Remote Customer Service Manager Jobs in Rome, NY

The Senior Manager, Service Enablement supports the global Service Enablement strategy for the Industrial Mobility Solutions (IMS) business and owns day-to-day execution of key enablement programs. This role applies Sales Enablement principles to the Service organization to help grow service revenue, increase service contract sales, improve customer retention, and promote consistent global service practices.

Reporting to the Global Senior Director of Sales Enablement, this role develops, coordinates, and manages Service Enablement programs for service directors, service managers, field service technicians, service operations teams, customer service teams, and related functions. The role owns assigned processes, training, tools, content, coaching resources, and measurement systems that improve the effectiveness and efficiency of IMS global Service organizations.

This is a collaborative individual contributor role that works across service, sales, marketing, operations, HR, and leadership teams. The position provides program ownership, functional guidance, and cross-functional influence to support business growth and customer success.

Manage the Service Enablement Program

• Own the planning, coordination, implementation, and continuous improvement of assigned global Service Enablement initiatives aligned to IMS business objectives.
• Manage program roadmaps, milestones, deliverables, and adoption activities in partnership with global and regional stakeholders.
• Establish and maintain standards, best practices, tools, and resources that support service revenue growth and customer retention.
• Collaborate with IMS Service Directors in AMER, EMEA, and APAC to support regional alignment and adoption.

Drive Service Sales and Customer Engagement

• Develop and deliver training, tools, and coaching resources that strengthen service selling, customer communication, and account growth.
• Support initiatives that increase service contract sales and overall service revenue.
• Partner with service and sales leaders to identify capability gaps and implement practical enablement solutions.

Build Talent and Leadership Capability

• Develop and maintain onboarding, learning, and career development resources for service employees.
• Own assigned service manager development initiatives focused on coaching, accountability, communication, and performance management.
• Partner with HR and service leadership to align enablement resources with employee development needs.

Standardize Processes and Best Practices

• Document and maintain assigned service processes, roles, competencies, and best practices.
• Partner with global and regional service leaders to improve consistency, knowledge sharing, and scalable execution.
• Identify process gaps and recommend improvements.

Enable Technology and Productivity

• Drive adoption of Salesforce, AI tools, and other technologies that improve productivity, customer engagement, and business performance.
• Develop and maintain playbooks, guides, job aids, and enablement content for global service teams.
• Reinforce effective use of tools and technology through training, communication, and stakeholder support.

Measure and Improve Performance

• Track and report enablement adoption, participation, and effectiveness metrics.
• Develop dashboards, reporting processes, and performance insights to evaluate program success.
• Monitor results, identify improvement opportunities, and recommend actions that increase business impact.
• Other duties as assigned.

KEY PERFORMANCE INDICATORS

Success in this role may be measured by contributions to improvement in:
Service revenue growth
Service contract sales growth
Customer retention
Service onboarding speed and effectiveness
Salesforce adoption and utilization
Training participation and adoption
Service manager coaching effectiveness
Service employee engagement and development
Completion of enablement roadmap milestones
Adoption of standardized service processes and tools

SUPERVISORY RESPONSIBILITIES

None. This is an individual contributor role. The position owns assigned programs and initiatives, provides project leadership and functional guidance, and influences regional and global service teams, but does not have direct people management responsibilities.

Education and/or Experience:

• Bachelor's degree required, or equivalent combination of education and relevant professional experience.
• Minimum of 7-10 years of progressively responsible experience in service, service sales, sales, commercial operations, enablement, training, or related business functions.
• Demonstrated success supporting business performance, customer engagement, revenue growth, and employee development in a B2B environment.
• Experience with service operations, service contract sales, customer relationship management, and cross-functional collaboration.
• Experience developing training, coaching, onboarding, and performance improvement programs.
• Experience with Salesforce, or other CRM, and related business technologies preferred.
• Industrial, manufacturing, transportation, material handling, energy storage, or related industry experience preferred.

Language Skills: English proficiency and fluency required. Ability to communicate effectively with global stakeholders, prepare clear business communications, facilitate training, and present information to service, sales, operations, HR, and leadership audiences.

Mathematical Skills: Ability to analyze business performance data, service revenue trends, service contract sales performance, customer retention metrics, training adoption results, and operational productivity measures. Must be able to interpret dashboards, reports, percentages, growth trends, and performance indicators to identify opportunities and recommend business actions.

Reasoning Ability: Ability to define problems, collect and analyze data, establish facts, evaluate alternatives, and draw valid conclusions. Must be able to apply sound judgment in complex, cross-functional, and global business situations. Ability to translate strategic objectives into practical programs, processes, training, tools, and measurable outcomes.

Computer Skills: Proficient in Microsoft Office, Salesforce CRM, AI-enabled business tools, and other productivity and learning technologies.

Certificates, Licenses, Registrations: No specific certificates, licenses, or registrations are required. Certifications in sales enablement, training and development, project management, change management, Salesforce, Lean/Six Sigma, or related disciplines are preferred.

Other Skills and Abilities: Strong business acumen with the ability to connect service enablement initiatives to revenue growth, customer retention, operational productivity, and employee development. Demonstrated ability to influence without direct authority across global and regional teams. Strong project management, facilitation, presentation, coaching, communication, stakeholder management, and change leadership skills. Ability to work effectively in a matrixed, global organization and manage multiple priorities in a fast-paced environment.

Other Qualifications: Knowledge of EnerSys, the Material Handling Industry, the Industrial Battery market, and/or Accessory and Ancillary products market is preferred.

TRAVEL REQUIRED: Requires domestic and international travel up to 50%.