Sr. Customer Experience Representative

Ingram Micro Inc; Buffalo (NY); On-site; USD 56,000 - 90,000; Full time

Benefits offered by this job

Healthcare benefits

Paid time off

401(k) plan with company match

Disability coverage

Job summary

Ingram Micro Inc. is seeking a Customer Experience Representative to enable sales and maximize outcomes for assigned customers and vendors.

You will become a subject-matter expert across products and services, collaborating with sales teams and vendors to deliver insights, technical guidance, and exceptional service. The role emphasizes customer-centric service, cross-functional collaboration, and delivering tailored solutions while staying current with industry trends and platform updates.

Qualifications

• Requires a four-year college degree or equivalent experience and 2 years functional experience.
• Experience in a sales or solutions role in the technology industry preferred.
• Strong communication and presentation skills; customer-centric mindset.

Responsibilities

• Drive insights and actions for reseller partners and vendors using the Xvantage platform.
• Develop a comprehensive understanding of the products and services across the GTM organization.
• Collaborate with the sales team, vendors, and customers to provide valuable insights and solutions.
• Conduct training sessions to ensure understanding of category solutions and value add.
• Assist in pre-sales activities, including product demonstrations and proposals to secure new business.
• Proactively engage with customers to understand goals and requirements and provide tailored recommendations.
• Stay up to date with industry trends, technology advancements, and competitive offerings.

Skills

Communication skills

Presentation skills

Team player

Customer-centric mindset

Ownership & accountability

Adaptability

Cross-functional collaboration

Education

Bachelor's degree or equivalent experience

2 years functional experience

Job description

Accelerate your career. Join the organization that's driving the world's technology and shape the future. Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!

Primary Focus: Through maximized platform utilization, our Customer Experience Representatives are focused on delivering and maximizing outcomes for aligned customers and their vendor(s) to include items such as: recruitment, training & enablement, end-customer acquisition, pipeline development, and upgrades/cross-sell initiatives utilizing platform data. As a Customer Experience Representative within a platform company, Ingram Micro, you will play a key role in enabling sales within a specific customer or category of products and services. Serving as a customer/category subject matter expert, you will collaborate closely with sales teams, vendors, and customers to provide valuable insights, technical expertise, and exceptional service. Your knowledge of the customer and/or solutions category, in addition to strong communication skills, will enable you to identify customer needs, recommend solutions, and contribute to the overall growth and success of the customer/category.

Key Responsibilities

• Drive insights and actions for reseller partners and vendors. Identifies opportunities to increase usage of the Xvantage platform for both reseller partners and vendors.
• Focused on a portfolio of customers or vendors to build a full solution.
• Develop a comprehensive understanding of the products and services across the GTM organization.
• Stay up to date with industry trends, technological advancements, and competitive offerings to position Ingram Micro as a trusted advisor and market leader.
• Develop sales collateral, presentations, and marketing materials to enable the sales team in their efforts to adopt category solutions and/or Ingram Micro value add.
• Conduct training sessions to ensure a comprehensive understanding of category solutions and value add to customer.
• Collaborate with the sales team to identify customer needs and recommend suitable solutions.
• Assist in pre-sales activities, including product demonstrations, technical consultations, and proposal development to secure new business opportunities.
• Proactively engage with customers to understand their challenges, goals, and requirements.
• Provide personalized recommendations and solutions to address their specific needs, fostering strong customer relationships.
• Work closely with key vendors to stay informed about product updates, promotions, and marketing campaigns.
• Leverage vendor partnerships to deliver the best solutions and value to customers.

What experience, knowledge and skills does a Customer Experience Rep need? KNOWLEDGE AND SKILLS

Experience in a sales or solutions role within the technology industry, preferably with a focus on platform products or services is preferred. Skilled in: Good communication and presentation skills. Self-motivated and proactive with a strong sense of ownership and accountability. Customer-centric mindset with a passion for delivering exceptional service and building strong customer relationships.

• Ability to be a team player and to collaborate with cross-functional teams and vendors.
• Adaptability to work in a fast-paced, dynamic environment and handle multiple priorities simultaneously.

REQUIREMENTS

Typically requires a four-year college degree or equivalent experience and 2 years functional experience. The typical base pay range for this role across the U.S. is USD $56,000.00 - $89,600.00 per year. The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidate’s primary work location, pay grade, and variable compensation plan. Individual base pay within each range depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range. At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties. Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check. Ingram Micro Inc. is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

With us, you’ll make technology happen in surprising ways. It’ll be a fun journey! Learn more at http://careers.ingrammicro.com

It’s no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world. What’s in it for you? Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you’re unlikely to find anywhere else. Let’s shape tomorrow.