Customer Experience Representative

Primary Focus:

Through maximized platform utilization, our Customer Experience Representatives are focused on delivering and maximizing outcomes for aligned customers and their vendor(s) to include items such as: recruitment, training & enablement, end-customer acquisition, pipeline development, and upgrades/cross-sell initiatives utilizing platform data. As a Customer Experience Representative within a platform company, Ingram Micro, you will play a key role in enabling sales within a specific customer or category of products and services. Serving as a customer/category subject matter expert, you will collaborate closely with sales teams, vendors, and customers to provide valuable insights, technical expertise, and exceptional service. Your knowledge of the customer and/or solutions category, in addition to strong communication skills, will enable you to identify customer needs, recommend solutions, and contribute to the overall growth and success of the customer/category.

Key Responsibilities:

Xvantage Expertise:

• Drive insights and actions for reseller partners and vendors. Identifies opportunities to increase usage of the Xvantage platform for both reseller partners and vendors.

Solution Enablement:

• Focused on a portfolio of customers or vendors to build a full solution.

• Develop a comprehensive understanding of the products and services across the GTM organization.

• Stay up to date with industry trends, technological advancements, and competitive offerings to position Ingram Micro as a trusted advisor and market leader.

• Develop sales collateral, presentations, and marketing materials to enable the sales team in their efforts to adopt category solutions and/or Ingram Micro value add.

• Conduct training sessions to ensure a comprehensive understanding of category solutions and value add to customer.

Sales Support:

• Collaborate with the sales team to identify customer needs and recommend suitable solutions.

• Assist in pre-sales activities, including product demonstrations, technical consultations, and proposal development to secure new business opportunities.

Customer Engagement:

• Proactively engage with customers to understand their challenges, goals, and requirements.

• Provide personalized recommendations and solutions to address their specific needs, fostering strong customer relationships.

Customer/Vendor Relations:

• Work closely with key vendors to stay informed about product updates, promotions, and marketing campaigns.

• Leverage vendor partnerships to deliver the best solutions and value to customers.

What experience, knowledge and skills does a Customer Experience Rep need?

KNOWLEDGE AND SKILLS:

• Experience in a sales or solutions role within the technology industry, preferably with a focus on platform products or services is preferred.

• Skilled in: Good communication and presentation skills. Self-motivated and proactive with a strong sense of ownership and accountability. Customer-centric mindset with a passion for delivering exceptional service and building strong customer relationships.

• Ability to be a team player and to collaborate with cross-functional teams and vendors. Adaptability to work in a fast-paced, dynamic environment and handle multiple priorities simultaneously. Typically, the level of experience and education required to demonstrate these key elements of knowledge/skills/experiences are:

REQUIREMENTS:

• Typically requires a four-year college degree or equivalent experience and 2 years functional experience.