Mgr Client Experience - Ent

ViziRecruiter,LLC.; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Connection is seeking a Manager, Client Experience and Success to oversee onboarding for new clients and lead a regional Client Experience Team. You will guide process improvements, train staff, and handle escalations to ensure seamless client integration.

You will leverage extensive IT purchasing knowledge and instruction on enterprise product usage while coordinating with Sales and Marketing for client success.

Qualifications

• Bachelor's Degree or equivalent combination of education and work experience.
• 15+ years of work experience to qualify for role.
• 18+ years total experience for full proficiency.
• Strong understanding of technology equipment in enterprise environments.
• Advanced Excel and Microsoft Office usage for project management.

Responsibilities

• Coordinate Client OnBoarding efforts and ensure checklist accountability.
• Lead Client Experience Team, provide feedback, and manage performance evaluations.
• Develop training materials and coordinate internal/external trainings.
• Handle escalations from sales and client teams related to onboarding.

Skills

People management

Strategic planning

Microsoft Office

Outlook proficiency

Webex/Teams

IT purchasing knowledge

Team leadership

Education

Bachelor's degree

Tools

TRAXX

rep Website

IT reseller tools

Job description

Introduction

You’re the heart of Connection. A people person who loves to help, listen, and learn. Join our team of experts to grow your career and work side by side with specialists from the industry’s biggest tech manufacturers.

Overview

What We Do: We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are: Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us: You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional well-being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Working under general supervision of the Director of Client Experience and QA, referring only exceptional problems and issues for management review or approval, the Manager, Client Experience and Success, functions as an integral part of the Client Experience Team. The Manager manages a region of Client Experience team members as well as coordinates the efforts for the OnBoarding of new clients by assisting the sales organization with navigating the internal processes and requirements for account relationship implementation. The Client Experience & Success Manager performs high end tasks such as escalations, training, and identifies opportunities for process improvement. The Manager works with the Client Experience Team Leads to coordinate necessary training and best practice sharing for all Client Experience Specialists and Advisors. The Manager ensures effective team communications, workload balancing, and best practice sharing among the Client Experience Teams.
Where applicable, this position assures departmental processes are performed in compliance with applicable Sarbanes-Oxley controls.

Responsibilities

• Coordinates the efforts for Client OnBoarding.
  • Owns the client onboarding checklist and holds parties accountable for their portion.
  • Coordinates calls and specialized training sessions EAEs and IAMs for OnBoarding discovery.
  • Maintains and updates OnBoarding Checklist and process documents.
  • Communicates all changes to Client OnBoarding processes and requirements.
• Manages Client Experience Team providing ongoing feedback, managing disciplinary actions, and completing annual performance evaluations of the team with the feedback of the team leads.
  • Maintains adequate support for the business by hiring additional headcount.
  • Approves time-off requests and ensures timely and accurate completion of biweekly timecards for payroll processing.
  • PIP (Performance Improvement Plan) implementation and monitoring to help low performers receive the added training/tutoring they may need to succeed.
  • Onboards new team members by mentoring and answering questions, providing available resources, and scheduling training for applicable areas.
• Creates and delivers training and educational materials for internal departments and external clients as needed.
  • Provides content for training documents and videos.
  • Creates user training manuals, documents, and videos in conjunction with Marketing dept. as appropriate for clients and sales or operations teams Schedules Screen sharing sessions as needed.
  • Schedules group trainings for commonly needed topics.
  • Participate in the ongoing process improvement initiatives representing any unique Connection Enterprise process needs.
• Handles escalations from Account Executives, Inside Account Manager, Client Success Specialists & Advisors sent to OnBoarding Team as it pertains to Client Support.

Requirements

• Degree requirements: Bachelor's Degree or the equivalent combination of education and work experience.
• Minimum years of work experience to qualify for role: 15.
• Total years of work experience to be fully proficient: 18.
• General understanding of technology equipment as it relates to customers IT environments.
• Intermediate Microsoft Office skills including Excel for creating and using spreadsheets with formulas to help manage special projects and improve efficiency.
• Advanced knowledge of Microsoft Outlook for email to include working with a shared email box with ability to multi-task in a high-paced environment with multiple messages arriving at once.
• Working knowledge of virtual meeting software such as Webex and Teams.
• Excellent understanding of TRAXX and rep Website.
• Working knowledge of the IT reseller industry with experience in Operations.
• Advanced knowledge of IT manufacturers and all programs that they offer with ability to support Enterprise clients.
• Experience with Manufacturer Special Pricing Letters for Enterprise clients.
• Understanding of the top IT manufacturer’s products, tools, websites, and lead times with the ability to navigate the manufacturer’s tools and programs.
• Team leadership skills with ability to develop and implement performance improvement plans.
• Exposure to IT purchasing in a large enterprise environment to have knowledge of what client experiences.
• Strategic planning skills with ability to leverage resources.