Customer Success Executive

Accelerate your career. Join the organization that's driving the world's technology and shape the future. 

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com

Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!

Primary Focus

The Customer Success Executive set the strategy by looking across the solution category and leveraging data insights to create multi-vendor go to market strategies to achieve outcomes aligned with our vendor and platform partners.  Your role is to establish and nurture strong partnerships with key vendors, drive business growth, and ensure seamless cooperation to deliver outstanding solutions to our customers. The position requires exceptional negotiation skills, business acumen, and a deep understanding of the platform industry to drive successful vendor management and category success.

Key Responsibilities

• May be on single vendor or category of vendors.

• Influence Ingram Micro's strategy for the category through deep understanding of the technology and/or vendor(s).

• Cultivate and maintain strong relationships with key vendors, serving as the main point of contact for all vendor-related communications and activities.

• Work with vendor(s) to identify growth opportunities, new product offerings, and potential strategic partnerships to expand the platform category's portfolio and market presence.

• Lead negotiations with vendors to secure favorable terms, pricing, and contractual agreements to support mutual success and enhance profitability.

• Report and inspect vendor performance to ensure both Ingram and vendor are achieving objectives. 

• Coordinate with the supply chain team to ensure timely and accurate product delivery and inventory management.

• Work closely with Marketing to deliver marketing initiatives, promotions, and campaigns to drive business results.

• Apply knowledge of business insights and marketplace to stay informed about market trends, customer needs, and emerging opportunities within the solutions category.

What experience, knowledge and skills does a Category Business Manager need?

Knowledge and Skills:

• In-depth knowledge of the platform industry, including cloud-based solutions, SaaS, and related technologies.

• Excellent negotiation, communication, and interpersonal skills to foster strong vendor relationships.

• Strong business acumen with the ability to identify and capitalize on market opportunities.

• Results-oriented mindset with a track record of achieving and exceeding business objectives.

• Strategic thinker with the ability to develop and execute category business plans.

• Customer-centric focus with a passion for delivering exceptional service and building strong customer relationships.

• Proactive and dynamic with the ability to work collaboratively in a fast-paced, dynamic environment and handle multiple priorities simultaneously.

• Travel may be required for vendor visits, industry events, and strategic meetings.

Requirements:

• Four-year college degree in Business, Marketing or a related field, MBA preferred (or additional relevant experience in a related field).

• Minimum five years Sales experience including at least three years Customer Success, Customer Experience, or Client Services experience.

• Demonstrated success in scaling CS operations in SaaS, tech, or enterprise service environments.

• Proven track record of reducing churn, improving retention, and driving ARR growth through CS strategies.

• Deep understanding of the SaaS business model, renewal cycles, and customer lifecycle management.

• Experience leading global, cross-functional teams.

• Ability to make significant contribution to processes and systems. 

• Ability to ingest and integrate inputs across technology, customers, and financials to independently deliver a comprehensive GTM plan for sales, marketing, and product/inventory planning.

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