- Own and manage the customer service experience; Act as the primary point of contact for customer escalations
- Own overall operational account(s) health
- Internal reporting to ensure key SLA and metrics are being met
- Conduct operationally focused business reviews routinely with Account manager and Client
- Partner with PMO, Operations Leadership and Supply Chain for deployments, inventory management, and Delivery standards
- Listen for customer pain points and coordinate the appropriate resources to alleviate
- Manage issue resolution and risk mitigation
- Provide quick resolution to client concerns
- Coordinate with internal operational teams to minimize risks
- Performance Management
- Measure the success of each client-facing process
- Ensure support consistency across assigned accounts
- Measure performance against SLAs
- Measure the success of each client-facing process
- Own and manage the client operational relationship
- Consistent engagement with key operational contacts at the client
- Understanding of client's needs and Zones operational offerings
- Provide oversight into all KPI's being tracked for client and then coordinating operational resources to ensure they are being met
- Ensuring any client related issues are properly addressed to the satisfaction of the client
- Own overall operational account health
- Partner with the Regional Resource Coordinator to monitor client contracted SLA's
- Partner with the Regional Resource Coordinator to assign actions with timelines to internal stakeholders regarding any SLAs that are not being met
- Ensure account documentation is up to date and accurate
- Utilize CAM Dashboard daily as well as other reporting elements to ensure key metrics are being met
- Identify opportunities for account development
- Constantly assess internal operations; identify and assign action with timelines around Zones process improvements
- Drive account entanglement through the expansion of operational offerings
- Manage issue resolution and risk mitigation
- Coordinate with internal departments and their leaders to provide quick resolution to client concerns through the assignment of actions with timelines to identified individuals in various departments
- Present action plan for issue resolution to Account Manager with scheduled follow-ups until resolution achieved
- Coordinate with the Account Manager, client, and key Zones internal operational teams to assure risk mitigation around aging inventory, aging payables, and cycle time optimization.
- 3 years of customer service and/or account management
- Demonstrated strong communication and proven ability to resolve complex issues in a timely fashion
- Ability to work in a fast-paced environment with diverse groups and meeting aggressive deadlines
- Excellent verbal and written communication skills
- Experience presenting to top tier clients
- Ability to work with little or no supervision
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Client Success Manager III - Auburn, United States - Zones, Inc.
Description
Company Overview:
When it comes to IT solution providers, there are a lot of choices.
But when it comes to providers with innovative and differentiating end-to-end service offerings, there's really only one: Zones - First Choice for IT.
TMZones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain.
Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services.
Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done.
Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.Position Overview:
The ideal candidate will be a passionate advocate for Zones clients and understanding of what it means to be intensely client-focused.
As a member of one of Zones most client-facing organizations, this individual possesses intellectual curiosity, creativity, strong problem-solving skills, excellent communication skills, and an ability to influence business and technical leaders across multiple stakeholder groups.
What you'll do as the Client Success Manager:
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
What you bring:
Note:
Compensation is benchmarked on local Washington area market rates.
Qualified candidates in other locations can expect a salary package that may be adjusted based off applicable cost of wages in their respective location.
#LI-EB1Zones offers a comprehensive Benefits package
While we're committed to providing top-tier solutions, we're just as committed to supporting our own team.
Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, paid time off, and much more.
And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.
At Zones, work is more than a job -with exciting careers with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a collaborative culture.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.
