{"id":3279628,"url":"https://alion.io/job/data-watch-systems-customer-experience-regional-manager","title":"Customer Experience Regional Manager","company":{"id":4422791,"name":"Data Watch Systems","domain":"datawatchsystems.com","url":"https://alion.io/company/datawatchsystems","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bethesda, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":75000,"max":90000,"currency":"USD","period":"year","gross":null,"usd_annual":90000},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-26T15:50:54Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-11-02T18:53:28Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Overview\nAs the Customer Experience Regional Manager, you will be responsible for ensuring our customers receive the best experience and leading/developing a team of Customer Experience Account Managers. As a leader, you will manage the staff to drive established metrics for the group - ensuring the highest customer satisfaction. Though not reporting directly, you will have oversight and influence on the assignment of the regionalized team with your region of responsibility.\nReporting to the Director of Customer Experience, your leadership will be pivotal in fostering a collaborative and high-performing team environment among your staff, ensuring targets are met. You will lead the group and engage deeply with Datawatch subject matter experts and customers to understand their needs, drive customer satisfaction and promote upsell and cross-selling strategies. You will train staff, enabling team members to deliver exceptional customer solutions and experiences, champion cross-selling efforts, and ensure the team's success. You will collaborate in creating KPIs across the department and monitoring to ensure delivery and success.\nApplicants must be willing to submit to a drug screening and criminal background check. EOE/M/F/V/D-DCJS #11-2294 \nLocation: Bethesda, MD\nTravel: 20-35%\nSalary Range: $75,000 - $90,000\nResponsibilities\nDevelop Policy and Procedures for Customer Experience\nMonitor, and report on KPIs for the group.\nEstablish Training Outline for Team Members\nCollaborate with Internal Datawatch Departments and Accounting \nLead Departmental Projects, as assigned\nLiaise with Onboarding and Account Management leads and team members\nLiaise with Product Development to fulfill client and internal needs\nSuggest continuous improvement efforts and foster innovation to enhance customer experiences, stimulate business growth, and ensure adherence to processes and strategies. \nCreate a cohesive, collaborative, team environment across the group.\nAct as a Project Manager, ensuring accountability and timely execution to all customer inquiries. \nAbility to work outside of standard business hours in support of customer inquiries / business needs.\nMay be required to travel for extended periods of time.\nAdditional duties as assigned\nQualifications\n4+ years of experience in Customer Service/Experience/Success teams, with a proven track record of highest customer satisfaction. \n2+ years of hands-on experience in customer-facing technical role.\nDemonstrated ability to drive and execute a strategic customer support plan.\nProven track record of solidifying and driving revenue growth through strategic customer engagements/account renewals. \nGenuinely compassionate about the experiences you and your team create, with an authentic customer service mindset focused on innovation and continuous improvement. \nStrong communication and presentation skills, with the ability to articulate complex ideas.\nYou thrive in dynamic, fast-paced environments and are known for effortlessly navigating and leading through change, ensuring a strategic focus on customer success and consistently exceeding business objectives. \nMeticulously organized and detail-driven, you excel under pressure. \nProven track record of collaboration within cross functional teams.\nPrior customer service/account management experience \nStrong presentation and customer skills, with a clear ability to establish your credibility.\nExcellent writing and speaking skills.\nStrong skills with Microsoft Suite tools.\nBachelor’s degree preferred. \nExperience in Commercial real estate is a plus.\nBenefits\nChoice of Medical Insurance plans\nChoice of two Dental Insurance Plans\nVision Insurance\nMedical and Dependent Care FSA Accounts\n401K Plan with a discretionary employer match\n529 Plan Access\nEmployee Assistance Program\nCommuter and Parking Benefit\nShort-term Disability and Long-term Disability Insurance\nEmployer-paid 50K Life and AD&D Insurance\nVoluntary Life Insurance for Employee, Spouse and Children\nVoluntary portable Accident, Critical Illness Insurance, Hospital Indemnity Coverage\nAnnual performance evaluation and salary adjustment consideration\nPaid holidays, sick and vacation leave\nJob-related tuition reimbursement","description_format":"text","description_chars":4217,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["401k plan","Dental insurance","Health insurance","Life insurance","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-26T15:50:54Z"}],"visa":[],"liveness":{"score":22,"band":"cold","label":"Long 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