Client Success Manager

　　Field Sales Islamabad, Pakistan

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　　Description

　　Position at Zones

　　Job Description

　　To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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 essential functions.

　　Order Fulfillment – Process orders and quotes in a timely and accurate manner.

　　Relationship Building – Interact and build relationships with customers on a daily basis.

　　Customer Service – Provide for Customer operational and reporting needs.

　　Sourcing – Process, coordinate and manage to off catalog customer requests.

　　Project Management – Conduct account planning and coordination of needs.

　　CAM Lead: In addition to the strategies and essential function of the CAM I, the CAM II strategies and functions will include:

　　A primary focus on new accounts for their first 6 months as well as at risk accounts on the Service Desk.

　　Mentoring new CAM I people on the service desk.

　　Process

　　List critical processes this individual will undertake to achieve targeted results.

　　Order Fulfillment – Process orders and quotes in a timely and accurate manner

　　Create quotes and orders flawlessly.

　　Meet or exceed customer/contract SLAs on Quote delivery

　　Meet or exceed customer/contract SLAs on Order placement

　　Continuously monitor open orders and expedite where needed

　　Provide comprehensive and timely communication to customers and Sales

　　Relationship Building – Develop solid relationships with Zones customers.

　　Interact with customers on a daily basis.

　　Establish relationships with multiple people in multiple departments

　　Constantly communicate outstanding orders, constraints and alternatives.

　　Coordinate and encourage Zones team member interactions with accounts

　　Customer Service – Provide for Customer operational and reporting needs.

　　Provide proactive action to provide 5 star service.

　　Have a complete understanding of the Zones Service Catalog

　　Be the first and primary line of contact on all customer issues and concerns

　　Engage Sales to coordinate communication of service and needs.

　　Ensure that timely and impactful reporting is provided to the customer

　　Sourcing – Process, coordinate and manage to off catalog customer requests.

　　Ensure custom catalog maintenance on Zones Connect

　　Process project worksheets for inventory allocations

　　Monitor and coordinate inventory management activities. (Hardware)

　　Monitor and provide support activities on Customer contracts (Software)

　　Project Management – Conduct account planning and coordination of needs.

　　Actively participate in pipeline growth and maintenance activities

　　Uncover future needs through constant value driven interactions.

　　Understand account dynamics and look for ways to increase profitability

　　Understand Zones automation capabilities and look for opportunities to provide those services to customers.

　　Coordinate with PMO or Enterprise Operations on new customer roll outs

　　Metrics

　　Customer response time

　　Opportunity follow up consistency

　　Quote and order accuracy

　　Case management

　　Account automation

　　Required Skillset

　　Experience in Enterprise level sales

　　Strong customer service skills and commitment to meet or exceed customer requirements

　　Excellent organization skills and process expertise

　　Ability to work in a fast-paced environment and meet aggressive deadlines

　　Excellent verbal and written communication skills

　　Ability to negotiate, influence, and persuade

　　Analytical with excellent problem-solving skills

　　Ability to work with little or no supervision

　　Zones offers a comprehensive Benefits package: At Zones, we are committed to fostering an inclusive and diverse workplace. We provide comprehensive benefits to support our employees, including health insurance coverage for parents, spouse, and children, life insurance, pension fund scheme, EOBI, and on the house free quality food, gym, and much more. We embrace equal employment opportunity, free from discrimination based on various characteristics, and offer an exciting career immersed in an inventive, collaborative culture.

　　At Zones, work is more than a job –with an exciting career with a global team who are client-centric. If you are enthusiastic about working on the cutting edge of IT innovation, sales, engineering, and operations, Zones is the perfect opportunity for you.