Client Success Manager - 2

　　Field Sales Islamabad, Pakistan

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　　Description

　　Position at Zones

　　C SM - 2 Roles and Responsibilities

　　For all supported accounts, Client Succe s s places themselves on the front lines with customers and functions in the following areas mainly to manage customer expectations, Zones resource coordination, order management, inventory/logistics management, relationship development, addressing day to day challenges, manages product delivery expectations, returns management, responding to RFQs, Bid & solution creation with competitive pricing by engaging subject matter experts, customized reporting, pricing program maintenance, case management and account mailbox management.

　　Task and Mail Management:

　　Management of tasks via ZonesAssist (and mailboxes ) is critical to business relationship management. ZonesAssist is designed to be the primary method and single point of contact for order and opportunity management for developing accounts at Zones. On C SM supported accounts, C SM s are the primary caretaker of t asks, overseeing task times via their dashboard in ZonesAssist . C SM s are to ensure all internal and external emails are responded to in a timely and professional manner.

　　Order/Quotes Creation:

　　On Client Success supported accounts, the Quote and Order team is responsible for all quote creation . QO specialists will create and provide correct and timely quotes to clients , from client requests via ZonesAssist . While quotes are being created, QO s pecialists will ensure clients are being updated of the status of their quote. C SM s will ensure all SOPs are maintained for order placement and maintain open order oversight, to ensure all orders are being placed in a timely manner, without issue.

　　Opportunity Management:

　　On C S M supported accounts , C S Ms may submit opportunities through CRM, when needing to engage additional resources when working on a solution build. The AE is responsible for managing the opportunity from the initial opening stage to closure.

　　Returns Management:

　　Returns to be submitted and managed to closure by the CSM, via client request in ZonesAssist . C S Ms will manage these cases closely, providing timely information and updates both to the client and internal teams.

　　Inventory Management :

　　On C SM supported accounts, the CSM is responsible for allocation creation and the management of any inventory received. The AE and C S M should collaborate to confirm quantities required for an allocation. The C S M should also review inventory levels and help to move inventory before it becomes distressed by utilizing it on any new client requests. C S Ms consistently review and work to deplete aging and distressed inventory , ensuring timely updates to leadership. CSMs must be collaborating with Sales to ensure aged and distressed inventory is strategized and discussed with the client.

　　Pricing Program Management:

　　On C S M supported accounts, the AE, C S M, OEM partner and/or the Pricing desk team would collaborate to maintain client pricing programs to ensure they receive consistent and accurate pricing. Knowledge Based articles/SOPs (housed in ZonesAssist ) must routinely be maintained to reflect most up to date pricing information. CSMs will also manage and maintain client catalogs , ensuring this is reviewed on a reoccurring basis both independently and with the client.

　　Client Relationship Management:

　　On C SM supported accounts, the C S M will own the day-to-day relationships with the key client contacts allowing the AE to focus their time on strategic relationships. C S Ms will work to understand client’s business, internal hierarchy, and requirements. C S Ms will have regularly occurring meetings with client . C S Ms will be responsive, solution driven, and professional, when engaging with the client.

　　Issue Management:

　　C S Ms are responsible for notifying C lient Success Leadership as soon as they are aware of an escalation, ensuring they provide all details they possess as well as possible correction next steps . On C S M supported accounts, C S M leadership w ill assist escalations and issues by working with all necessary teams for resolution.

　　Margin Management:

　　On C S M supported accounts, the AE own s all profitability decisions around a client. The C S M will look for opportunities to optimize margin, o ptimizing margin is about moving the conversation away from price to focus on value by using Zones’ PAIFS methodology, while simultaneously using QBS techniques to become the First Choice and trusted advisor for all our Clients’ IT needs. C S Ms will work to further maximize account’s margin by leveraging the below key tools throughout the sales cycle, from the initial conversation through to finalizing the deal.

　　Volume Price Agreement (VPA)

　　ZonesConnect ™

　　Deal Registration (Deal Reg)

　　Supply Chain (via Pricing Desk case)

　　Freight Margin

　　Selling new technologies

　　Upsell, cross-sell and attach

　　Selling solutions

　　Selling LCM

　　Order Management:

　　On C S M supported accounts, the C S M is responsible for running open order and stopped line reports to ensure product is moving through the order cycle. The C S M would then perform any activities needed when there are order issues or work with internal team member to assist.

　　Account Documentation Management:

　　On C S M supported accounts, the C S M is responsible for ensuring there is a n up-to-date Knowledge Based Article/ SOP around order placement and any documentation specific to the client.

　　C S M Success Factors

　　C S Ms achieve expectations by following the 5 Ps . being proactive, prepared, precise, prescriptive, and practiced. The following provides the essence of the Zones Client engagement philosophy:

　　PROACTIVE

　　Proactive behaviors and practices:

　　Running account reports (on-hand inventory, open order, wait for customer, stopped lines, etc.)

　　Schedule activities for day, month, year

　　Maintain account standards and catalogs .

　　Seek resolution by providing solution options when presenting obstacle .

　　PREPARE

　　Prepared behavior and practices:

　　Process knowledge

　　Knowledge of and ability to utilize tools .

　　Ensure team email is organized and maintained .

　　Obtain and train 1-3 backups .

　　PRESCRIPTIVE

　　Prescriptive behaviors and practices:

　　Provide thorough and complete information and direction, internally and externally .

　　Clear, professional, concise communication, internally and externally

　　Work to streamline and improve processes .

　　PRECISION

　　Precision behaviors and practices:

　　Create and maintain account SOP documents .

　　Manage inventory and SKUs .

　　Maintain SLAs

　　Case management

　　PRACTICE

　　Practice behaviors and activities:

　　Escalate to appropriate parties at appropriate times .

　　Knowledge of customer’s requirements (contractual SLAs, buying and billing cycles, etc.)

　　Ownership

　　Seek opportunities for sales growth .

　　Build client relationship .

　　Additional areas of focus:

　　Working to achieve client adoption of Zones tools and processes ( myZones , ZonesAssist ).

　　Being the operational point of contact for the client and Sales; ensure processes in place are streamlined, efficient and effective.

　　Timeliness: be it internal ly driven requests, tasks completion for clients or overseeing a cadence meeting, CSMs must be nimble and efficient with their time. CSMs are expected to be on time for conference calls and meetings, ensuring notes are taken in the prescribed manner. Updates to deliverables are expected internally as well as client-facing.

　　US CSM Job Description:

　　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.

　　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.

　　Experience

　　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.