Global Customer Delivery & Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and implement Managed Services Statements of Work for large or multiple complex accounts.

• Promote and position IT Solutions and Digital Transformation Solutions that align with customer goals.

• Manage daily operations, including ensuring install base accuracy, handling hardware orders, overseeing device change management, resolving issues, addressing training needs, managing consumables, vendor oversight, and contract modifications.

• Foster post-sales relationships with designated accounts.

• Collaborate with project management throughout deployment, contract initiation, and ongoing account management.

• Supervise customer lifecycle activities, conduct monthly governance, and ensure customer satisfaction.

• Track and report on service and maintenance performance relative to contractual SLA requirements.

• Conduct strategic business reviews, communicate progress, mitigate risks, and propose innovative solutions.

• Develop and manage Customer Output Strategies while aligning value-added projects with customer objectives.

• Strategically plan and identify, forecast, and seek growth and expansion opportunities.

• Cultivate relationships with decision-makers and key influencers.

• Oversee ongoing operations, including costs, inventory, accounts receivable, gross margin, and revenue and expense forecasting.

• Lead contract renewal initiatives in collaboration with Regional Sales Managers.

• Consult with stakeholders to ensure Xerox solutions align with business strategies and success metrics.

• Serve as a trusted advisor to customer stakeholders.

• Manage teams and business operations across various cultures and time zones.

• Travel up to 20% for customer engagements, business development efforts, and internal meetings.

⛳️ Requirements

• Proven experience in account leadership, operational management, sales, or business management; 8–10 years preferred.

• Experience working within a matrixed environment.

• Required experience with Managed Print Services projects and hardware deployments.

• Ability to identify and address customer business needs in print and technology.

• Experience in proactive account management and service delivery.

• Background in consultative selling or issue resolution.

• Skills in strategic and long-term account planning.

• Experience in aligning technology services portfolios with customer requirements.

• Experience in customer negotiation.

• Familiarity with MS Dynamics systems, tools, and processes or equivalents.

• Strong communication and presentation skills for complex procedures and proposals to diverse international audiences.

• Understanding of cross-cultural business practices and ability to build rapport in multicultural environments.

• Capability to manage teams and projects remotely.

• Excellent customer-centric professional communication skills.

• Extensive experience presenting to clients, including executives.

• Strong skills in task management, problem-solving, and process management.

• Ability to lead work through non-dedicated resources.

• Willingness and ability to travel up to 20%.

• Bachelor's degree [BA or BS] or equivalent strongly preferred.

🏝️ Benefits

• Comprehensive suite of benefits.

• Equal Opportunity Employer.

• Reasonable accommodation(s) available for applicants with disabilities.