Manager, Client Success
Description
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 a Manager, Client Success, you will be responsible for increasing the effectiveness of Zones Client Success organization by delivering on business and sales partnerships, client support, business insight, and operational excellence. We do this through effective planning, leading a world-class operational organization, and delivering on our Client Success playbook. You will work directly with Client Success Managers, Operations leadership, Sales leadership, and various Client Support teams. You will provide insight and advice on operational needs by owning and driving key programs, participating in overall strategy decisions, creative and analytical problem solving, providing deep business insight, and assisting in implementing programs and processes. As a member of one of Zones’ most client-facing organizations, this individual possesses intellectual curiosity, creativity, strong problem-solving skills, excellent communication skills, and an ability to influence business and technical leaders across multiple stakeholder groups. The successful candidate will think strategically at a global level and develop approaches that facilitate consistent management of process execution.
What you’ll do as the Manager, Client Success:
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.
- Own and manage the customer service experience expectations
- Monitor and drive overall operational account(s) health within the assigned set of accounts
- Onboard all Clients into ZonesAssist (ServiceNOW)
- Coordinate and support identified opportunities for operational account development
- Performance Management for assigned team
- Coach and manage all Client Success Manager (CSM) team performance
- Ensure consistency of support across assigned set of accounts for the team
- Measure performance against SLAs
- Measure the success of each client-facing process
What you bring:
- Education: BA/BS in Business, IT or a related field required, or the equivalent in related experience
- 4+ years required of experience in sales, business operations, or marketing related role with project coordination emphasis or analytical emphasis
- Strong communication skills with the ability to work and lead through influence in a cross-group environment, and influence without authority in driving to resolution
- Critical thinking capabilities to analyze data to identify root cause issues and utilize only available system tools and data to propose solutions
- Ability to work in a fast-paced environment and meet aggressive deadlines
- Strong customer service skills
- Excellent organization skills and process expertise
- Excellent verbal and written communication skills
- Ability to meet aggressive deadlines
- Adaptability to an ever-changing work landscape
- Analytical with excellent problem-solving skills
Technology Focus & Requirements
- Candidate must be proficient in Excel, PowerPoint, Word, and Outlook
- ServiceNOW, CRM, Visio, PowerBI proficiency preferred
Zones offers a comprehensive Benefits package
While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, a 401(k) plan with matching provisions, paid time off, and much more. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.
At Zones, work is more than a job –with exciting careers with a global team who are client-centric, have a passion for tech, who embrace change and lifelong learning in a collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.