Senior Manager, Client Success

Ingram Micro•Chandler, AZ

1d•Hybrid

About The Position

At Ingram Micro, we help organizations move technology forward—securely, responsibly, and at scale. Within our IT Asset Disposition (ITAD) business, client experience is critical to trust, retention, and long‑term growth. We are seeking a Senior Manager, Client Success to lead and evolve our Client Services Account Management function with a 100% customer‑centric mindset and a strong focus on modern systems, automation, and data‑driven execution. The Senior Manager, Client Success leads a team of 10–12 Client Services Account Managers responsible for the day‑to‑day management of enterprise ITAD clients. This role is accountable for elevating the end‑to‑end client experience, strengthening inside sales motions, and building the processes, tools, and performance discipline required to meet SLAs consistently and scale effectively. This leader will play a pivotal role in re‑imagining how clients interact with our services and systems, partnering closely with internal stakeholders to improve usability, visibility, and outcomes—while ensuring that changes are adopted and sustained through strong change management.

Requirements

7+ years of experience in Client Success, Client Services, Account Management, or Customer Experience leadership
3+ years of people leadership, managing professional client‑facing teams
Proven success transforming client experience through systems, process redesign, and performance management
Strong experience with client success platforms, CRMs, service workflows, analytics, and KPI dashboards
Demonstrated ability to lead change and ensure adoption of new tools and processes
Executive‑level communication skills and comfort influencing across functions
Bachelor’s degree or equivalent relevant experience

Nice To Haves

Background in technology‑forward, product‑enabled, or services organizations that use automation and data to drive efficiency
Experience improving or launching client portals, internal tools, or digital workflows
Familiarity with inside sales or renewal‑support motions
ITAD, asset lifecycle, logistics, or regulated‑services experience (helpful but not required)

Responsibilities

Own the client experience strategy for ITAD Client Services, with a relentless focus on usability, responsiveness, and value realization.
Identify gaps in current client workflows, systems, and tools; drive improvements that make interactions more intuitive, efficient, and transparent.
Champion modernization through technology, automation, AI‑enabled tools, and new operating models that improve both client and team experience.
Lead, coach, and develop a team of 10–12 Client Services Account Managers.
Build capabilities in client success discipline, proactive account management, and solution‑oriented problem resolution.
Establish clear expectations, performance standards, and development paths to raise team effectiveness and accountability.
Define, document, and implement standardized client service processes and playbooks.
Establish clear SLAs, KPIs, and pipeline visibility to manage workload, responsiveness, and outcomes.
Build and maintain an executive‑level view of team and client performance, enabling data‑driven decision‑making at all levels.
Drive consistent inside sales motions to support retention, renewals, and expansion opportunities.
Lead change initiatives end‑to‑end—from design through adoption—ensuring new processes and tools are embedded and sustained.
Partner cross‑functionally (Operations, Technology, Compliance, Sales, Finance) to resolve systemic issues and improve service delivery.
Act as a senior escalation point for complex client issues, ensuring clear communication and measurable resolution.