Client Success Manager – 3

Zones LLC.•Auburn, WA

About The Position

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain, specializing in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, Zones is a Minority Business Enterprise (MBE) in business for over 35 years. The ideal candidate for the Client Success Manager role will be a passionate advocate for Zones clients, intensely client-focused, and ensure clients are happy, engaged, and receiving maximum operational support. This individual needs intellectual curiosity, creativity, strong problem-solving skills, excellent communication skills, and an ability to influence business and technical leaders across multiple stakeholder groups.

Requirements

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

Responsibilities

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
Measure the success of each client-facing process
Ensure support consistency across assigned accounts
Measure performance against SLAs
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
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
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