Customer Success Manager

- Serve as the customer success representative and primary point of contact for our top customers in the region.

- Build relationships with key executives across allocated customer base.

- Develop and execute proactive business strategies to retain and grow the recurring revenue base within allocated set of customers.

- Know the up-to-date metrics of our customer base across retention, growth, technology adoption and support performance inside out.

- Actively report, analyze, and craft action plans to improve metrics such as Net Dollar Retention (NDR), Platform Adoption and NPS/CSAT.

- Drive a customer success strategy within their own business. Ensure customers are taking a never lose a subscription approach.

- Become an expert & nurture growth across our three main customer segments. Build segment-specific business and engagement plans for key vendor partners like Microsoft, Google, AWS and more.

- Collaborate and liaise with other Ingram Micro (local & global) teams. Work closely with your peers in other countries. Regularly liaise and drive alignment with the local Sales Leader, IaaS Leader, and global functional leadership.

- Serve as Voice of the Customer by collating and presenting business feedback to sales, vendor management and finance teams.

- Develop best practices to continuously improve customer experience and increase revenue & end customer retention and growth.

- Minimum of 5 years experience in people management in either sales, account management, consulting, or customer success.

- Stellar personal sales performance history and strong track record as team leader.

- Strong experience in business analytics and data driven strategy creation.

- Strong experience managing customer facing roles.

- History of proactive creation and ongoing management of detailed business plans.

- Strong interpersonal skills including the ability to work well with others and build a team-oriented environment.

- Willingness and ability to travel up to 30% of the time.

- Competitive, ethical, refuse-to-lose attitude, strong work ethic, excellent team building and influencing skills.

- Previous experience working on SaaS, IaaS or general Cloud technology is a plus. Strong technical acumen is a must.

- Must be energetic, bold, and ambitious to execute on Ingram Micro Cloud strategic objectives

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