Customer Experience Manager (Bentonville, AR - Relo Available)

Zebra Technologies - Bentonville, AR (30+ days ago)3.8


Overview
Acts as primary services contact for the Walmart account.
Provides account support through communication of escalation management of post-sales services issues through the organization, communication of service delivery performance dashboard, conducting Quarterly Services Reviews, and driving self-service tool use/adoption.
Oversees customer satisfaction for the account.
Analyzes, designs, and implements changes to points of interaction between the customer and Zebra to enhance customer experience with company services and products.
Interacts with key stakeholders at all levels within Walmart and the Zebra organization.
Drives services improvements for the account through executing Customer Value Capture / Return Rate TOM Initiatives, driving self-service diagnostic tools use/adoption (LifeGuard, Device Diagnostic Tool), reduction of overall device returns and No Fault Found and device damages reductions.
Supports sales on proposals as requested, and assists in identifying potential Professional and Managed Services opportunities for the account. Captures regional support service offer requirements and funnel to Offer Management. Supports sales on POS Attach improvement actions.
Responsibilities
Demonstrates wide-range of experience involving multiple disciplines to ensure overall service and solution delivery to achieve quality customer outcomes.
Determines methods and procedures to oversees and coordinate delivery of all aspects of client solution including custom features and add-ons, within established and communicated development.
Working directly with business stakeholders, manages the account relationships and oversees customer satisfaction.
Assumes responsibility as the primary contact for the client and conducts each point of engagement with high degree of preparedness, professionalism and efficiency to support client retention / renewal.
Working directly with business stakeholders. Plans, schedules and executes regular customer and partner meetings to review service plans and recommends improvement to services.
Demonstrates expertise by advising the client and introducing client to new offerings to assist client in solving business problems.
Identifies and delivers cost reduction goals and demonstrates ownership of revenue goals and understanding of P&L aligned with sales. – Supports service delivery readiness on complex accounts which may include multi-national or global accounts or key customers.
Analyzes data provided by the customer and provides regular updates to management to help drive effective business decisions – Ensures customer SLA’s / KPIs and quality standards are met – Ensures territory/vertical readiness for new product and offer launches.
Assumes responsibility as the primary training resource for critical installations or conversations.
May support internal & external regional services sales activities
May assist in generating service related RFP responses by providing unique service offerings and price exceptions.
May negotiate and drive large service contract renewals to completion, utilizing pricing and service offerings.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, abilities, and skills required of personnel so classified.

Qualifications
Bachelor’s degree or equivalent experience; Advanced degree.
Minimum of 12 years of experience in a form of a sales, technical sales, customer success / relationship, or similar, function.
Advanced level skills in Microsoft business applications including Word, Excel and Outlook.
Customer service values / orientation.
Advanced communication skills (listening, providing clear and concise information, using proper language and grammar).
Demonstrates a high level of understanding of key financial factors.
Advanced skills in delegation and follow up.
Ability to design and deliver reports for clients.

***The role must be fulfilled in Bentonville, AR; relocation may be necessary and may be available to selected candidate***