The posting
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:
As the Client Success Manager, you'll be involved in ensuring client satisfaction and success. Your duties include efficient order processing, fostering strong client relationships, addressing customer needs, managing inventory, and contributing to project management efforts. This role demands strong customer service skills, organizational prowess, and the ability to excel in a fast-paced environment while working autonomously.
What you’ll do as the Client Success Manager I:
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.
- Order Fulfillment – Process orders and quotes in a timely and accurate manner.
- Relationship Building – Interact and build relationships with customers on a daily basis.
- Customer Service – Provide for Customer operational and reporting needs.
- Sourcing – Process, coordinate and manage to off catalog customer requests.
- Project Management – Conduct account planning and coordination of needs.
- A primary focus on new accounts for their first 6 months as well as at risk accounts on the Service Desk.
Process
List critical processes this individual will undertake to achieve targeted results.
- Order Fulfillment – Process orders and quotes in a timely and accurate manner
- Create quotes and orders flawlessly.
- Meet or exceed customer/contract SLAs on Quote delivery
- Meet or exceed customer/contract SLAs on Order placement
- Continuously monitor open orders and expedite where needed
- Provide comprehensive and timely communication to customers and Sales
- Relationship Building – Develop solid relationships with Zones customers.
- Interact with customers on a daily basis.
- Establish relationships with multiple people in multiple departments
- Constantly communicate outstanding orders, constraints and alternatives.
- Coordinate and encourage Zones team member interactions with accounts
- Customer Service – Provide for Customer operational and reporting needs.
- Provide proactive action to provide 5 star service.
- Have a complete understanding of the Zones Service Catalog
- Be the first and primary line of contact on all customer issues and concerns
- Engage Sales to coordinate communication of service and needs.
- Ensure that timely and impactful reporting is provided to the customer
- Sourcing – Process, coordinate and manage to off catalog customer requests.
- Ensure custom catalog maintenance on Zones Connect
- Process project worksheets for inventory allocations
- Monitor and coordinate inventory management activities. (Hardware)
- Monitor and provide support activities on Customer contracts (Software)
- Project Management – Conduct account planning and coordination of needs.
- Actively participate in pipeline growth and maintenance activities
- Uncover future needs through constant value driven interactions.
- Understand account dynamics and look for ways to increase profitability
- Understand Zones automation capabilities and look for opportunities to provide those services to customers.
- Coordinate with PMO or Enterprise Operations on new customer roll outs
What you will bring to the team:
- Graduate – Any Specialization.
- Experience in Enterprise level sales
- Strong customer service skills and commitment to meet or exceed customer requirements
- Excellent organization skills and process expertise
- Ability to work in a fast-paced environment and meet aggressive deadlines
- Excellent verbal and written communication skills
- Ability to negotiate, influence, and persuade
- Analytical with excellent problem-solving skills
- Ability to work with little or no supervision.
- Bachelor's degree in business administration or any other Field
- Minimum 2-3 years of experience.
Zones offers a comprehensive Benefits package
At Zones, we are committed to fostering an inclusive and diverse workplace where every team member is valued and supported. We offer life insurance, optional health insurance, EOBI, and a voluntary pension scheme in line with Company policy. Employees also enjoy additional perks such as Complimentary meals, and access to our in-house gym.
We take pride in being an equal opportunity employer and remain dedicated to maintaining a workplace free from discrimination of any kind. If you are passionate about driving innovation in IT, sales, engineering, or operations, Zones provides a dynamic and collaborative environment to help you grow your career.
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.
Job timings: 2:00 PM to 10:30 PM (Pk time)
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