Customer Experience Account Manager

About Us

Imagine a company with technology leadership of over 160 years, yet it operates with the energy of a startup. Ingersoll Rand has dedicated itself to Making Life Better for its employees, customers, shareholders, and planets. We produce innovative and mission-critical flow creation and life science technologies – from compressors to precision handling of liquids, gasses, and powers – to increase industrial productivity, efficiency, and sustainability. Supported by over 80+ brands, our products are used in various end-markets including life sciences, food and beverage, clean energy, industrial manufacturing, infrastructure, and more. Across the globe, we’re driving growth with an entrepreneurial spirit and ownership mindset. Learn more at irco.com and join us to own your future.

Job Overview

This role plays a critical role in delivering a differentiated customer experience and driving growth within key strategic accounts across North America, including ARO, MPOB/IRP, Hartell, and Rotodel brands. This role serves as the primary relationship owner and trusted advisor for high-value customers within key growth segments such as Data Center and Advanced Dispense. The position is accountable for end-to-end account management, ensuring seamless execution across the order-to-cash lifecycle while proactively identifying opportunities to strengthen engagement, remove operational barriers, and support revenue growth. Operating with a high degree of autonomy, this role partners cross-functionally with Sales, Supply Chain, Operations, and Finance to influence outcomes, resolve complex issues, and deliver customer-centric solutions. The Customer Experience Account Manager is expected to balance strategic account management with operational excellence, while reducing administrative work through standardization and leveraging support resources. Location: Mooresville, NC (Onsite). Travel: Onsite with up to 5% travel.

Responsibilities

• Serve as the primary point of contact and relationship owner for assigned strategic and high-growth accounts, ensuring a consistently high level of service and engagement
• Develop deep understanding of customer business models, priorities, and growth opportunities to proactively align solutions and drive long-term partnerships
• Execute customer engagement strategies in partnership with Sales to increase market share, retention, and overall satisfaction
• Oversee complex, non-standard orders and proactively manage order flow, backlog, and delivery commitments to ensure accuracy and timeliness
• Own and manage the end-to-end customer journey, from order intake through fulfillment, invoicing, and post-delivery support
• Resolve escalations and complex issues related to pricing, inventory, delivery, and contracts using sound judgment and decision-making authority
• Handle escalations related to inventory constraints, delivery delays, pricing discrepancies, and contractual exceptions
• Collaborate