Manager, Customer Experience

About Elevaris Medical Devices Tired of working at a " good" job? At Elevaris, our goal is not to be good, it's to be extraordinary. Extraordinary performance comes from extraordinary people. And the foundation for extraordinary people is extraordinary culture. Our values describe the behaviors that define our unique culture. They are what set us apart and what makes us trusted leaders in our field. Elevaris Medical Devices is leveraging a legacy of trust and expertise to usher in a new era of precision medical device development and manufacturing capabilities. We are development and engineering experts focused on delivering precision solutions to our medical device customers. Elevaris Medical Devices is one of the world's leading manufacturers of made-to-spec procedural needles. Beyond needles, we are also a Contract Development and Manufacturing Organization (CDMO) to industry-leading, multi-national healthcare companies, global original equipment manufacturers (OEMs), and emerging technology companies. We also distribute a wide range of complementary pharmaceutical products, surgical instruments, and medical supplies. ROLE PURPOSE The Manager, Customer Experience leads the customer-facing account management function for existing business, ensuring a consistent, proactive, and exceptional experience across the customer lifecycle. This leader builds a high-performing team that strengthens customer relationships, anticipates needs, and delivers on commitments. Partnering with Commercial, Supply Chain, Manufacturing, Engineering, Quality, and Program Management, the role drives effective execution, transparent communication, and cross-functional accountability. Through data-driven leadership and continuous improvement, this position helps protect and grow existing business and strengthen customer confidence in Elevaris. KEY RESPONSIBILITIES & ACCOUNTABILITIES Customer Experience Strategy & Leadership Develop and execute a customer experience strategy aligned with Elevaris’ commercial objectives, business priorities, and commitment to exceptional customer service. Establish consistent service standards, clear account ownership, and proactive customer engagement practices across the US and UK Customer Experience teams. Champion a customer-centric culture that anticipates needs, builds trust, strengthens relationships, and differentiates Elevaris through the quality of the customer experience. Accountable for the overall effectiveness of the Customer Experience function, consistent service delivery, and continuous improvement in customer satisfaction and retention. Strategic Account Management & Customer Relationships Provide leadership and oversight of ongoing customer account management, with particular focus on Elevaris’ largest and most strategic customers and their steady-state business. Ensure effective execution of Quarterly Business Reviews (QBRs), including customer performance, operational KPIs, forecasts, business risks, and improvement commitments. Partner with Commercial leadership to understand evolving customer needs, proactively address relationship risks, and identify opportunities to protect and grow existing business. ccountable for strong customer relationships, effective account management practices, and proactive management of customer expectations and commitments. Operational Execution & Customer Commitments Oversee customer account management processes, including customer setup, order management, pricing verification, contract review coordination, backlog management, and order fulfillment tracking. Ensure customer forecasts, purchase order coverage, demand changes, and delivery requirements are accurately communicated and coordinated with Supply Chain, Planning, Manufacturing, and Finance. Establish clear escalation and recovery processes for delivery delays, order discrepancies, and other issues affecting customer commitments, ensuring timely communication and resolution. Accountable for reliab…

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