Global Customer Delivery & Success Manager - Remote

Xerox is a workplace technology solutions company providing business, technology, and financial services offerings. The Global Customer Delivery & Success Manager manages contracted Managed Services and Solutions, serves as the primary customer contact, and oversees post-implementation operations, service delivery, account growth, customer satisfaction, and renewals. The role also develops strategic customer relationships, manages financial targets, and leads teams across diverse cultures and time zones.

Responsibilities:

• Responsible for management and execution of a Managed Services Statement of Work for a single large account and/or multiple complex, medium/small accounts
• Proven ability to sell and position IT Solutions and Digital Transformation Solutions, aligning technology offerings with customer business objectives and driving revenue growth
• Strong consultative selling skills with experience identifying customer needs, developing value-based solutions, and managing complex sales opportunities
• Overall responsibility and management of the day-to-day operations such as install base accuracy, hardware orders, device change management, issue resolution, client training needs, consumables forecasts, client on-hand inventories, toner reconciliation, consumables, vendor management, normal business as usual activities and contract amendments
• Drive overall post-sales relationship with assigned accounts
• Partner with the project management team to drive success through initial deployment and contract set up through steady state customer account management
• Oversee customer lifecycle activities including monthly governance and customer satisfaction
• Monitor and report on services & maintenance performance metrics to fulfill contractual SLA requirements – utilize escalation when needed. Responsible to execute exceptional service delivery in such a manner Xerox experience 100% Client Retention
• Lead regular strategic business reviews to communicate progress against agreed success plans, address and mitigate risks and present innovation solutions
• Develops and owns the Customer Output Strategy. Mapping value-added projects to your customer’s output objectives. Gain alignment, prioritization, and commitment to these projects through Strategic/Quarterly Business Reviews
• Responsible for strategic account planning and identifying, forecasting growth and expansion opportunities
• Develop customer relationships and manage assigned accounts to result in continued revenue generation and high levels of customer satisfaction
• Develop and maintain relationships with decision makers key influencers in assigned accounts
• Fiduciary responsibility for ongoing operations including cost management, inventory management, accounts receivable and gross margin; provide Revenue and Expense forecast for each client as part of the Monthly Outlook Process
• Maximize renewal rates by partnering with Regional Sales Manager (RSM) team to lead the contract renewal process with a focus on value-based outcome of Xerox products and solutions
• Consult with client stakeholders to understand their business strategies and goals, as well as their objectives, to align with Xerox solutions and deliver against the agreed success criteria
• Become a trusted advisor/consultant to customer stakeholders
• Understand Xerox products and features, functions and solutions and understand how they can be used to solve problems and create solutions for your customers
• Manage teams of employees or business operations across diverse cultures and time zones (NA, EMEA, LATAN, and APAC)
• Willingness and ability to travel up to 20% as needed to support customer engagements, business development activities, and internal meetings
• Multiple Accounts or very large single accounts – local/global
• Responsible for Supporting Pre-Sales, Drive Adoption, Increase Utilization
• P&L Management
• Responsible for customer retention and contract renewals

Requirements:

• Experience in identifying and addressing customer business needs and issues in the print and technology space desired
• Experience in proactive account management and service delivery desired
• Experience in Account Management using Consultative selling or issue resolution skills desired
• Experience in Strategic and long-term account planning skills desired
• Experience in both content and application of typical technology services portfolios to address customer needs desired
• Experience in identifying and effectively address customer business needs beyond the scope of their specific role
• Experience in effective customer negotiation
• Knowledge of MS Dynamics systems, tools and processes or equivalent
• Demonstrated effective communication skills, able to present and demonstrate complex procedures and proposals to multi-functional, diverse, international groups
• Understands cross-cultural business practices; demonstrates a sensitivity and awareness to other people and culture
• Possess ability to build rapport with a diverse workforce in multicultural settings
• Ability to both manage teams/projects remotely
• Experience working in a matrixed environment
• Strong customer-centric, professional communication skills and demeanor
• Significant experience and demonstrated ability to interact and present to clients, including at an executive level
• Experience with Managed Print Services projects and hardware deployments required
• Strong task management, problem solving and process management skills, with ability to direct work through non-dedicated resources
• Bachelor's degree [BA or BS] or equivalent strongly preferred
• 8-10 years' experience (preferred) in account leadership roles such as Operational management, Sales or Business Management
• Willingness and ability to travel up to 20% as needed to support customer engagements, business development activities, and internal meetings