Sr. Customer Success Manager

Overview:

Reporting to the National Manager – Customer Success, the Sr. Customer Success Manager (CSM) is responsible for developing customer relationships that promote retention and loyalty. The Sr. CSM works closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. This includes the ability to identify and promote improvements to customer technical services and systems. The Sr. CSM will spend an equal amount of their time ensuring customer satisfaction, developing opportunities to expand services and customer administrative compliance.

Responsibilities:

Customer Satisfaction:

• Be responsible for ensuring high levels of customer satisfaction and retention for all customers in the assigned portfolio.
• Along with Technical Services Consultant, act as a primary contact for customer stakeholders throughout the customer relationship.
• On behalf of the customer, be responsible to maintain awareness of service management performance, including timely resolution of incidents and delivery of projects & technical services.
• Act as an escalation point for major incidents, assisting in the coordination of resolving parties, effective communication to stakeholders and post incident review.
• Be responsible for continuing risk management to ensure retention and growth of customers in the assigned portfolio.
• Be responsible to manage the customer feedback through survey tools and other forms of customer feedback to ensure continued customer satisfaction.
• Responsible to acquire new business opportunities.

Governance:

• Be accountable to promote opportunities to continually improve standards for hardware, software and security in the customer’s environment, ensuring the effective and efficient use of technology in enabling a customer’s organization to achieve its goals.
• Collaborate directly with the Technical Services Consultant to ensure the quality and performance of technical services for customers in the assigned portfolio, including making recommendations for service improvement.
• Be accountable to ensure all administrative tasks are completed according to company standards, including those tasks that support the effective delivery of a customer’s technical services and systems.

Self-Management:

• Plan and coordinate own/team's activities to meet deliverable commitments and quality expectations.
• Work collaboratively with other team members from different disciplines and backgrounds.
• Implement better and/or innovative ways to meet goals or overcome obstacles.
• Help to maintain a high level of customer focus within the team.
• Build expertise in key technical, functional and professional skills
• Keep management informed and involved as issues develop.

Qualifications:

• Requires at least a bachelor’s degree, or its foreign equivalent, or equivalent combination of relevant education and experience.
• 6+ years of experience in account management, outside sales of customer service with the ability to work independently providing customer service for the technical services and systems of a small and medium business.
• Ability to undertake the above responsibilities
• A passion for Service Improvement in a Customer/Service Provider Relationship
• Strong business development, negotiation, and influencing skills
• Working knowledge of ITIL Service Lifecycle and IT Best Practices
• Excellent organizational skills and strong ability to manage and prioritize and tasks and time efficiently for yourself and others
• Excellent written and verbal communication skills
• Excellent customer facing/customer service skills
• Able to demonstrate a high degree of flexibility including shift and out of hours working
• Able to manage sensitive and sometimes confidential information
• Must be able to learn new concepts, applications and technologies quickly

About Us:

Konica Minolta’s journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions U.S.A., Inc. is reshaping and revolutionizing the workplace to achieve true connectivity through the Intelligent Connected Workplace. The company guides and supports its clients’ digital transformation through its expansive office technology portfolio, including IT Services (All Covered), intelligent information management, managed print services and industrial and commercial print solutions. Konica Minolta has been included on CRN’s MSP 500 list nine times and The World Technology Awards named the company a finalist in the IT Software category. Konica Minolta has been recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for sixteen consecutive years, and is proud to be ranked on the Forbes 2021 America’s Best-in-State employers list. The company received Keypoint Intelligence’s BLI 2021 A3 Line of The Year Award and BLI 2021-2023 Most Color Consistent A3 Brand Award for its bizhub i-Series. Konica Minolta, Inc. has been named to the Dow Jones Sustainability World Index for nine consecutive years and has spent six years on the Global 100 Most Sustainable Corporations in the World list. Konica Minolta partners with its clients to give shape to ideas and works to bring value to our society. For more information, please visit us online and follow Konica Minolta on Facebook, YouTube, LinkedIn and Twitter.

EOE Statement:

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.