Global Customer Delivery & Success Manager

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Xerox

WebsiteLinkedInAll Job Openings

10,000+ employees

🔧 Hardware

☁️ SaaS

🏢 Enterprise

Hardware • SaaS • Enterprise

Xerox is a global provider of printing hardware and document-management solutions. The company designs and sells printers, multifunction (MFP) devices, digital sheet-fed production presses, scanners and consumables, and offers related software and cloud/mobile printing tools. Xerox also provides managed print services, enterprise content and workflow software (capture, workflow automation, intelligent document processing), IT and data solutions, and digital services aimed at improving business workflows and security. The company serves businesses and institutions across education, healthcare, government, finance and other sectors and emphasizes environmental and corporate-responsibility commitments.

📋 Description

• Manage and execute Managed Services Statements of Work for large or multiple complex accounts • Sell and position IT Solutions and Digital Transformation Solutions aligned with customer objectives • Manage day-to-day operations including install base accuracy, hardware orders, device change management, issue resolution, training needs, consumables, vendor management, and contract amendments • Drive post-sales relationships with assigned accounts • Partner with project management through deployment, contract setup, and steady-state account management • Oversee customer lifecycle activities, monthly governance, and customer satisfaction • Monitor and report services and maintenance performance against contractual SLA requirements • Lead strategic business reviews, communicate progress, mitigate risks, and present innovation solutions • Develop and own Customer Output Strategies and align value-added projects with customer objectives • Plan strategically and identify, forecast, and pursue growth and expansion opportunities • Build relationships with decision makers and key influencers • Manage ongoing operations including costs, inventory, accounts receivable, gross margin, and revenue and expense forecasts • Lead contract renewal processes with Regional Sales Managers • Consult with stakeholders to align Xerox solutions with business strategies and success criteria • Act as a trusted advisor to customer stakeholders • Manage teams and business operations across diverse cultures and time zones • Travel up to 20% for customer engagements, business development activities, and internal meetings

🎯 Requirements

• Experience in account leadership, operational management, sales, or business management; 8–10 years preferred • Experience working in a matrixed environment • Experience with Managed Print Services projects and hardware deployments required • Experience identifying and addressing customer business needs in print and technology • Experience in proactive account management and service delivery • Consultative selling or issue resolution experience • Strategic and long-term account planning skills • Experience applying technology services portfolios to customer needs • Customer negotiation experience • Knowledge of MS Dynamics systems, tools, and processes or equivalent • Effective communication and presentation skills for complex procedures and proposals to diverse international groups • Understanding of cross-cultural business practices and ability to build rapport in multicultural settings • Ability to manage teams and projects remotely • Strong customer-centric professional communication skills • Significant experience presenting to clients, including executives • Strong task management, problem solving, and process management skills • Ability to direct work through non-dedicated resources • Willingness and ability to travel up to 20% • Bachelor's degree [BA or BS] or equivalent strongly preferred

🏖️ Benefits

• Comprehensive suite of benefits • Equal Opportunity Employer • Reasonable accommodation(s) available for applicants with disabilities