Job Description

Position Overview 

• The ideal candidate will be a passionate advocate for Zones clients and an understanding of what it means to be intensely client focused.
• This role will make sure that Zones clients are happy, engaged, and receiving maximum operational support each day.
• As a member of one of Zones most client-facing organizations, this individual possesses intellectual curiosity, creativity, strong problem-solving skills, excellent communication skills, and an ability to influence business and technical leaders across multiple stakeholder groups. 

Responsibilities

• 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
• Performance Management
• Measure the success of each client-facing process
• Ensure support consistency across assigned accounts
• Measure performance against SLAs
• Measure the success of each client-facing process
• 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
• Own overall operational account health
• 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.

Experience

• 3 years of customer service and/or account management
• Demonstrated strong communication and proven ability to resolve complex issues in a timely fashion
• Ability to work in a fast-paced environment with diverse groups and meeting aggressive deadlines
• Excellent verbal and written communication skills
• Experience presenting to top tier clients
• Ability to work with little or no supervision
• As a rapidly growing global provider of IT solutions, we’ve expanded from Seattle to Sydney and beyond – with reach in over 80 countries around the world.
• Today’s top brands count on Zones and our world-class partners – Microsoft, Apple, Cisco, Dell, Lenovo, and more – to transform their enterprises.
• To support this transformation, Zones offers products and services across four Solution Environments: Workplace Modernization, Network Optimization, Data Center Transformation, and Security Fortification.