Client Success Manager I

Supply Chain Auburn, Washington

Salary: USD 23.55 - 30.07 Hourly

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Description

Position at Zones LLC.

Company Overview:

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT. TM

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

Position Overview :

The ideal candidate will be a passionate advocate for Zones clients and understanding of what it means to be intensely client-focused . This role will make sure that Zones clients are happy, engaged, and receiving maximum operational support each day. As a member of one of Zones most client-facing organizations, this individual possesses intellectual curiosity, creativity, strong problem-solving skills, excellent communication skills, and an ability to influence business and technical leaders across multiple stakeholder groups.

What you’ll do as the Client Success Manager :

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 the essential functions.

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.

What you bring:

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

Qualified candidates can expect a salary range of $23.55 - $30.07 per hour, benchmarked to the Seattle area.

Note: Compensation is benchmarked on local Washington area market rates. Qualified candidates in other locations can expect a salary package that may be adjusted based off applicable cost of wages in their respective location.

#LI-EB1

Zones offers a comprehensive Benefits package While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, paid time off, and much more. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse. At Zones, work is more than a job –with exciting careers with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.