Client Success Manager
Auburn, Washington, United States
• Primarily assigned on Zones Enterprise Client “FedEx” and “Teleperformance”• Own and manage the customer service experience; Act as the primary point of contact for customer escalations• Dealing with all Hardware, Software and other asset management services using leading ERP systems like MS Dynamics, Sales Force, SAP ARIBA, SAP Buyer's Quest and SERVICE NOW.• Working with Commercial Brand Champs for IBM, Cisco, Apple, Dell, HP, Zebra, Adobe, Oracle, VMWare and Microsoft in Opportunities and Deal Registrations.• Expert in Hardware Solution designing for Cisco Networking BOM, IBM Server configuration and Oracle NetSuite Licensing.• Providing and managing Sales Solutions for Workplace Modernization, Cloud Computing and developing IOT projects.• Internal reporting to ensure key SLA and metrics are being met• Partner with PMO, Operations Leadership and Supply Chain for deployments, inventory management, and Delivery standards• Listen for customer pain points and coordinate the appropriate resources to alleviate• Manage issue resolution and risk mitigation• Coordinate with internal operational teams to minimize risks• Measure the success of each client-facing process• Own and manage the client operational relationship• Consistent engagement with key operational contacts at the client• Understanding of client’s needs and Zones operational offerings• Partner with the Regional Resource Coordinator to monitor client contracted SLA’s• Partner with the Regional Resource Coordinator to assign actions with timelines to internal stakeholders regarding any SLAs that are not being met• Coordinate with internal departments and their leaders to provide quick resolution to client concerns through the assignment of actions with timelines to identified individuals in various departments• Coordinate with the Account Manager, client, and key Zones internal operational teams to assure risk mitigation around aging inventory, aging payables, and cycle time optimization.
