The Sales Director of Customer Experience & Operations is responsible for the operational health, project execution, and long-term success of the organization’s premier Production Print accounts.
Reporting directly to the Sr. Director of Sales for Strategic and National Accounts, this leader serves as the operational backbone for the national sales team.
The primary objective of this role is to champion the customer journey overseeing program management, technical onboarding, and project timelines to ensure seamless execution.
By managing the Program Management teams, this individual removes operational barriers, allowing the sales team to focus on growth while ensuring the customer achieves maximum value through software adoption and workflow

1. Program Management Leadership
 Team Oversight: Lead and develop the Program Management teams to ensure high-standard execution across all strategic accounts as well as US Sales.
 Strategic Expansion: Leverage the proven success models established in Strategic Accounts and expand these methodologies to key and targeted
accounts across the entire US Sales organization.
 Onboarding & Implementation: Own the end-to-end customer onboarding process, ensuring project timelines are met and resources are effectively allocated.
 Operational Planning: Manage inventory forecasting and deployment schedules to ensure equipment and solutions are delivered in alignment with customer expectations.
 Barrier Removal: Identify and resolve internal operational bottlenecks that hinder the sales team ability to deliver or the customers ability to produce.

2. Customer Experience & Success
 Revenue Protection: Direct oversight of the customer experience for accounts representing the majority of the company recurring revenue, ensuring retention through proactive health management.
 Journey Mapping: Define and optimize the post-sale customer lifecycle to drive high satisfaction and long-term retention.
 Success Governance: Establish and maintain governance processes, including Executive Business Reviews (EBRs/QBRs) and Customer Health Scoring.
 Voice of the Customer: Manage feedback loops to ensure customer needs are integrated into operational improvements.
 Escalation Management: Serve as the senior point of contact for critical service or implementation issues, driving rapid cross-functional resolution.

3. Sales Consultation & Credibility
 Subject Matter Expertise: Add instant credibility to the sales process by demonstrating a deep understanding of complex customer challenges and industry pain points.
 Relationship Building: Utilize a consultative approach to disarm customers, building high-level trust and creating influential relationships at multiple levels within the client organization.
 Software Sales Support: Partner with the sales team to identify software opportunities that enhance workflow and increase customer stickiness.
 
4. Software Adoption & Solution Integration
 Implementation Excellence: Ensure that workflow software, digital front ends (DFEs), and professional services are successfully integrated to drive measurable customer ROI.
 Value Realization: Monitor software usage and adoption rates, intervening where necessary to ensure customers are utilizing the full suite of purchased solutions.

5. Operational Support for Sales Leadership
 Sales Enablement: Support the Sr. Director and four Strategic Account Managers by managing the "back-office" complexities of large-scale deals.
 Reporting & Analytics: Collaborate with the Sr. Director on performance reporting via CRM (SFDC), providing insights on customer retention, project status, and revenue mix.
 Resource Allocation: Coordinate with Professional Services and Technical Support teams to ensure the right resources are deployed at the right time.
6. Cross-Functional Coordination
 Internal Alignment: Act as the primary liaison between Sales, Professional Services, Supply Chain, and Marketing to ensure a unified customer experience.
 Process Improvement: Continuously refine internal policies and procedures related to contract implementation and service level agreements (SLAs).

Education: Bachelor’s degree in Business, Operations, or a related field.
 Experience: 10+ years in Production Print or a high-tech industry, with a heavy emphasis on operations, project management, or customer success.
 Leadership: Proven experience managing Project/Program Management teams and supporting high-level sales organizations.
 Relationship Management: Demonstrated ability to influence C-suite stakeholders and navigate complex political environments within large organizations.
 Technical Savvy: Strong understanding of workflow software and the technical requirements of production print environments.
 Operational Expertise: Proficiency in CRM (SFDC) and project management methodologies.
 Travel: Willingness to travel up to 50% to support key client implementations and reviews 
 
 
We are providing the anticipated base salary range for this role: $117,790.00-$176,390. annually. This role is eligible for commission under the terms of an applicable plan. This role is eligible for a transportation allowance.

About our Company - Canon U.S.A., Inc., is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean markets. With approximately $28.5 billion in global revenue, its parent company, Canon Inc., as of 2024 has ranked in the top-10 for U.S. patents granted for 41 consecutive years†. Canon U.S.A. is dedicated to its Kyosei philosophy of social and environmental responsibility. To learn more about Canon, visit us at www.usa.canon.com and connect with us on LinkedIn at https://www.linkedin.com/company/canonusa.

Who We Are

Where Talent Fosters Innovation.

Do you want your next professional experience to be filled with purpose and opportunity, world-class team members, and impactful work? Driven by our mission of exceeding customer expectations with our technologies and enriching the lives of our local communities and staff, we are a phenomenal team working collaboratively toward common goals. Our employees have a strong work ethic, creativity, and a cooperative spirit. We believe in integrity, respect, empowerment, and making a difference in the communities we serve. There is a strong sense of pride in what we do individually and together as a team. Join us and discover what it means to work for a global digital imaging leader with an unparalleled reputation for quality and innovation.

What We Offer

You’ll be joining a leader in digital imaging and innovation with an immense opportunity to make an impact and create your own rewarding career. We demonstrate commitment to our employees by offering a full range of rewards, including competitive compensation and benefits.

And Even More Perks!

-Employee referral bonus
-Employee discounts
-“Dress for Your Day” attire program (casual is welcome, based on your job function)
-Volunteer opportunities to give back to our local community
-Swag! A Canon welcome kit and official merch you can’t get anywhere else

†Based on weekly patent counts issued by United States Patent and Trademark Office.
All referenced product names, and other marks, are trademarks of their respective owners.

Canon U.S.A., Inc. offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more. A more comprehensive list of what we have to offer is available at https://www.usa.canon.com/about-us/life-at-canon/benefits-and-compensation

We comply with all applicable federal, state and local laws, regulations, orders and mandates, including those we may be required to follow as a federal government contractor/subcontractor.

You must be legally authorized to work in the United States. The Company will not pursue or support visa sponsorship. All applicants must reside in the United States at the time of hire.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If you are not reviewing this job posting on our Careers’ site https://www.usa.canon.com/about-us/life-at-canon, we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at https://www.usa.canon.com/about-us/life-at-canon.

#CUSA

Virtual - This position is considered virtual. The office will be open 5 days a week; however, you will not be required to report to the office unless there is a specific business need. Note that work schedules and office reporting requirements may change from time to time based on business needs.

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