At Ingram Micro, we help organizations move technology forward—securely, responsibly, and at scale. Within our IT Asset Disposition (ITAD) business, client experience is critical to trust, retention, and long‑term growth. We are seeking a Senior Manager, Client Success to lead and evolve our Client Services Account Management function with a 100% customer‑centric mindset and a strong focus on modern systems, automation, and data‑driven execution.

The Senior Manager, Client Success leads a team of 10–12 Client Services Account Managers responsible for the day‑to‑day management of enterprise ITAD clients. This role is accountable for elevating the end‑to‑end 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 re‑imagining how clients interact with our services and systems, partnering closely with internal stakeholders to improve usability, visibility, and outcomes—while ensuring that changes are adopted and sustained through strong change management.

How You’ll 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, AI‑enabled tools, and new operating models that improve both client and team experience.

Team Leadership & Development

• Lead, coach, and develop a team of 10–12 Client Services Account Managers.
• Build capabilities in client success discipline, proactive account management, and solution‑oriented 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 executive‑level view of team and client performance, enabling data‑driven decision‑making at all levels.
• Drive consistent inside sales motions to support retention, renewals, and expansion opportunities.

Change Management & Execution

• Lead change initiatives end‑to‑end—from design through adoption—ensuring new processes and tools are embedded and sustained.
• Partner cross‑functionally (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 (Must‑Haves)

• 7+ years of experience in Client Success, Client Services, Account Management, or Customer Experience leadership
• 3+ years of people leadership, managing professional client‑facing 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
• Executive‑level communication skills and comfort influencing across functions
• Bachelor’s degree or equivalent relevant experience

Preferred Qualifications (Nice‑to‑Have)

• Background in technology‑forward, product‑enabled, 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 renewal‑support motions
• ITAD, asset lifecycle, logistics, or regulated‑services experience (helpful but not required)

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 candidate’s 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.  It’s 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.