Manager, Customer Experience

Ingram Micro • Williamsville, NY

12d

About The Position

Accelerate your career. Join the organization that's driving the world's technology and shape the future. Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey! Primary Focus: Primary focus on operational workflows, efficiency, execution, and optimization of workgroup • Coach team members to develop a highly effective customer enablement team. • Align overall revenue enablement strategy to high-level business objectives. • Provide focus, strategic planning, vision and execution of workgroup operation and design. • Enable and support a great customer experience and the achievement of our business objectives. • Act as second level escalation point of contact for operational situations. • Provide coaching and mentor team members to build confidence.

Requirements

• A high school diploma (or equivalent) required, bachelor’s degree preferred (or additional relevant experience in a related field)
• Minimum of 5 years’ functional experience including a minimum of 4 years of position specific experience and 2 years of supervisory experience or 4 years of leadership experience.
• Sales enablement experience, negotiations, coaching and developing associates in high performance culture, transactional management, and attention to detail and follow through.
• Excellent verbal and written communication skills; ability to present in both technical and non- technical terms to large and small audiences.
• Proficient knowledge of Ingram Micro products, services, processes, systems, and value proposition
• Lead others by setting performance expectations and managing execution.
• Coach and develop the skills and knowledge of others.
• Demonstrate business and financial acumen.
• Provide leadership and direction to other team members in a positive and productive manner.
• Multi-task, respond to rapid change, manage projects, manage detail, manage relationships and resources.
• Set realistic and achievable goals/objectives and timelines.

Responsibilities

• Maximize efficiencies and effectiveness of workgroup business processes.
• Collaborate effectively with process stakeholders to develop enablement initiatives and strategies to maximize profitability and the customer experience.
• Manage customer enablement teams through onboarding, coaching, development, and top talent retention.
• Conduct weekly 1:1's with all team members; review challenges, wins, and associate development plans.
• Provide second level escalation support for process and/or operation related issues.
• Use leadership and focus to leverage the strengths of the team and each team member.
• Utilize activity metrics to support efficiencies and align them with business objectives and wanted behaviors.
• Create an environment of accountability, responsibility, and collaboration.
• Create strategic plan for the revenue enablement team in conjunction with revenue accountable plans aligned with customer needs and the IM value proposition.

Benefits

• U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees