Client Success Manager - 3
Job Summary
Job Description
The Client Success Manager - 3 (CSM-3) at Zones is responsible for the growth, retention, and acquisition of new clients. This role oversees operations resources and manages client accounts to ensure optimal service delivery and client satisfaction. The CSM-3 manages key aspects of the customer relationship, including day-to-day client-facing tasks, meetings, and communication. Responsibilities include developing existing clients, onboarding new clients, lead follow-ups, and coordinating staffing opportunities. The CSM-3 will also manage client relationships, pricing programs, inventory and returns. Furthermore, the CSM-3 will handle escalations, task and mail management, and back-up account management. It is a client-facing role that requires understanding the client's business, internal hierarchy, and needs. This position contributes meaningfully in meetings.
Must have:
- 5+ years in Order Management and Customer Service
- Familiarity with order fulfillment and corporate purchasing
- Excellent verbal and written communication skills
- Experience in handling a high volume of inquiries
- “5-Star” customer focus
5 skills required
Job Details
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:
The Client Success Manager - 3 is responsible for providing financial, administrative and data entry services in order to ensure effective, efficient and accurate financial and administrative operations. Providing these services in an effective and efficient manner will ensure that A/P finances are accurate and up to date, that vendors and suppliers are paid within established time limits without any errors.
What you’ll do as the Client Success Manager - 3:
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.
The Client Success Manager - 3 (CSM-3) at Zones is a pivotal role that focuses on both the growth and retention of existing clients as well as the acquisition of new business. This senior position oversees the seamless orchestration of operations resources and the management of client accounts to ensure optimal service delivery and enhanced client satisfaction.
CSM 3s have the highest level of Client Success experience with excellent business skills, Zones knowledge, communications and account management capabilities. As CSM 3, they provide dedicated support to Zones Field Account Executives, enabling them to focus on Field Sales activities and hunting.
As individual contributors, within the CSM organization there are three levels of growth – CSM-1, CSM-2 & CSM 3 with specific roles, responsibilities & goals assigned, focused towards providing 5-Star Customer Services.
The CSM-3 is responsible for the overall account health of a client. As such, managing key aspects of the customer relationship is critical. This role is highly “client facing.” This role performs account management activities, owns the day-to-day client facing tasks, meetings, and communication which thereby allows AMs to focus their time on selling. To effectively execute, CSM-2s must understand their client’s business, internal hierarchy, and requirements meticulously.
Key Responsibilities:
- Developing existing clients
- Proactively developing existing clients by applying Zones’ sales methodology, strategically planning, and executing development strategies
- Onboarding new clients in the designated sales region via digital tools
- Same day Lead follow ups to convert MQLs into SQLs
- Staffing opportunity coordination between Client and Partner
- Back Up AM Coverage: Providing coverage for a variety of clients in the Sales region/division, depending on need, by expanding, and nurturing relationships with key Client stakeholders, influencers, and decision makers
- Coordinate with PK CSM-1 team for any burst help needed
Additionally:
- Client Relationship Management: Own day-to-day client relationships on supported accounts, allowing Sales to focus on strategic matters. Understand client business, hierarchy, and needs to contribute meaningfully in meetings and step in as needed.
- Pricing Program Management: Partner with OEMs and PPM to maintain client pricing programs, ensuring consistent and accurate pricing. Regularly update knowledge bases and SOPs to keep information current.
- Inventory Management: Manage run-rate inventory, forecast meetings, and ensure stock standards are met without excess Zones-owned stock. Coordinate closely with Demand Planning for inventory stocking needs
- Returns Management: Oversee the full returns lifecycle, ensuring compliance with Zones’ return policies. Advocate for Customer-Owned Product (COP) returns when possible to reduce client invoicing.
- Escalation Management: Act as the first point of contact for client escalations, providing solutions and escalating to leadership as necessary. Maintain a clear escalation plan and document processes with clients
- Task and Mail Management: Oversee task timelines and manage communications through internal and external emails. Maintain an up-to-date Issue Log for management review.
- Back-Up Account Management: Ensure up-to-date SOPs and Knowledge Base Articles for supported accounts, providing comprehensive order placement documentation.
Additional Responsibilities:
- Drive client adoption of Zones digital platforms and processes.
- Assess internal operations, propose process improvements, and manage customer service experiences.
- Coordinate with internal teams on deployments, inventory, and delivery standards.
- Conduct operational business reviews with Account Managers and clients.
- Ensure all account documentation is accurate and up to date.
What you will bring to the team:
Education/Certification: Bachelor’s degree minimum
Certificates/Licenses: N/A
Required Experience:
- 5+ years Order Management, Customer Service
- Familiarity with order fulfillment, corporate purchasing
- Attention to detail and accurate results
- Ability to work independently
- Excellent verbal and written communication skills
- Experience in handling a high volume of inbound inquires
- “5-Star” customer focus.
Zones offers a comprehensive Benefits package
At Zones, we are committed to fostering an inclusive and diverse workplace. We provide comprehensive benefits to support our team members, including health insurance coverage for parents, spouse, and children, life insurance, voluntary pension fund scheme, EOBI, and on the house free quality food, gym, and much more. We embrace equal employment opportunity, free from discrimination based on various characteristics, and offer an exciting career immersed in an inventive, collaborative culture.
If you are enthusiastic about working on the cutting edge of IT innovation, sales, engineering, and operations, Zones is the perfect opportunity for you.
At Zones, we are committed to fostering an inclusive and diverse workplace. We provide comprehensive benefits to support our team members, including health insurance coverage for parents, spouse, and children, life insurance, voluntary pension fund scheme, EOBI, and on the house free quality food, gym, and much more. We embrace equal employment opportunity, free from discrimination based on various characteristics, and offer an exciting career immersed in an inventive, collaborative culture.
If you are enthusiastic about working on the cutting edge of IT innovation, sales, engineering, and operations, Zones is the perfect opportunity 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.
Job timings: 8:00 PM to 5:00 AM (Pk time)
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