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Konica Minolta Business Solutions U.S.A., Inc. · 1 hour ago

Manager, GCS Client Experience

Phoenix, AZ

Full-time

Hybrid

Mid, Senior Level

5+ years exp

Konica Minolta Business Solutions U.S.A., Inc. is seeking a Manager, GCS Client Experience to enhance client engagement and satisfaction. The role involves strategic consulting, account management, technical service delivery, and team leadership to ensure successful project execution and client success.

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

Responsibilities

Provides targeted mentorship and expertise to Direct Sales teams and project stakeholders, ensuring alignment with Konica Minolta methodologies and processes specific to the client’s environment

Acts as a strategic consultant to client decision-makers, offering guidance on solutions that address their business objectives and operational challenges

Validates account-specific deliverables and proactively resolves implementation issues to maintain project timelines and client satisfaction

Develops a customized client transformation roadmap that outlines the evolution of the client’s IT portfolio from its current state to a desired future state, incorporating business priorities and technology goals

Serves as the single point of contact for assigned managed accounts, ensuring seamless communication and accountability throughout the engagement lifecycle

Monitors account activities and proactively escalates issues to maintain service continuity and client satisfaction

Supports top-tier managed account clients by delivering customized documentation, coordinating deployments, and providing detailed reporting aligned with client-specific requirements

Builds and nurtures global networks to foster collaboration across internal teams and client stakeholders

Facilitates strategic discussions with cross-functional teams and client leadership to align priorities, drive execution, and achieve desired business outcomes

Documents client expectations and influences deliverables to ensure adherence to agreed-upon standards and timelines

Creates and maintains comprehensive account documentation for technical engineers, including deployment guides, configuration guides, operations manuals, and knowledge base articles

Monitors program and project elements to ensure that progress of account engagements meets expectations

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

Owns Root Cause Analysis from end-to-end to develop problem management solutions and standards for managed accounts

Trending business and technical analysis and recognition of trend needs; presenting recommendations for customer service improvement and opportunities

Drives process enhancements to improve efficiency and service quality

Facilitates resolution strategies with appropriate customer contacts

Leadership of direct team and others within Konica Minolta

Monitor team member key performance metrics and takes action to correct defects and improve performance

Assist staff with questions or concerns; show genuine support and recognition of good performance

Write and conduct approved performance appraisals; conduct mentoring sessions with staff to discuss job performance

Recruits and develops staff and management

Actively engages in learning opportunities and complete assigned curriculum in a timely manner; applies knowledge to continuously improve the customer experience, assists with the build of learning and training materials

Qualification

Konica Minolta device knowledgeNetworking knowledgeITSM platforms experienceMicrosoft Office proficiencyBusiness process workflowsAdvanced troubleshootingCustomer service skillsTeam leadershipCritical thinkingTime managementInterpersonal skillsDetail-oriented