• Lead an experienced team of professionals: lead, coach, and develop a team of 5+ Account Directors (ADs) and Customer Success Managers (CSMs) in the UK healthcare team, building a strong performance culture based on accountability, collaboration, and customer centricity. • Own retention and growth across the current customer base: drive account retention, development, and long-term customer value across our UK healthcare business. • Drive detailed account planning and oversee execution: work closely with the team of ADs and CSMs to develop growth plans for each account and oversee their execution. • Act as strategic account lead: take direct ownership of customer success within a select few strategic customers, build senior customer relationships, and position Digital Workforce as a trusted long-term transformation partner. • Develop a customer management model for the global healthcare business: implement consistent customer management models, governance, planning practices, key performance indicators, and operating cadence for the global healthcare business. • Align across teams and functions: work closely with internal stakeholders and external partners to improve quality, customer experience, and delivery outcomes.

• Build and strengthen customer relationships: develop trusted relationships with key stakeholders across customer organisations and act as a trusted partner for operational and service-related matters. • Drive long-term customer value: help customers progress in their automation and AI journeys by understanding their priorities, supporting the identification of new automation opportunities in key target areas, and fostering long-term partnership development. • Manage customer success and service delivery: proactively manage the successful delivery of services across assigned NHS customer accounts, ensuring customers achieve their expected outcomes and value from our solutions. This includes collaborating within internal delivery teams and external partners. • Drive account growth: work closely with key customer stakeholders, Account Directors, and the wider UK healthcare team to identify opportunities for upselling and cross-selling into your existing customer base. • Maintain and close pipeline: for accounts without an Account Director assigned, there will be a requirement to own the forecasting, qualification, deal progression, and conversion of upsell opportunities. You will be supported by the commercial team in all engagements.

• Be the trusted advisor and advocate for 150-200 customers • Engage customers with regular strategy calls • Collaborate with HubSpot teams for successful renewal • Determine customer goals and create customized strategic plans • Monitor customer health and build risk mitigation plans • Resolve customer inquiries with appropriate resources

Role Description The Customer Service Manager – Edge is responsible for building, leading, and sustaining a best-in-class Customer Service organization supporting CAM’s Edge brands (Metal Era and Hickman Edge Systems) at the Waukesha, WI and Asheville, NC locations. This role is accountable for developing a strong, engaged team, establishing clear and documented processes and SOPs, and delivering highly responsive, agile, and reliable service in a seasonal, demand-driven business environment. Reporting to the Director, Customer Service – CAM, this leader drives operational excellence within customer service while leading the team through SAP integration, process standardization, and adoption of Carlisle enterprise standards. The ideal candidate is a strong people leader who can balance service speed, accuracy, and consistency while continuously raising performance expectations. Qualifications - 5+ years of experience in customer service or order management in a fast-paced B2B environment - 2+ years of people leadership experience, preferably multi-site - Demonstrated experience building teams and implementing SOPs - Proven ability to lead through system and process change Requirements - Knowledge of customer service operations in a B2B manufacturing or distribution environment - Order management and customer-facing workflows - Process design, documentation, and SOP governance - ERP-enabled customer service processes (SAP preferred) - Seasonal and demand-driven business models - Carlisle standards, COS, or Lean/continuous improvement principles - Service performance metrics such as responsiveness, cycle time, accuracy, and customer satisfaction - People leadership and coaching skills - Process development and SOP documentation skills - Change leadership and execution skills - Capacity planning and prioritization skills - Cross-functional collaboration skills - Structured problem-solving skills - Clear and effective communication abilities - Ability to build and sustain a strong service culture - Ability to drive consistency while remaining agile - Ability to lead under pressure during peak demand - Ability to translate strategy into executable standard work - Ability to influence across sites and functions - Ability to adapt quickly to shifting priorities and volume - Ability to continuously raise service performance expectations Benefits - This position is based in a typical office environment or a home office (remote). - Standard work hours are 40–50 hours per week, Monday through Friday. - Flexibility may be required based on customer and business needs. - The company supports a healthy work-life balance and offers flexible working arrangements where possible. - While customer demands may occasionally require extended hours, CAM is committed to helping employees effectively manage work and personal commitments. Working Conditions - This role involves approximately 10-20% travel for the year, primarily within the United States, to visit customers, CAM locations, and attend industry or company events.