Client Success Manager – 2

Zones; Islamabad; On-site; PKR 1,800,000 - 3,000,000; Full time

Job summary

Zones IT Solutions is seeking a Customer Success Manager 2 to join our Islamabad team. The role centers on owning the customer service experience, managing the overall health of operational accounts, and coordinating with internal teams to meet SLAs and delivery standards.

You will conduct operational reviews with Account Managers and Clients, escalate issues promptly, and partner with PMO, Operations Leadership and Supply Chain to deploy solutions, manage inventory, and ensure timely delivery.

Qualifications

• Own and manage the customer service experience.
• 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.
• 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

Responsibilities

• 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.
• 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.
• Partner with the Regional Resource Coordinator to monitor client contracted SLA\'s.
• Assign actions with timelines to internal stakeholders regarding any SLAs that are not being met.
• Ensure account documentation is up to date and accurate

Job description

Description

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:

For all supported accounts, Client Success 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.

What you'll do as the Customer Success Manager 2:

Employees employed in the role of Client Success Manager shall be required to apply their independent mind and demonstrate intellectual abilities in their decision-making.

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. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.

• 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