm, corporation, or institution, or by the state or any agency or subdivision of the state, pursuant to law.

Edwards is a global leader of vacuum and abatement systems. We are proud to lead the industry, pushing the boundaries of science to deliver innovative products which are intrinsic to everyday life, working in partnership with our customers and continually setting new standards. With over 150 years of rich heritage, Edwards is the partner of choice for tens of thousands of customers in critical applications around the world. Vacuum is required in diverse sectors, from the generation of power to the production of steel, to the challenging environments of space simulation and high energy physics research.

At Edwards, we believe there is always a better way. Our employees are full of ideas. When looking to add a new team member, we are looking for someone that can appreciate what the Edwards Team has done and bring their new ideas and perspective to enhance where we can go. At Edwards you get to be part of something big; we work globally, but also get the opportunity make a difference locally in our own discipline. We work hard to attract, motivate, develop and retain the best talent from the diversity of people across the globe. Our vision to be First in Mind, First in Choice relies on this strategy. We are an Equal Opportunity Employer.

For more information about Edwards visit our website: www.edwardsvacuum.com

A division of Atlas Copco