Client Success Lead — IT Solutions & Delivery

Zones IT Solutions; Islamabad; Presencial; PKR 1.800.000 - 3.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Life insurance

Health insurance (optional)

EOBI

Voluntary pension

Complimentary meals

In-house gym

Descripción de la vacante

Zones IT Solutions is seeking a Customer Success Manager 2 to lead the client experience for assigned accounts. You will own customer escalations, manage account health, and coordinate with PMO, Operations, and Supply Chain to drive on-time deliveries and service levels.

The role requires 3 years of customer service or account management, strong communication, and the ability to work in a fast-paced environment.

Formación

• 3 years of customer service and/or account management experience.
• Familiarity with order fulfillment, corporate purchasing.
• 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.

Responsabilidades

• Own and manage the customer service experience, act as the primary point of contact for customer escalations.
• Own overall operational account 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
• 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 aroundZones 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.

Descripción del empleo

Zones IT Solutions is seeking a Customer Success Manager 2 to lead the client experience for assigned accounts. You will own customer escalations, manage account health, and coordinate with PMO, Operations, and Supply Chain to drive on-time deliveries and service levels.

The role requires 3 years of customer service or account management, strong communication, and the ability to work in a fast-paced environment.