Global Customer Delivery & Success Manager
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Job Description
Xerox customer success manager delivering managed print and technology solutions for global enterprise accounts. Managing service operations, renewals, profitability, and executive customer relationships.
Responsibilities:
- Manage and execute Managed Services Statements of Work for large or multiple complex accounts
- Sell and position IT Solutions and Digital Transformation Solutions aligned with customer objectives
- Manage day-to-day operations including install base accuracy, hardware orders, device change management, issue resolution, training needs, consumables, vendor management, and contract amendments
- Drive post-sales relationships with assigned accounts
- Partner with project management through deployment, contract setup, and steady-state account management
- Oversee customer lifecycle activities, monthly governance, and customer satisfaction
- Monitor and report services and maintenance performance against contractual SLA requirements
- Lead strategic business reviews, communicate progress, mitigate risks, and present innovation solutions
- Develop and own Customer Output Strategies and align value-added projects with customer objectives
- Plan strategically and identify, forecast, and pursue growth and expansion opportunities
- Build relationships with decision makers and key influencers
- Manage ongoing operations including costs, inventory, accounts receivable, gross margin, and revenue and expense forecasts
- Lead contract renewal processes with Regional Sales Managers
- Consult with stakeholders to align Xerox solutions with business strategies and success criteria
- Act as a trusted advisor to customer stakeholders
- Manage teams and business operations across diverse cultures and time zones
- Travel up to 20% for customer engagements, business development activities, and internal meetings
Requirements:
- Experience in account leadership, operational management, sales, or business management; 8–10 years preferred
- Experience working in a matrixed environment
- Experience with Managed Print Services projects and hardware deployments required
- Experience identifying and addressing customer business needs in print and technology
- Experience in proactive account management and service delivery
- Consultative selling or issue resolution experience
- Strategic and long-term account planning skills
- Experience applying technology services portfolios to customer needs
- Customer negotiation experience
- Knowledge of MS Dynamics systems, tools, and processes or equivalent
- Effective communication and presentation skills for complex procedures and proposals to diverse international groups
- Understanding of cross-cultural business practices and ability to build rapport in multicultural settings
- Ability to manage teams and projects remotely
- Strong customer-centric professional communication skills
- Significant experience presenting to clients, including executives
- Strong task management, problem solving, and process management skills
- Ability to direct 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
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