ZONES Vice President, Client Success in Auburn, Washington

Vice President, Client Success Location: Washington- Auburn Description Company Overview When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there's really only one: Zones - First Choice for IT.TM As a rapidly growing global provider of IT solutions, we've expanded from Seattle to Sydney and beyond - with reach in over 80 countries around the world. Today's top brands count on Zones and our world-class partners - Microsoft, Apple, Cisco, Dell, Lenovo, and more - to transform their enterprises. To support this transformation, Zones offers products and services across four Solution Environments: Workplace Modernization, Network Optimization, Data Center Transformation, and Security Fortification. At Zones, work is more than a job - it's an exciting career immersed in an inventive, collaborative culture. If you're interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you! Position Overview The Vice President of Client Success will lead a positive experience for our clients as demonstrated by professional, timely and organized delivery of account support services. Zones' account base is diverse, with clients ranging from mid-market companies to Fortune 500 enterprises. The ideal candidate will be a passionate advocate for Zones clients and a role model for the Client Success organization, ensuring team members' understanding on what it means to be intensely client-focused. This individual understands the complexities of organizational change and is comfortable in leading teams through new processes. This role will make sure that Zones clients are happy, engaged, and receiving maximum operational support each day. As a leader of one of Zones most client-facing organizations, this individual possesses intellectual curiosity, creativity, strong problem-solving skills, excellent communication skills, and an ability to influence business and technical leaders across multiple stakeholder groups. Key Responsibilities The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Vice President, Client Success is primarily responsible for: 1. Maintain the Voice of the Client a. Act as the primary point of contact for customer escalations b. Be the champion for client success and experience across the company while balancing the realities of Zones' business needs c. Create a single view of the client accessible by other key Zones systems and teams d. Own and run Zones client advisory boards e. Build and enhance relationships with client VIPs 2. Process Optimization/Continuous Improvement a. Staff and manage a world-class team to drive optimization of key client-facing processes b. Work closely with other key cross-functional stakeholders to drive required changes to improve client experience c. Build organization to enable scalable growth 3. Performance Management a. Measure the success of each client-facing process both in absolute terms and versus competitors and determine goals for improvement b. Ensure support consistency across all accounts c. Build a high performing Operations Management function team who can act as trusted advisors and deliver value to clients d. Define and implement means to measure performance against SLAs e. Measure the success of each client-facing process both