Strategic Client Success Manager

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

Benefits offered by this job

Life insurance

Health insurance

EOBI

Pension scheme

Complimentary meals

In-house gym

Job summary

Zones, LLC is hiring a Customer Success Manager 2 to lead the client experience for assigned accounts in a global IT services environment. You will own client relationships, drive operational health, and coordinate with PMO, Supply Chain, and internal teams to meet SLAs and delivery standards.

You will coordinate escalation responses, deliver timely resolutions, and present action plans to Account Managers, ensuring consistent client engagement and KPI-driven performance.

Qualifications

• 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.

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 with Account Manager and Client.
• Partner with PMO, Operations Leadership and Supply Chain for deployments, inventory management, and delivery standards.
• Coordinate with internal teams to minimize risks and provide quick resolution to client concerns.
• Measure KPI performance and ensure client-facing processes meet expectations.
• Coordinate with Account Manager, client, and Zones teams to manage aging inventory and cycle time optimization.

Skills

Customer service

Account management

Communication

Problem solving

Time management

Tools

CAM Dashboard

Job description

Zones, LLC is hiring a Customer Success Manager 2 to lead the client experience for assigned accounts in a global IT services environment. You will own client relationships, drive operational health, and coordinate with PMO, Supply Chain, and internal teams to meet SLAs and delivery standards.

You will coordinate escalation responses, deliver timely resolutions, and present action plans to Account Managers, ensuring consistent client engagement and KPI-driven performance.