CSM Manager

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 leading the Client Success Manager (CSM) team, you will play a pivotal role in driving operational excellence, ensuring client satisfaction, and fostering team performance. You will oversee the day-to-day activities of the CSM team, optimize processes, and act as a strategic partner to both internal and external stakeholders. Your leadership will empower the team to exceed Service Level Agreements (SLAs), deliver exceptional service, and maintain strong client relationships.

What you’ll do as the (Manager Customer Success Team)

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Team Leadership and Management:

Lead, mentor, and coach a team of Customer Success Managers, fostering a culture of accountability, growth, and collaboration.

Set performance goals for team members, monitor progress, and provide regular feedback to ensure professional development.

Conduct regular team meetings to align on objectives, share best practices, and address challenges proactively.

Operational Oversight:

Monitor and ensure timely and accurate processing of quotes, orders, and inventory management across the team.

Review and analyze team performance metrics to identify areas for improvement and implement corrective actions.

Establish and refine workflows, policies, and procedures to improve operational efficiency and customer satisfaction.

Champion “Get it Right, first time every time” within the team.

Client Relationship Management:

Serve as the escalation point for complex client issues, ensuring swift resolution and long-term customer satisfaction.

Collaborate closely with sales and supply chain teams to align on client strategies and objectives.

Provide strategic insights and recommendations to sales, leveraging data-driven reports and market trends.

Strategic Planning and Reporting:

Develop and maintain strategic plans for account coverage and workload distribution within the team.

Create impactful reports and dashboards to track performance, identify trends, and communicate progress

Proactively identify risks or challenges impacting SLA adherence and implement solutions in coordination with leadership.

Cross-Functional Collaboration:

Act as a liaison between the CSM team and other departments, including Sales, Operations, and Finance, to streamline processes and resolve bottlenecks.

Ensure alignment with company goals and client-specific requirements through consistent communication and collaboration.

What you will bring to the team:

At least 3 years of supervisory experience in leading a team and should have ability to resolve conflicts

Good written and oral communication skills. Neutral accent. No mother tongue influence

Strong organizational and strategic planning skills with a demonstrated ability to manage multiple priorities effectively.

Self-motivated and capable of thriving in a fast-paced, dynamic environment.

Basic Knowledge of and familiarity with Digital workplace.

Detail-oriented with a focus on process improvement and delivering results.

Should have experience with flowcharts and creating SOPs

Proficient in MS Office – Excel, Powerpoint

Good knowledge of performance metrics