Client Success Manager

About the role

Zones, a global IT solution provider and MBE operating in more than 120 countries, is hiring a Client Success Manager. The role sits on the front line with customers, managing expectations, order and inventory management, relationship development, product delivery, returns, RFQs and bid responses, and keeping accounts healthy.

Key responsibilities

• Own and manage the customer service experience and act as the main point of contact for escalations.
• Own the overall operational health of assigned accounts and partner with the Account Manager and the client.
• Monitor SLAs and KPIs, report internally and partner with PMO, Operations Leadership and Supply Chain on deployments, inventory and delivery standards.
• Listen for customer pain points, coordinate resources, resolve issues quickly and mitigate risks.
• Work with the Regional Resource Coordinator to track contracted SLAs, assign actions with timelines and keep account documentation accurate.
• Use the CAM dashboard daily to check key metrics, identify account development opportunities and drive expansion of operational offerings.
• Assess internal operations, propose process improvements and coordinate with internal teams to resolve aging inventory, aging payables and cycle time issues.

Required profile

• 3 years of customer service and/or account management experience.
• Familiarity with order fulfillment and corporate purchasing.
• Ability to work with little or no supervision, in a fast-paced environment with diverse groups and tight deadlines.
• Excellent verbal and written communication, and experience presenting to top-tier clients.

What we offer

• Life insurance, optional health insurance, EOBI and a voluntary pension scheme.
• Complimentary meals and access to an in-house gym.