Global Customer Delivery & Success Manager - Remote

About the Role

This is a customer-facing role directly responsible for managing the delivery of contracted Managed Services and Solutions as defined in the Statement of Work (SOW) to the client’s satisfaction. The Customer Delivery Manager/Customer Success Manager (CDM/CSM) serves as the single point of contact for the customer, accountable for revenue and profit margin targets, and building high-trust relationships across multiple levels within the client environment. The role involves becoming a credible advisor on fleet and business optimization, driving strategic account growth, and ensuring exceptional service delivery to achieve 100% client retention.

Responsibilities

• Manage and execute a Managed Services Statement of Work for a single large account and/or multiple complex, medium/small accounts.
• Sell and position IT Solutions and Digital Transformation Solutions, aligning technology offerings with customer business objectives to drive revenue growth.
• Oversee day-to-day operations, including install base accuracy, hardware orders, device change management, issue resolution, client training, consumables forecasts, toner reconciliation, vendor management, and contract amendments.
• Drive the post-sales relationship with assigned accounts and partner with the project management team for successful deployment and steady-state account management.
• Oversee customer lifecycle activities, including monthly governance, customer satisfaction, and service & maintenance performance metrics to fulfill contractual SLA requirements.
• Lead regular strategic business reviews to communicate progress, address risks, and present innovative solutions.
• Develop and own the Customer Output Strategy, mapping value-added projects to customer output objectives.
• Identify, forecast, and pursue growth and expansion opportunities through strategic account planning.
• Develop and maintain relationships with decision-makers and key influencers to ensure continued revenue generation and high customer satisfaction.
• Manage fiduciary responsibilities, including cost management, inventory, accounts receivable, gross margin, and revenue/expense forecasting.
• Maximize renewal rates by partnering with the Regional Sales Manager (RSM) team to lead contract renewals with a focus on value-based outcomes.
• Consult with client stakeholders to align Xerox solutions with their business strategies and goals.
• Serve as a trusted advisor, leveraging knowledge of Xerox products and solutions to address customer challenges.
• Manage teams and business operations across diverse cultures and time zones (NA, EMEA, LATAM, and APAC).
• Travel up to 20% as needed to support customer engagements, business development, and internal meetings.

Requirements

• Bachelor’s degree (BA or BS) or equivalent strongly preferred.
• 8-10 years of experience in account leadership roles such as operational management, sales, or business management.
• Experience working in a matrixed environment.
• Strong customer-centric, professional communication skills and demeanor.
• Demonstrated ability to interact and present to clients at an executive level.
• Experience with Managed Print Services projects and hardware deployments.
• Strong task management, problem-solving, and process management skills, with the ability to direct work through non-dedicated resources.

Skills

• Experience identifying and addressing customer business needs in the print and technology space.
• Proactive account management and service delivery.
• Consultative selling and issue resolution skills.
• Strategic and long-term account planning.
• Knowledge of technology services portfolios to address customer needs.
• Effective customer negotiation skills.
• Proficiency in MS Dynamics systems, tools, and processes or equivalent.
• Strong communication skills, able to present complex procedures and proposals to diverse, international groups.
• Cross-cultural business awareness and ability to build rapport in multicultural settings.
• Ability to manage remote teams and projects.

Scope and Impact

• Responsible for managing multiple accounts or a very large single account, locally or globally.
• Supports pre-sales, drives adoption, and increases utilization of Xerox solutions.
• Manages P&L for assigned accounts.
• Accountable for customer retention and contract renewals.