Client Success Manager - 2 will manage customer service experience, act as primary point of contact for customer escalations, and partner with internal teams to ensure customer needs are met.
Requirements
- Own and manage the customer service experience
- Act as the primary point of contact for customer escalations
- Own overall operational account(s) health
- Internal reporting to ensure key SLA and metrics are being met
- Conduct operationally focused business reviews routinely with Account manager and Client
- Partner with PMO, Operations Leadership and Supply Chain for deployments, inventory management, and Delivery standards
- Listen for customer pain points and coordinate the appropriate resources to alleviate
- Manage issue resolution and risk mitigation
- Provide quick resolution to client concerns
- Coordinate with internal operational teams to minimize risks
- Measure the success of each client-facing process
- Ensure support consistency across assigned accounts
- Measure performance against SLAs
- Own and manage the client operational relationship
- Consistent engagement with key operational contacts at the client
- Understanding of client's needs and Zones operational offerings
- Provide oversight into all KPI's being tracked for client and then coordinating operational resources to ensure they are being met
- Ensuring any client-related issues are properly addressed to the satisfaction of the client
- Partner with the Regional Resource Coordinator to monitor client contracted SLA's
- Partner with the Regional Resource Coordinator to assign actions with timelines to internal stakeholders regarding any SLAs that are not being met
- Ensure account documentation is up to date and accurate
- Utilize CAM Dashboard daily as well as other reporting elements to ensure key metrics are being met
- Identify opportunities for account development
- Constantly assess internal operations; identify and assign action with timelines around Zones process improvements
- Drive account entanglement through the expansion of operational offerings
- Manage issue resolution and risk mitigation
- Coordinate with internal departments and their leaders to provide quick resolution to client concerns through the assignment of actions with timelines to identified individuals in various departments
- Present action plan for issue resolution to Account Manager with scheduled follow-ups until resolution achieved
- Coordinate with the Account Manager, client, and key Zones internal operational teams to assure risk mitigation around aging inventory, aging payables, and cycle time optimization
Benefits
- Comprehensive Benefits package
- Life insurance
- Optional health insurance
- EOBI
- Voluntary pension scheme in line with Company policy
- Complimentary meals
- Access to in-house gym
