Client Success Manager – 3

The Client Success Manager - 3 is responsible for providing financial, administrative and data entry services to ensure effective, efficient and accurate financial and administrative operations. Providing these services in an effective and efficient manner will ensure that A/P finances are accurate and up to date, that vendors and suppliers are paid within established time limits without any errors.

The Client Success Manager - 3 (CSM-3) at Zones is a pivotal role that focuses on both the growth and retention of existing clients as well as the acquisition of new business. This senior position oversees the seamless orchestration of operations resources and the management of client accounts to ensure optimal service delivery and enhanced client satisfaction.

CSM 3s have the highest level of Client Success experience with excellent business skills, Zones knowledge, communications and account management capabilities. As CSM 3, they provide dedicated support to Zones Field Account Executives, enabling them to focus on Field Sales activities and hunting.

As individual contributors, within the CSM organization there are three levels of growth – CSM-1, CSM-2 & CSM 3 with specific roles, responsibilities & goals assigned, focused towards providing 5-Star Customer Services.

The CSM-3 is responsible for the overall account health of a client. As such, managing key aspects of the customer relationship is critical.  This role is highly “client facing.” This role involves account management activities, own the day-to-day client facing tasks, meetings, and communication which thereby allows AMs to focus their time on selling. To effectively execute, CSM-2s must understand their client’s business, internal hierarchy, and requirements meticulously.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.

Employees employed in the role of Client Success Manager III shall be required to apply their independent mind and demonstrate intellectual abilities in their decision-making 

• →Developing existing clients
• →Proactively developing existing clients by applying Zones’ sales methodology, strategically planning, and executing development strategies
• →Onboarding new clients in the designated sales region via digital tools
• →Same day Lead follow ups to convert MQLs into SQLs
• →Staffing opportunity coordination between Client and Partner
• →Back Up AM Coverage: Providing coverage for a variety of clients in the Sales region/division, depending on need, by expanding, and nurturing relationships with key Client stakeholders, influencers, and decision makers
• →Coordinate with PK CSM-1 team for any burst help needed
• →Client Relationship Management: Own day-to-day client relationships on supported accounts, allowing Sales to focus on strategic matters. Understand client business, hierarchy, and needs to contribute meaningfully in meetings and step in as needed.
• →Pricing Program Management: Partner with OEMs and PPM to maintain client pricing programs, ensuring consistent and accurate pricing. Regularly update knowledge bases and SOPs to keep information current.
• →Inventory Management: Manage run-rate inventory, forecast meetings, and ensure stock standards are met without excess Zones-owned stock. Coordinate closely with Demand Planning for inventory stocking needs.
• →Returns Management: Oversee the full returns lifecycle, ensuring compliance with Zones’ return policies. Advocate for Customer-Owned Product (COP) returns when possible to reduce client invoicing.
• →Escalation Management: Act as the first point of contact for client escalations, providing solutions and escalating to leadership as necessary. Maintain a clear escalation plan and document processes with clients.
• →Task and Mail Management: Oversee task timelines and manage communications through internal and external emails. Maintain an up-to-date Issue Log for management review.
• →Back-Up Account Management: Ensure up-to-date SOPs and Knowledge Base Articles for supported accounts, providing comprehensive order placement documentation.
• →Additional Responsibilities:
• →Drive client adoption of Zones digital platforms and processes.
• →Assess internal operations, propose process improvements, and manage customer service experiences.
• →Coordinate with internal teams on deployments, inventory, and delivery standards.
• →Conduct operational business reviews with Account Managers and clients.
• →Ensure all account documentation is accurate and up to date.

At Zones, we are committed to fostering an inclusive and diverse workplace where every team member is valued and supported. We offer life insurance, optional health insurance, and retirement benefits in line with Company policy. Employees also enjoy additional perks such as the Voluntary Pension Scheme, EOBI, complimentary meals, and access to our in-house gym.

We take pride in being an equal opportunity employer and remain dedicated to maintaining a workplace free from discrimination of any kind. If you are passionate about driving innovation in IT, sales, engineering, or operations, Zones provide a dynamic and collaborative environment to help you grow your career.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.