Connection

Global IT solutions and procurement network

Client Experience Manager - Ent

Customer SuccessConfirmed live in the last 24 hours

Full-timeNew Jersey, USA$86k - $110.6k /yr

About the Job

Requirements

A bachelor's degree or an equivalent combination of education and work experience is required.
At least 15 years of work experience are required; 18 years are listed as the experience level for full proficiency.
A general understanding of technology equipment as it relates to customers’ IT environments is required.
Intermediate Microsoft Office skills, including Excel for creating and using formula-based spreadsheets to manage special projects and improve efficiency, are required.
Advanced Microsoft Outlook knowledge, including use of a shared email box and managing multiple incoming messages in a fast-paced environment, is required.
Working knowledge of virtual meeting software such as Webex and Teams is required.
An excellent understanding of TRAXX and the representative website is required.
Working knowledge of the IT reseller industry and experience in operations are required.
Advanced knowledge of IT manufacturers and their programs, including the ability to support enterprise clients, is required.
Experience with manufacturer special pricing letters for enterprise clients is required.
Understanding of leading IT manufacturers’ products, tools, websites, and lead times, and the ability to navigate their tools and programs, is required.
Team leadership skills and the ability to develop and implement performance improvement plans are required.
Exposure to IT purchasing in a large enterprise environment, providing knowledge of the client experience, is required.
Strategic planning skills and the ability to leverage resources are required.

Responsibilities

Coordinate client onboarding, own the onboarding checklist, and hold participants accountable for their assigned portions.
Coordinate onboarding discovery calls and specialized training sessions with EAEs and IAMs.
Maintain and update onboarding checklists and process documents, and communicate changes to onboarding processes and requirements.
Manage the Client Experience Team by providing ongoing feedback, handling disciplinary actions, and completing annual performance evaluations with input from team leads.
Maintain adequate business support by hiring additional headcount.
Approve time-off requests and ensure biweekly timecards are completed accurately and on time for payroll processing.
Implement and monitor performance improvement plans to provide low-performing employees with additional training or tutoring.
Onboard new team members by mentoring them, answering questions, providing resources, and scheduling relevant training.
Create and deliver training and educational materials for internal departments and external clients as needed.
Contribute content for training documents and videos, and create user-training manuals, documents, and videos with Marketing as appropriate for clients and sales or operations teams.
Schedule screen-sharing sessions and group training sessions for commonly needed topics.
Participate in ongoing process-improvement initiatives, representing unique Connection Enterprise process needs.
Handle escalations from Account Executives, Inside Account Managers, Client Success Specialists, and Advisors that are sent to the Onboarding Team regarding client support.
Where applicable, ensure departmental processes comply with relevant Sarbanes-Oxley controls.

Overview

What We Do

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Responsibilities

Working under general supervision of the Director of Client Experience and QA, referring only exceptional problems and issues for management review or approval, the Manager, Client Experience and Success, functions as an integral part of the Client Experience Team. The Manager manages a region of Client Experience team members as well as coordinates the efforts for the OnBoarding of new clients by assisting the sales organization with navigating the internal processes and requirements for account relationship implementation. The Client Experience & Success Manager performs high end tasks such as escalations, training, and identifies opportunities for process improvement. The Manager works with the Client Experience Team Leads to coordinate necessary training and best practice sharing for all Client Experience Specialists and Advisors. The Manager ensures effective team communications, workload balancing, and best practice sharing among the Client Experience Teams.

Where applicable, this position assures departmental processes are performed in compliance with applicable Sarbanes-Oxley controls.

Primary Job Duties

•	Coordinates the efforts for Client OnBoarding Owns the client onboarding checklist and holds parties accountable for their portion. Coordinates calls and specialized training sessions EAEs and IAMs for OnBoarding discovery. Maintains and updates OnBoarding Checklist and process documents Communicates all changes to Client OnBoarding processes and requirements.
•	Manages Client Experience Team providing ongoing feedback, managing disciplinary actions, and completing annual performance evaluations of the team with the feedback of the team leads. Maintains adequate support for the business by hiring additional headcount Approves time off requests and ensures timely and accurate completion of biweekly timecards for payroll processing. PIP (Performance Improvement Plan) implementation and monitoring to help low performers receive the added training/tutoring they may need to succeed. Onboards new team members by mentoring and answering questions, providing available resources, and scheduling training for applicable areas
•	Creates and delivers training and educational materials for internal departments and external clients as needed. Provides content for training documents and videos. Creates user training manuals, documents, and videos in conjunction with Marketing dept. as appropriate for clients and sales or operations teams Schedules Screen sharing sessions as needed. Schedules group trainings for commonly needed topics Participate in the ongoing process improvement initiatives representing any unique Connection Enterprise process needs.
•	Handles escalations from Account Executives, Inside Account Manager, Client Success Specialists & Advisors sent to OnBoarding Team as it pertains to Client Support.

Min

USD $86,000.00/Yr.
Max

USD $110,575.00/Yr.
Qualifications

Degree requirements:	Bachelor's Degree or the equivalent combination of education and work experience

Minimum years of work experience to qualify for role:	15

Total years of work experience to be fully proficient:	18

Required competencies:

•	General understanding of technology equipment as it relates to customers IT environments
•	Intermediate Microsoft Office skills including Excel for creating and using spreadsheets with formulas to help manage special projects and improve efficiency
•	Advanced knowledge of Microsoft Outlook for email to include working with a shared email box with ability to multi-task in a high paced environment with multiple messages arriving at once.
•	Working knowledge of virtual meeting software such as Webex and Teams
•	Excellent understanding of TRAXX and rep Website
•	Working knowledge of the IT reseller industry with experience in Operations
•	Advanced knowledge of IT manufacturers and all programs that they offer with ability to support Enterprise clients
•	Experience with Manufacturer Special Pricing Letters for Enterprise clients
•	Understanding of the top IT manufacturer’s products, tools, websites, and lead times with the ability to navigate the manufacturer’s tools and programs
•	Team leadership skills with ability to develop and implement performance improvement plans
•	Exposure to IT purchasing in a large enterprise environment to have knowledge of what client experiences
•	Strategic planning skills with ability to leverage resources

Because of the possibility for fraudulent job postings on many popular job boards, please be advised that Connection will never offer a position of employment without a complete interview process and communication with a “live person".

About the Company

Connection

Global IT solutions and procurement network

Connection is a global IT solutions provider that helps organizations deploy and manage technology across digital workplace, IT infrastructure, multicloud, and lifecycle services. It delivers end-to-end guidance through account managers, solution architects, and technical specialists and connects customers to a network of 500 suppliers in 174 countries via proprietary procurement platforms. Different from competitors, it combines extensive supplier reach, worldwide procurement access, and industry-focused services with trusted values like respect, excellence, teamwork, and integrity. Its goal is to boost growth, productivity, and innovation by providing trusted guidance and timely access to technology solutions.

Company size: 1,001-5,000
Company stage: IPO
Headquarters: Merrimack, NH
Founded: 1982

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