Job Description
DESCRIPTION/RESPONSIBILITIES:
Description
North American Customer Outcomes Manager
The Role
Reporting to the Head of Customer Outcomes , you'll be the first Customer Outcomes Manager in region, you'll own the customer relationship post sales and deliver customer outcomes throughout the customer journey. This covers everything from customer onboarding in collaboration with Implementation Consultants, training, cross-sell, upsell, renewal and reference management.
Responsibilities:
* Advise, consult and train customer s on how they can successfully achieve desired profitability outcomes
* Deliver outcomes outlined in the Customer Engagement Strategy and monitor KPI's
* Build long term relationships with key stakeholders across Customer 's senior leadership, operations, finance, sales and support, to maintain a deep understanding of ‘what success looks like', from high level business objectives down to specific success metrics
* Act as an Advocate for the customer , identifying and organizing internal specialists and resources to resolve challenges and drive adoption, proactively flagging and managing any risks to customer outcomes
* Capture and share ‘Voice of Customer ' insights from your interactions, to inform constant iteration and improvement
* Drive Renewal, Cross-sell, and Customer Reference creation
* Proactively identify opportunities to improve customer results and experience. From identifying and delivering relevant use case, vertical or technical best practices, to unlocking value from product or service offerings
* Lead escalation calls and processes; providing updates to Harmony management and account team
* Build up an in-depth knowledge of your customer s partner, organizational and technical landscape, to proactively maximize value and adoption, whilst removing friction and risk
* Create and drive cross-functional, and customer -collaborative Success Plans to support outcomes (across Professional Services, Sales, Support and Product)
* Deliver impactful product demos, provide insightful technical answers, and recommend creative ways to get the most out of the software
* Facilitate workshops and sessions enabling our customer s to take full advantage of PSA solution capabilities
* Proactively engage in internal/ customer POCs, trials and projects, where customer outcomes activity is required
We're not expecting any individual to be an expert across all domains, but to spike in a couple categories and have a willingness to develop and grow
Growth Opportunities
* Gain a wholistic view of professional and managed services opportunity projected by IDC to grow to $1 trillion in 2024 with a CAGR of 15.7% with exposure to public cloud Azure, AWS and other leader SaaS, PaaS
* Develop expertise in Cloud Infrastructure: AWS, Azure, SaaS, subscription management and integrated IT administration
Grow into field sales, account management, implementation or customer success
*This is not a complete listing of the job duties. It's a representation of the things you will be doing, and you may not perform all of these duties.
Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.
Compensation and Hours
Salary Range: Not Available DOE (Depends on Experience) Not Available Other Benefits: Not Available Full or Part Time: Full Time (30 Hours or More) Job Duration: Over 150 Days Type of Job: Regular
Day Shift
Evening/Swing Shift
Night/Graveyard Shift
Night/Graveyard Shift
Rotating Shift
Split Shift
Split Shift
Flexible Shift
12AM
6
12PM
6
Hours per Week:
Hours Not Specified
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