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Computacenter · 19 hours ago

Customer Experience Manager

Norcross, GA

Full-time

Hybrid

Senior Level

7+ years exp

Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. The Customer Experience Manager is responsible for ensuring customer engagement and satisfaction, overseeing customer engagement, and adhering to contract commitments for podium level customers in North America.

CRMHardwareInformation TechnologySoftware

Responsibilities

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

Qualification

Sales operations experienceCustomer relationship managementIT marketSalesforce.com proficiencyNegotiation skillsMicrosoft applications proficiencyCommunication skillsCross-functional collaborationAdaptabilityProblem-solving skills