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Konica Minolta Business Solutions U.S.A., Inc. · 6 days ago

Customer Success Manager

Chicago, IL

Full-time

Onsite

Mid Level

4+ years exp

Konica Minolta Business Solutions U.S.A., Inc. is seeking a Customer Success Manager for its IT Managed Services Division. The CSM is responsible for developing customer relationships to promote retention and loyalty, ensuring customer satisfaction, and managing customer feedback to improve services.

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

Responsibilities

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

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

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

Qualification

Account managementCustomer serviceITIL Service LifecycleBusiness developmentNegotiation skillsOrganizational skillsCommunication skillsFlexibilityCustomer focusTime management

Required

Requires at least a bachelor's degree, or its foreign equivalent, or equivalent combination of relevant education and experience

4+ 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