Client Success Manager – 2

Description

Position at Zones LLC.

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 CSM-II is a client-facing role responsible for the overall health and operational success of assigned accounts. This includes managing day-to-day client interactions, ensuring service excellence, and driving operational efficiency across multiple functions.

What you’ll do as the (Client Success Manager -II )

Account Management: Own daily client communications, meetings, and relationship health, ensuring consistent service delivery and satisfaction.

Pricing & Catalog Management: Partner with OEMs and Pricing Desk to maintain accurate pricing and manage client-specific catalogs across platforms like Ariba and Coupa.

Inventory Management: Oversee run-rate inventory, stock standards, and aging control in collaboration with Demand Planning and Sales.

Returns Management: Manage the full return lifecycle, promoting Customer-Owned Product (COP) returns where applicable to streamline processes.

Escalation Handling: Act as the first point of contact for client escalations, ensuring resolution through documented plans and cross-functional coordination.

Task & Email Management: Track tasks via ZonesAssist and maintain timely, professional communication; log issues per SOP.

Back-up Account Management: Provide seamless coverage during AM absences, maintaining service continuity.

Documentation: Maintain up-to-date SOPs and client-specific documentation for supported accounts.

Client Enablement: Drive adoption of Zones digital platforms and support operational reviews to enhance client experience.

Pool Coverage Responsibilities (Healthcare, Mid-Market, Public Sector):

Order Fulfillment: Create accurate quotes/orders, meet SLAs, and proactively communicate order status.

Relationship Building: Foster strong client relationships through daily engagement and transparent updates.

Customer Service: Deliver 5-star service by addressing operational needs and providing timely reporting.

Sourcing: Manage sourcing, pricing, off-catalog requests, and inventory allocations.

Open Orders Management: Monitor and expedite open orders, resolve delays, and manage EOL scenarios.

Compliance: Ensure adherence to Zones and client policies through accurate documentation and process improvements.

Additional Focus Areas: Proactively engage clients, collaborate cross-functionally, and drive continuous improvement in service delivery.

What you will bring to the team:

Exposure – Medium to large scale projects

Experience – Minimum 5 years

Education – Graduation in any discipline

Zones offers a comprehensive Benefits package.

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own teams. We offer a competitive compensation package where our team members are rewarded based on their performance and recognized for the value, they bring into our business. Our team members enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Group Term Life and Personal Accident Cover to handle the uncertainties of life, flexible leave policy to balance their work life.

At Zones, work is more than a job – it's an exciting careers immersed in an inventive, 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.