Strategic Client Success Lead - Operations & Delivery

Zones IT Solutions; 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

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.