Customer Experience Manager
Computacenter
full-time
Posted on:
Location Type: Hybrid
Location: California • New York • United States
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Tech Stack
About the role
- Partners with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.
- Embrace and support Computacenter’s mission and core values.
- Designs & implements contract-specific governance structures.
- Responsible for oversight of the sales operations lifecycle including quality and accuracy of quoting, contract compliance, purchasing, procurement, invoicing, order fulfillment tracking, delivery, and collections.
- Develops and maintains a partnership-based relationship with the resulting stakeholders on the customer side, as well as ISPs and compliance with regular interaction management of complex supply networks.
- Understands the customer and their business, the relevant customer processes, their organization, and product portfolio as well as their goals and values.
- Actively manages customer satisfaction, by monitoring KPIs for the proactive management of the contractually owed performance towards the customer, partner, and ISP.
- Monitors SLAs to ensure they are met or exceeded.
- Ensures that the agreed reporting system is set up and delivered to the relevant stakeholders.
- Liaises with colleagues to ensure best practice and continual improvement in delivery of service to the business.
- Is responsible for the adoption of Computacenter best practice and product related service offerings to ensure consistency of service.
- Establishes productive internal relationships and networks with Computacenter teams and at Senior Management level to build and maintain strong customer relationships.
- Initiates or actively participates in change management.
- Occasional national or international travel to attend client sites or company training or meetings.
Requirements
- Legally eligible to work in the United States.
- Bachelor’s degree in business administration, Business Information Systems, Marketing, or other technology degree preferred.
- 7+ years of experience in sales operations or administration.
- Must have a high-level understanding of Computacenter products and services.
- Solid understanding of the IT market, OEM’s, vendors, and suppliers.
- Experience in negotiating with customers and suppliers.
- Able to travel for business nationally or internationally as required.
- Successful track record of developing, managing, and maintaining customer relationships.
- Experience using Salesforce.com or similar CRM tools is a plus.
- Strong interactive skills who can demonstrate the ability to build and develop cross functional relationships at all levels.
- Aware of the need to adapt personal style and approach to meet customer needs.
- Ability to deal with ambiguity and build effective customer relationships.
- Participate in collaborative forums across all functions within the organization to create the foundation for achieving strategic goals.
- Skilled user of Microsoft applications: Word, Excel, PowerPoint, Outlook & other reporting tools
- Strong written, verbal, and presentation skills.
Benefits
- Competitive compensation plans
- Long-term career opportunities
- Attractive mix of benefit plans to contribute to good health, future financial security, and peace of mind.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
sales operationscontract complianceprocurementorder fulfillmentcustomer relationship managementnegotiationKPI monitoringSLA managementchange managementreporting
Soft Skills
customer satisfaction managementcross-functional relationship buildingadaptabilitycommunicationcollaborationproblem-solvinginterpersonal skillsleadershiporganizational skillsstrategic thinking