Customer Experience Center Coordinator

Location: Saint Paul

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Description

About Ergotron:

Ergotron, Inc. is a global leader in designing ergonomic solutions that connect people and technology to enhance human performance, health and happiness. Through its 40+-year history, Ergotron has led the industry with innovative, professional-grade products and customer-focused service. The company has earned more than 200 patents and through the Technology of Movement, established a growing portfolio of products and solutions to help create environments that promote wellness, productivity and efficiency.

Ergotron is headquartered in St. Paul, Minnesota, with a strong presence in North America, EMEA and Asia Pacific. For more information, please visit

Position Summary:

We are looking for a highly organized, customer-focused professional to manage the operations, programming, and enablement functions of our Customer Experience Center. This role is the operational and educational backbone of the center - ensuring every customer visit is flawlessly executed and Ergotron team members are equipped to use the space effectively.

Position Responsibilities:

Operations & Scheduling

* Manage all scheduling, logistics, and coordination for the Customer Experience Center, including product showroom readiness, room setup, and facility upkeep

* Coordinate internal team usage of the center, managing competing scheduling demands across customer visits and internal programming to ensure the space is consistently visit-ready

* Maintain a master calendar across internal stakeholders, customer visits, and recurring programming

* Coordinate catering, AV/tech, materials, and other logistical needs for visits and events

* Track and report on center utilization across both internal and external usage

* Continuously improve processes and standard operating procedures to increase operational efficiency and visit quality

* Provide administrative support to sales leadership as needed, including calendar management, communications, meeting coordination, and other tasks that support the broader commercial organization

Customer Visit Execution

* Serve as the primary logistics coordinator for all on-site customer visits - managing pre-visit planning, internal briefings, run-of-show, room and showroom setup, AV/tech readiness, catering, and post-visit follow-up coordination

* Act as the on-site point of contact during customer visits, ensuring the experience runs smoothly and troubleshooting any issues in real time

* Coordinate with sales, marketing, and product teams ahead of each visit to understand the customer audience, tailor the showroom experience, and align on agenda and messaging

* Oversee end-to-end logistics for virtual customer visits, including scheduling, platform setup and testing (Zoom, Teams, etc.), camera and AV configuration within the showroom, and coordination of all internal presenters and technology

* Manage the run-of-show for virtual visits, ensuring transitions, screen sharing, demos, and timing all execute seamlessly

* Maintain visit records including attendee information, agenda, outcomes, and feedback, and provide regular reporting on visit volume and engagement

* Develop and maintain standard operating procedures for both on-site and virtual visit formats, continuously refining the process based on feedback and outcomes

* Support the integration of new showroom content or product displays in collaboration with relevant teams, ensuring readiness for upcoming visits

Training & Enablement

* Develop and deliver training programs for commercial team members on how to effectively engage with and leverage the showroom during customer visits

* Onboard and train new hires on the Customer Experience Center - its purpose, layout, tools, and best practices for use

* Train new hires on showroom products, ensuring they can speak knowledgeably and confidently about what is on display

* Create and maintain training materials, guides, and resources related to the center and its product content

* Partner with sales leadership, marketing, and product teams to keep training content current as the showroom and product offerings evolve

* Responsible for timely and accurate updating of all required systems and programs necessary for sales operations including Salesforce and others as appropriate to ensure customer data is well maintained and documented. (Use for Sales and Global Services)

* Additional duties as requested.

* Supports site specific QMS initiatives for continuous process improvement.

Position Requirements (Knowledge and Experience):

* Associates of Arts (AA) or higher in Business Administration, Marketing or related field preferred

* 2-4+ years of experience in event coordination, sales enablement, customer enablement, facilities management, commercial training, or a related operations role

* Exceptional organizational and multitasking skills with strong attention to detail

* Strong communication and presentation skills; comfortable working with executive-level customers and delivering training to commercial teams

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