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Manager, Customer Success - Ingram Micro Cloud

Miami, FL, United States
Job ID: 47920

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Description

Ingram Micro Cloud is a “startup like” business arm of the larger Ingram Micro – and we’re growing absurdly fast. We are the world’s largest cloud platform provider, enabling any business to provide cloud solutions to anyone. We are committed to helping our partners drive new ways of doing business with an infinite ecosystem of cloud solutions, platform technology, enablement programs, and relationships with the biggest players in the cloud industry. Today, we deliver the world’s broadest, fully automated marketplace of cloud services. We have a proven track record of success and expertise in SaaS, IaaS, UCaaS, IoT, and Cybersecurity, and a large footprint in the channel that allows our partners to grow faster than any others. Currently, Ingram Micro is the world’s largest technology distributor, with operations in 59 countries and more than 35,000 associates. We continue to strategically expand our global reach with over 40 acquisitions since 2012 – and we’re just getting started.

This is where you come in!

Our ideal candidate is someone who possesses excellent communication skills, thought leadership in their role, and an innovative problem solver who isn’t afraid to think outside-of-the-box to provide the best solutions for our partners.

Responsibilities:

  • Build a foundation and execute on our customer success breadth strategy.
  • Build and manage a high performing customer success team consisting of Customer Success Representatives (CSRs) and Platform Success Representatives (PSRs).
  • Establish and scale a multi-cultural, multi-language team that successfully engages and covers our breadth customer base across the AMERICAS.
  • Co-develop and execute our strategy to reach adoption, retention, and expansion targets for our breadth customer base.
  • Develop and deliver adoption practices for our cloud marketplace technologies with your team of PSRs.
  • Develop and deliver general and vendor specific retention and expansion practices with your team of CSRs.
  • Monitor customer and cohort behavior and engage directly to ensure the best possible customer experience.
  • Deliver outstanding performance against our CST targets, Net Dollar Retention (NDR), Gross Retention (GR), Technology Adoption and Customer Advocacy.
  • Collaborate and work with other Ingram Micro (local & global) teams across Marketing, Finance, Engineering and Modern Experience.
  • Engage with various technology vendors and build a customer success practice portfolio.

Qualifications:

  • Minimum of 5 years’ experience in sales /account management, consulting, or customer success.
  • Proven personal track record of business/sales performance.
  • Experience managing expansive account/ customer territory at scale.
  • Experience in building and managing multi-lingual teams.
  • Strong experience managing multi-tiered customer and service provider relationships.
  • Strong interpersonal skills including the ability to work well with others and build a team-oriented environment.
  • Willingness and ability to travel up to 30% of the time.
  • Competitive, ethical, refuse-to-lose attitude, strong work ethic, excellent team building and influencing skills.
  • Previous experience working on SaaS, IaaS or general Cloud technology is a plus.
  • Must be energetic, bold and ambitious with the ability to motivate and empower a sales team to execute on Ingram Micro Cloud strategic objectives

This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.

Why Ingram Micro?

  • Competitive tech industry salaries
  • Medical, Dental, Vision
  • 401K Matching
  • Vacation + Sick Days
  • Work Life Balance
  • Paid Parental Leave
  • Continuing Education Reimbursement
  • Bonus Opportunities
  • Benefits start on day one
  • Swag from the coolest vendors in Tech
  • Mentorship & Career Growth Opportunities

Please be prepared to pass a drug test and background check that includes verification of vaccination status.

Ingram Micro requires all new associates to be fully vaccinated against COVID-19. Therefore, this position requires applicants to submit proof, prior to start date, that the successful applicant is fully vaccinated against COVID-19. Ingram Micro will comply with applicable laws regarding the reasonable accommodation of individuals with disabilities and/or sincerely held religious beliefs. Applicants will be notified of the requirements of Ingram Micro’s COVID-19 policy and process for verification of vaccination status prior to the start of employment.

Ingram Micro believes there is no place in our society for social injustice, discrimination, or racism. As a company we do not – and will not – tolerate these actions.

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

Ingram Micro Cloud
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