RICOH COLOMBIA · 1 day ago
Client Services Program Lead
Parma, OH
Full-time
Onsite
Mid, Senior Level
3+ years expRicoh Colombia is a global leader in integrated solutions, and they are seeking a Client Services Program Lead to oversee critical correspondence programs. This role involves managing customer programs from concept to implementation, ensuring quality standards are met, and maintaining customer satisfaction.
Information Technology & Services
Responsibilities
Reviews proposals or program plans to determine timelines, funding constraints, procedures, staffing requirements, and resource allocation for various implementation phases
Establishes detailed work plans by collaborating with internal stakeholders
Meets with Ricoh staff and customers to outline program work plans
Directs and coordinates program personnel to ensure progress aligns with schedules and objectives
Reviews status reports from program staff and vendors; adjusts plans and schedules as needed
Prepares regular reports for management, clients, and other stakeholders
Coordinates with Ricoh personnel to resolve issues and gathers information for Root Cause Analyses (RCA). May prepare and present RCA findings, including safety and security aspects when applicable
Coordinates program activities with third‑party contractors, suppliers, service providers, and customer teams
Depending on customer size and complexity, may direct Ricoh personnel and serve as the primary customer contact during implementation and steady-state operations. When a Project Management Office (PMO) is required, collaborates closely during implementation and assumes ownership once steady‑state is achieved
Provides feedback to functional leadership regarding team performance to assist with evaluations
Conducts monthly and quarterly meetings with the customer to maintain transparency and open communication
Participates in pre‑sales activities with Sales and Design teams to determine customer needs, define scope, and support proposal pricing
Prepares monthly activity information used by the billing team for invoicing
Ensures overall customer satisfaction with Ricoh services
Communicates customer issues to the operations team and collaborates on customer‑centric solutions
Qualification
Required
Four‑year degree or equivalent professional experience
Minimum 3–5 years of Program Management experience, preferably within a service bureau environment
Ability to solve practical problems and address variables in situations where standardization may be limited
Ability to read, analyze, and interpret technical journals, financial reports, and relevant documentation
Ability to respond effectively to customer inquiries, regulatory agency questions, and business community concerns
Ability to present information clearly to clients, senior management, and groups
Ability to interpret written, verbal, diagrammatic, or scheduled instructions
Excellent organizational, communication, and documentation skills
Advanced proficiency in Microsoft Word, Excel, and Project
Ability to create, maintain, and publish comprehensive financial and performance reports for assigned programs
Benefits
Choose from a broad selection of medical, dental, life, and disability insurance options.
Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
Augment your education with team member tuition assistance programs.
Enjoy paid vacation time and paid holidays annually
Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.
Company
RICOH COLOMBIA
Ricoh es una compañía global de información y tecnología construyendo sobre la base de nuestro legado de innovación en un nuevo mundo del trabajo.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase