Client Success Manager I

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 escalationsOwn overall operational account(s) healthInternal reporting to ensure key SLA and metrics are being metConduct operationally focused business reviews routinely with Account manager and ClientPartner with PMO, Operations Leadership and Supply Chain for deployments, inventory management, and Delivery standardsListen for customer pain points and coordinate the appropriate resources to alleviateManage issue resolution and risk mitigationProvide quick resolution to client concernsCoordinate with internal operational teams to minimize risksPerformance ManagementMeasure the success of each client-facing processEnsure support consistency across assigned accountsMeasure performance against SLAsMeasure the success of each client-facing processOwn and manage the client operational relationshipConsistent engagement with key operational contacts at the clientUnderstanding of client’s needs and Zones operational offeringsProvide oversight into all KPI’s being tracked for client and then coordinating operational resources to ensure they are being metEnsuring any client related issues are properly addressed to the satisfaction of the clientOwn overall operational account healthPartner with the Regional Resource Coordinator to monitor client contracted SLA’sPartner with the Regional Resource Coordinator to assign actions with timelines to internal stakeholders regarding any SLAs that are not being metEnsure account documentation is up to date and accurateUtilize CAM Dashboard daily as well as other reporting elements to ensure key metrics are being metIdentify opportunities for account developmentConstantly assess internal operations; identify and assign action with timelines around Zones process improvementsDrive account entanglement through the expansion of operational offeringsManage issue resolution and risk mitigationCoordinate 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 departmentsPresent action plan for issue resolution to Account Manager with scheduled follow-ups until resolution achievedCoordinate 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 managementDemonstrated strong communication and proven ability to resolve complex issues in a timely fashionAbility to work in a fast-paced environment with diverse groups and meeting aggressive deadlinesExcellent verbal and written communication skillsExperience presenting to top tier clientsAbility 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.

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.