Global Marketplace Manager CX (Customer Experience) at Ingram Micro Inc in Irvine, California

Job Description:

Description

Do you crave for the customer experience and service with satisfaction? Leave the customer with a smile buy solving their problems and driving their loyalty with the brand? Are compassionate and empathic for customers? Then this is the role for you.

Ingram Micro Cloud, a business unit of Ingram Micro, powers the world's largest cloud marketplace, and is committed to helping our partners accelerate their digital business success by leveraging our hyperscale platform technology, infinite ecosystem of cloud solutions from the biggest innovators in the tech industry, and go-to-market support and resources to accelerate adoption and growth. With proven proficiency in SaaS (Software as a Service), IaaS, IoT (Internet of things), security, and XaaS technologies, we invite visionaries to join our team and make an impact on this fast-growing industry.

Ingram Micro is seeking a Global Marketplace CX Manager motivated to make a difference in how we think, improve how we work and get things done. Your primary role will be to identify the processes which can improve the customer experience (Partners) when they do business with us on Marketplace. The experience improvement begins from the point they start their journey with us as becoming a partner to scaling their business with us. You are required to work with various functions of the business and the customer to make sure that you identify the various areas of improvement and product improvements that can be implemented in all countries. You must always think from a customer's point of view and how they experience and satisfaction is what drives loyalty towards Ingram Micro Cloud.

Ingram Micro's mission is to help businesses to fully realize the promise of technology. Touching 80% of the technology used every day around the world, no other company delivers the full spectrum and scale of global technology to businesses around the world. With $50 billion annual revenue in 50+ countries and 32,000+ associates worldwide, Ingram Micro's global infrastructure and deep expertise in platform technology, cloud, and mobility enable our customers to operate efficiently and successfully in the digital economy.

Job Responsibilities:

• Lead the customer experience initiatives across the globe around marketplace business


• Identify the challenges in various process around marketplace through out the journey of the partner and drive the improvement in all the countries


• Run global programs like MaaS and Syndication to drive awareness and stream like the sales process


• Coordinate & Manage the Communication and Marketing activities for Marketplace with Marketing Team


• Arrange the Cloud Coffee meetings with key Partners for Marketplace Platform feedback and roadmap validation


• Establish and run the Cloud Partner Alliance Group for North America, Europe, APAC

Job Requirements:

• Bachelor's degree, BS/BA preferred


• 7+ years of customer management role in technology or Cloud company


• Previous management experience required (min. of 3 years)


• Ability to influence and manage multiple stakeholders across diverse backgrounds


• A passionate advocate for customer needs and opportunities


• Continuously learning and adapting the approach to maximize results


• Self-motivated and able to set own direction


• Inquisitive about the market and emerging trends


• Listens to and acts on feedback from customers and internal stakeholders

Success Criteria:

• Execution of the projects in the countries for the improvements


• Success Stories of the customers with improvement satisfaction

*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 of these duties.

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.

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