ABOUT US:

• For over 30 years, Zones has worked with industry-leading partners to offer comprehensive IT solutions to clients around the world.
• Our Workplace Modernization, Network Optimization, Data Center Transformation and Security Fortification solutions lead clients through their digital transformations, and our services offer support every step of the way.
• That’s what makes us the First Choice for IT.™

Position Overview 

• The ideal candidate will be a passionate advocate for Zones clients and understanding of what it means to be intensely client focused.
• This role will make sure that Zones clients are happy, engaged, and receiving maximum operational support each day.
• As a member of one of Zones most client-facing organizations, this individual possesses intellectual curiosity, creativity, strong problem-solving skills, excellent communication skills, and an ability to influence business and technical leaders across multiple stakeholder groups. 

Responsibilities

• Own and manage the customer service experience; Act as the 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 routinely with Account manager and Client
• Partner with PMO, Operations Leadership and Supply Chain for deployments, inventory management, and Delivery standards
• Listen for customer pain points and coordinate the appropriate resources to alleviate
• Manage issue resolution and risk mitigation
• Provide quick resolution to client concerns
• Coordinate with internal operational teams to minimize risks
• Performance Management
• Measure the success of each client-facing process
• Ensure support consistency across assigned accounts
• Measure performance against SLAs
• Measure the success of each client-facing process
• Own and manage the client operational relationship
• Consistent engagement with key operational contacts at the client
• Understanding of client’s needs and Zones operational offerings
• Provide oversight into all KPI’s being tracked for client and then coordinating operational resources to ensure they are being met
• Ensuring any client related issues are properly addressed to the satisfaction of the client
• Own overall operational account health
• Partner with the Regional Resource Coordinator to monitor client contracted SLA’s
• Partner with the Regional Resource Coordinator to assign actions with timelines to internal stakeholders regarding any SLAs that are not being met
• Ensure account documentation is up to date and accurate
• Utilize CAM Dashboard daily as well as other reporting elements to ensure key metrics are being met
• Identify opportunities for account development
• Constantly assess internal operations; identify and assign action with timelines around Zones process improvements
• Drive account entanglement through the expansion of operational offerings
• Manage issue resolution and risk mitigation
• Coordinate with internal departments and their leaders to provide quick resolution to client concerns through the assignment of actions with timelines to identified individuals in various departments
• Present action plan for issue resolution to Account Manager with scheduled follow-ups until resolution achieved
• Coordinate with the Account Manager, client, and key Zones internal operational teams to assure risk mitigation around aging inventory, aging payables, and cycle time optimization.

Experience

• 3 years of customer service and/or account management
• 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
• Experience presenting to top tier clients
• Ability to work with little or no supervision
• As a rapidly growing global provider of IT solutions, we’ve expanded from Seattle to Sydney and beyond – with reach in over 80 countries around the world.
• Today’s top brands count on Zones and our world-class partners – Microsoft, Apple, Cisco, Dell, Lenovo, and more – to transform their enterprises.
• To support this transformation, Zones offers products and services across four Solution Environments: Workplace Modernization, Network Optimization, Data Center Transformation, and Security Fortification.
• Zones offers a comprehensive Benefits package While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team.
• Our employees enjoy a variety of comprehensive benefits, including health Insurance coverage for parents, spouse & children, life insurance, Provident Fund and EOBI. paid annual, casual, and medical leaves; Provident Fund; EOBI; increments, on the house free quality food, gym and much more.
• We maintain our unequivocal commitment to and support of equal employment opportunity for all individuals, free from discrimination based on race, color, ethnicity, religion, national origin, citizenship, marital status, gender, sexual orientation, age, disability, genetic information, or any other basis protected by under the law.
• At Zones, work is more than a job – it's an exciting career immersed in an inventive, collaborative culture.
• If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!