Customer Experience Manager - Microsoft Modern Work

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 Experience Manager - Microsoft Modern Work is responsible for identifying whitespace opportunities within a category to increase net new resellers with practices which add end-users through platform data insights to deliver on our goals for the category/vendor(s). The primary focus will be on identifying and capitalizing on new business opportunities, establishing strategic partnerships, and accelerating the adoption of innovative solutions. The role requires a dynamic and initiative-taking approach, excellent negotiation skills, and a deep understanding of the platform industry to drive category success and revenue growth.

• Primary focus on operational workflows, efficiency, execution, and optimization of workgroup 

• Coach team members to develop a highly effective customer enablement team. 

• Align overall revenue enablement strategy to high-level business objectives.

• Provide focus, strategic planning, vision and execution of workgroup operation and design. 

• Enable and support a great customer experience and the achievement of our business objectives. 

• Act as second level escalation point of contact for operational situations. 

• Provide coaching and mentor team members to build confidence.

Key Responsibilities

• Maximize efficiencies and effectiveness of workgroup business processes. 

• Collaborate effectively with process stakeholders to develop enablement initiatives and strategies to maximize profitability and the customer experience. 

• Manage customer enablement teams through onboarding, coaching, development, and top talent retention. 

• Conduct weekly 1:1's with all team members; review challenges, wins, and associate development plans.   

• Provide second level escalation support for process and/or operation related issues. 

• Use leadership and focus to leverage the strengths of the team and each team member. 

• Utilize activity metrics to support efficiencies and align them with business objectives and wanted behaviors. 

• Create an environment of accountability, responsibility, and collaboration. 

• Create strategic plan for the revenue enablement team in conjunction with revenue accountable plans aligned with customer needs and the IM value proposition.

What experience, knowledge and skills does a Customer Experience Mgr need?

KNOWLEDGE AND SKILLS:

Skilled in:  

• Sales enablement experience, negotiations, coaching and developing associates in high performance culture, transactional management, and attention to detail and follow through. 

• Excellent verbal and written communication skills; ability to present in both technical and non- technical terms to large and small audiences.

• Proficient knowledge of Ingram Micro products, services, processes, systems, and value proposition  

Ability to: 

• Lead others by setting performance expectations and managing execution.

• Coach and develop the skills and knowledge of others. 

• Demonstrate business and financial acumen.

• Provide leadership and direction to other team members in a positive and productive manner. 

• Multi-task, respond to rapid change, manage projects, manage detail, manage relationships and resources. 

• Set realistic and achievable goals/objectives and timelines.  

REQUIREMENTS:

• A high school diploma (or equivalent) required, bachelor’s degree preferred (or additional relevant experience in a related field) 

• Minimum of 5 years’ technical sales experience including a minimum of 4 years of position specific experience and 2 years of supervisory experience or 4