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/solution creation, and keeping accounts healthy.

Key responsibilities

• Own and manage the customer service experience and act as the main point of contact for escalations.
• Own overall operational account health and partner with the Account Manager and the client on routine business reviews.
• Monitor SLAs and KPIs using the CAM dashboard and other reports, and partner with the Regional Resource Coordinator to track and close gaps.
• Coordinate with PMO, Operations Leadership and Supply Chain on deployments, inventory and delivery standards.
• Resolve issues quickly, mitigate risks and present action plans with timelines to the Account Manager until resolved.
• Identify opportunities for account development and drive growth by expanding operational offerings.
• Keep account documentation up to date and engage regularly with key client contacts.

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.
• Excellent verbal and written communication and presentation skills 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.