Customer Experience Representative; SMB

Position: Customer Experience Representative (SMB)
Location: Village of Williamsville
## Customer Experience Representative (SMB)
** Accelerate your career. Join the organization that's driving the world's technology and shape the future.
** Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage set us apart.

Learn more atCome join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!

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.

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.

The…