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Konica Minolta Business Solutions U.S.A., Inc. · 3 hours ago

GCS Managed Account Coordinator II

New York, NY

Full-time

Hybrid

Mid Level

3+ years exp

Konica Minolta Business Solutions U.S.A., Inc. is seeking a GCS Managed Account Coordinator II to provide high-level account service management for complex domestic and global clients. The role involves onboarding activities, ongoing account maintenance, and managing client requirements for deployment and incident management.

Business IntelligenceCloud Data ServicesDocument ManagementEnterprise Resource Planning (ERP)Information TechnologyManufacturingMobile AppsPrintingUnified CommunicationsWeb Development

Responsibilities

Participate in client discovery sessions to understand requirements regarding deployment, incident and/or solution management

Compile Managed Account implementation documentation that will be utilized by dispatched technical engineers (Deployment Guide, Program Support Guide, Operations Guide, email communication templates, etc)

Communicate program specific requirements and procedures to local (domestic or global) installing teams for deployment of new hardware and/or solutions and services

Compile processes/procedures/curriculum using approved templates for internal operational team members to utilize while supporting ongoing break/fix (hardware and solutions) incident requests for each supported client

Compile processes/procedures/curriculum using approved templates for internal operational team members to utilize while supporting on-going IMAC-D requests (Install, Move, Add, Change, Delete) for each supported client

Reconcile customer fleet assets using multiple data sources and provide fleet reporting

Provide status updates to internal and external stakeholders utilizing multi-media

Initiate improvement plans for active projects; perform continuous follow-up and track project to completion

Understand customer contract and applicable SLAs - works with customer and account team organically to operationalize contract requirements

Enforce contractual SLA obligations by monitoring incident activity; work with local service teams to resolve escalations

Participate in the development and distribution of monthly/quarterly service metric reporting, by utilizing and linking data from different data sources (client system, KM system, fleet tool reporting, etc)

Participate in onsite or remote PAR (Periodic Account Reviews) presentations as required

Complete projects and tasks as assigned by management

Qualification

Project coordinationCustomer serviceProblem solvingITIL process frameworkMicrosoft OfficeNetworking knowledgeTroubleshooting skillsPresentation skillsCommunication skillsTime managementInterpersonal skillsOrganizational skills