Customer Experience Manager

About the roleThe Customer Experience Manager is a role aligned to the US Inside Sales organization and covers our global accounts for business conducted in North America, which manages and delivers product and supply chain engagements for our podium level customers. This role is accountable for ensuring customer engagement and satisfaction and is responsible for overseeing customer engagement and adhering to contract commitments to ensure customer satisfaction for a positive resolution and commercials. This role has the oversight and ownership of the overall customer experience within GTS. Assigned to the company's leading podium accounts, the Customer Experience Manager leads the Technology Sourcing engagement and is accountable for the provision of complex technology sourcing services across all product lines. This role is responsible for service level agreement (SLA) compliance and manages this in accordance with the specific customer contract requirements. This role is accountable for escalation management, resolving customer issues, ensuring SLAs are met, service and operational reviews, and management input into contractual change control process. A key part of the role is managing and liaising with customers regularly, as well as the multiple stakeholders across the business. What you'll be doing 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. What you have 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 Saleforce.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 What you can expect There's so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind. About us Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We're a public company quoted on the London

FTSE 250

(CCC.L) and employ over 20,000 people worldwide. In the US, we support some of the country's best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us