West Regional Customer Service Director (Rcsd)

Compucom Systems Inc Seattle , WA 98113

Posted 2 months ago

Why CompuCom? (Overview)

The Service Delivery Leader owns a region comprising multiple clients (10 to 25), is directly accountable for their Delivery region for all Delivery Services (shared, remote and/or dedicated) and Delivery Cost to the Region's Accounts Program Executive. Generally, a region is about $80mm to $100mm in size. This individual will also represent and be accountable for all Delivery Services such as New Solutions, Acct Expansion, Projects, Transitions/Transformations, implementation of new services and operations (and all associated account management services, e.g., SLAs, CSATs, Cost, Forecast, reporting, trends) to the Regional Program Executive and assigned Client Executives while acting as the Single Point of Ownership for Delivery. This individual will also build, manage and develop a high performing team of Delivery Managers for each account in their respective region.

Please note, the candidate must live within the West Coast region.

Key Roles & Responsibilities at a Regional Level:

  • Overall the organization is accountable to own the Regional clients for all delivery cost, growth support and contribution to GM $

  • Client Satisfaction measured via Net Promoter Score (NPS)

  • Governance

  • QBR and MBRs

  • Strategic

  • Innovation Road Mapping through the Client Executives
  • Deliver all client delivery services and high CSATs that contribute to Renewals / Zero Churn

  • Aid the Regional Executive and assigned Client Executives to prepare account plans and targets for incremental growth through projects, adjacency, and accretive opportunities

  • When presented with the opportunity/situation, proactively acquire help and support from Delivery

  • Manage a team of direct reports, along with matrix relationships specific to role. Gives input to senior management on performance of assigned staff.

  • Provides leadership to associates and manages any personnel or discipline issues that may arise.

  • Controls hiring and terminations as needed. Reviews and approves all personnel administrative duties, such as weekly time keeping, vacation scheduling, performance evaluations, annual reviews, etc.

  • Provides training, coaching, and counseling to subordinates for continuous improvement

  • Expertly manage Service Delivery and Client escalations

  • Manage and oversee multiple project/transition efforts simultaneously across their region

  • Exhibit excellent analytical and problem solving skills

  • Implementation of new tools, capabilities to drive customer adoption

  • Accountable to help with Client Executive and Customer for adoption

  • Drive Staff Augmentation, Professional Services, Projects and Consulting

  • Red Team Customer Service Improvement Program

  • Voice of the Customer

  • Works closely with the Product Development teams, feedback for new requirements, needs and feedback into the roadmap and release plans for delivery capabilities.

Qualifications and Skills:

  • BA/BS in Business Management/Computer Science

  • 10-15 years of comparable experience

  • Excellent account & delivery skills, sales support with relevant IT/Product categories

  • Strong strategic and tactical account support management & services skills

  • Strong Matrix Management and delivery skills

  • Strong Project/Program and Transition background experiences to ensure success

  • Excellent communicator

  • Strong initiative, leadership skills and work ethic

  • Attention to detail, with a focus on interpreting results from data available

  • Ability to work independently and multi-task in a team-oriented environment

  • Problem solving capabilities, which includes using several methods to help diagnose the opportunity with general focus on operational efficiency

Core Competencies:

  • Operational Efficiency-Consistently review, identify and implement changes that maintain our commitment to be both operationally and financially efficient

  • Budget Controls-Managing a significant piece of the overall expenditures for the total Regional Delivery Service's cost thru weekly, monthly and quarterly reviews, trends and variance analysis.

  • Creative Business Development-Support the develop of unique ways to support the Regional Executives growing the business with our customer and provide solutions to cost, economic or environmental challenges

  • Business Planning/Project Management-Develop and manage complex solution & delivery plans, while executing against specific financial cost and SLA targets.

  • Industry Acumen-Engage your customer, as well as the broader industry, to identify and utilize solutions with the focus on generating and/or retaining business

  • Strong Customer Relationships-Manage all aspects of the customer relationship, whether directly or indirectly, while promoting the CompuCom brand and its strategy

  • In-Depth Product/Brand Knowledge-Develop an intimate knowledge of your customers brand(s), values, position, opportunities and corporate personality and align it with CompuCom's value proposition

Key Metrics:

Performance Indicators for Retaining Customers:

  • Renewals
  • By providing excellent Delivery Services that meet SLAs, obtain high CSATs against SOW for "what, where, and when" the services are needed.
  • Net Promoter Score
  • How satisfied customers are with your product or service
  • With Accretive revenue growth, control cost and delivery services to maintain GM%
  • Works closely with Delivery peers to ensure service demand are met within cost constraints

Performance Indicators for Strengthening Relationships:

  • Ability to help drive innovation and design workshops with Delivery Architects, Professional Services and Sales support to meet Regional and Client Executive requirements for their Accounts

  • Positive MBRs and QBR's

  • SLAs, CSATs, Services and Projects delivered on time and within budgets.

Performance Indicators for Growing Revenue:

  • Customer Upsell Services
  • Support Client Executive Revenue obtained via upselling
  • Customer Cross Sell Revenue
  • Support Client Executive Revenue obtained via cross-selling
  • Contract Extension Revenue
  • Support Client Executive Revenue gained from contract extensions

Leadership Attributes/Expectations:

  • Demonstrate the highest degree and respect and integrity in all aspects of the role

  • Bring sincere enthusiasm to the leadership role, and drive that enthusiasm down through the team and across to other business units within CompuCom Systems

  • Deliver thoughtful and well development communication strategies; both internally and externally

  • Demonstrate a high degree of decisiveness, while maintaining a level of due diligence behind every key strategic decision

  • Empower those around you, while providing the necessary tools, training and development opportunities, to build a high performing team


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West Regional Customer Service Director (Rcsd)

Compucom Systems Inc