Customer Experience Manager

Job description

About the role The Customer Experience Manager is a role aligned to the US Inside Sales organization and covers our global accounts for business conducted in North America, which manages and delivers product and supply chain engagements for our podium level customers. This role is accountable for ensuring customer engagement and satisfaction and is responsible for overseeing customer engagement and adhering to contract commitments to ensure customer satisfaction for a positive resolution and commercials. This role has the oversight and ownership of the overall customer experience within GTS. Assigned to the company’s leading podium accounts, the Customer Experience Manager leads the Technology Sourcing engagement and is accountable for the provision of complex technology sourcing services across all product lines. This role is responsible for service level agreement (SLA) compliance and manages this in accordance with the specific customer contract requirements. This role is accountable for escalation management, resolving customer issues, ensuring SLAs are met, service and operational reviews, and management input into contractual change control process. A key part of the role is...