Customer Experience Manager

5 days ago


Islamabad, Islamabad, Pakistan Zones IT Solutions Full time

About Us

Zones IT Solutions is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. We operate in more than 120 countries, leveraging a robust portfolio and utilizing the highest certification levels from key partners.

As a Customer Success Manager, you will play a critical role in delivering exceptional customer experiences and driving business growth. You will own and manage the customer service experience, acting as the primary point of contact for customer escalations and ensuring overall operational account health.

This role requires strong communication and problem-solving skills, as well as the ability to work in a fast-paced environment with diverse groups. You will collaborate with cross-functional teams, including PMO, Operations Leadership, and Supply Chain, to ensure seamless delivery of services and products.

Your Responsibilities

  • Manage customer service experience and act as 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 with Account Manager and Client.
  • Partner with PMO, Operations Leadership, and Supply Chain for deployments, inventory management, and delivery standards.

Requirements

  • 3 years of customer service and/or account management experience.
  • 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.


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