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Senior Manager Client Success (Client Services Account Management)
IT Asset Disposition (ITAD) Hybrid 3 days onsite

At Ingram Micro we help organizations move technology forwardsecurely responsibly and at scale. Within our IT Asset Disposition (ITAD) business client experience is critical to trust retention and longterm growth. We are seeking a Senior Manager Client Success to lead and evolve our Client Services Account Management function with a 100% customercentric mindset and a strong focus on modern systems automation and datadriven execution.

The Opportunity

The Senior Manager Client Success leads a team of 1012 Client Services Account Managers responsible for the daytoday management of enterprise ITAD clients. This role is accountable for elevating the endtoend client experience strengthening inside sales motions and building the processes tools and performance discipline required to meet SLAs consistently and scale effectively.

This leader will play a pivotal role in reimagining how clients interact with our services and systems partnering closely with internal stakeholders to improve usability visibility and outcomeswhile ensuring that changes are adopted and sustained through strong change management.

How Youll Make an Impact (Key Responsibilities)

Client Experience & Transformation

• Own the client experience strategy for ITAD Client Services with a relentless focus on usability responsiveness and value realization.
• Identify gaps in current client workflows systems and tools; drive improvements that make interactions more intuitive efficient and transparent.
• Champion modernization through technology automation AIenabled tools and new operating models that improve both client and team experience.

Team Leadership & Development

• Lead coach and develop a team of 1012 Client Services Account Managers.
• Build capabilities in client success discipline proactive account management and solutionoriented problem resolution.
• Establish clear expectations performance standards and development paths to raise team effectiveness and accountability.

Process SLA & Performance Management

• Define document and implement standardized client service processes and playbooks.
• Establish clear SLAs KPIs and pipeline visibility to manage workload responsiveness and outcomes.
• Build and maintain an executivelevel view of team and client performance enabling datadriven decisionmaking at all levels.
• Drive consistent inside sales motions to support retention renewals and expansion opportunities.

Change Management & Execution

• Lead change initiatives endtoendfrom design through adoptionensuring new processes and tools are embedded and sustained.
• Partner crossfunctionally (Operations Technology Compliance Sales Finance) to resolve systemic issues and improve service delivery.
• Act as a senior escalation point for complex client issues ensuring clear communication and measurable resolution.

Success Measures (What Great Looks Like)

• Measurable improvement in client satisfaction and engagement
• Consistent achievement of SLAs and service KPIs
• Increased team productivity through better tools workflows and visibility
• Improved data quality and executive reporting on portfolio health
• Strong retention and expansion readiness driven by a consultative client success model
• High team engagement skill growth and accountability

Required Qualifications (MustHaves)

• 7 years of experience in Client Success Client Services Account Management or Customer Experience leadership
• 3 years of people leadership managing professional clientfacing teams
• Proven success transforming client experience through systems process redesign and performance management
• Strong experience with client success platforms CRMs service workflows analytics and KPI dashboards
• Demonstrated ability to lead change and ensure adoption of new tools and processes
• Executivelevel communication skills and comfort influencing across functions
• Bachelors degree or equivalent relevant experience

Preferred Qualifications (NicetoHave)

• Background in technologyforward productenabled or services organizations that use automation and data to drive efficiency
• Experience improving or launching client portals internal tools or digital workflows
• Familiarity with inside sales or renewalsupport motions
• ITAD asset lifecycle logistics or regulatedservices experience (helpful but not required)

Why Ingram Micro

At Ingram Micro your work contributes to progress that mattersto customers partners and communities worldwide. We offer the opportunity to lead meaningful change modernize how client services operate and grow your career in an organization that values results integrity imagination courage responsibility and talent.

Work Model

This role follows a hybrid schedule (3 days onsite).

#LI-Hybrid

The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidates primary work location pay grade and variable compensation plan. Individual base pay within each range depends on various factors in addition to primary work location such as complexity and responsibility of role job duties/requirements and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range.

At Ingram Micro certain roles are eligible for additional rewards including merit increases annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. U.S.-based employees have access to healthcare benefits paid time off parental leave a 401(k) plan and company match short-term and long-term disability coverage basic life insurance and wellbeing benefits among others.

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

Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.

Ingram Micro Inc. 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.