Lead Customer Success Manager - Managed IT Services
Company: Konica Minolta Business Solutions
Location: Philadelphia
Posted on: October 18, 2024
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Job Description:
Job Description Overview
Reporting to the Customer Success Director (CSD), the Lead Customer
Success Manager is tasked with fostering successful business
relationships while driving growth in Managed IT Services. This
role is pivotal in managing existing business with key accounts to
achieve sales targets by increasing recurring and non-recurring
services revenue. Along with building partnerships with customer
decision-makers to provide value and drive mutual success, a
critical function of this role is to develop and maintain
technology plans for each customer, ensuring that our services
align with their strategic objectives. ***Please note, although
this position is remote, this will be for the Ohio region, you must
reside in Ohio or one of it's surrounding states***
Responsibilities
Essential Job Functions
* Manage key account relationships with a focus on driving growth
and expanding service offerings.
* Conduct regular in-person meetings with customers to identify
opportunities for growth and contribute to the development of
technology plans, ensuring alignment with their evolving needs.
* Serve as the primary liaison for customers regarding growth
opportunities, qualifying leads from Customer Success, Engineering,
or Service Delivery teams to drive additional revenue streams.
* Continuously anticipate and assess customer needs based on
industry trends and historical business activity to inform
strategic decisions and technology solutions.
* Foster effective communication and collaboration within internal
teams to align customer objectives and growth opportunities.
* Promote and facilitate digital transformation initiatives that
align with customers' technological advancements and strategic
goals, ensuring the seamless integration of our services.
* Maintain accurate and up-to-date customer information in the CRM
system, leveraging this data for strategic planning and
decision-making.
* Be responsible for continuing risk management to ensure retention
and growth of customers in the assigned portfolio.
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.
* 8+ 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 ability in building strategic client relationships and
achieving sales targets.
* Strong business development, negotiation, and influencing
skills.
* Working knowledge of ITIL Service Lifecycle and IT Best
Practices.
* Deep understanding of business needs and the ability to discuss
and plan for the integration of technology solutions.
* Excellent organizational skills and strong ability to manage and
prioritize 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.
Keywords: Konica Minolta Business Solutions, Jersey City , Lead Customer Success Manager - Managed IT Services, Hospitality & Tourism , Philadelphia, New Jersey
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