Overview
Reporting to the National Manager - Customer Success, the Sr. Customer Success Manager (CSM) is responsible for developing customer relationships that promote retention and loyalty.
The CSM works closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. This includes the ability to identify and promote improvements to customer technical services and systems.
The CSM will spend an equal amount of their time ensuring customer satisfaction, developing opportunities to expand services and customer administrative compliance.
Responsibilities
Customer Satisfaction:
* 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.
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.
* 6+ 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
About Us
Konica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta's 20th anniversary in production print, for which it celebrates "20 Years of Excellence, Innovation and Impact," and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta's bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to be ranked on the Forbes 2025 America's Best Large Employers list, included on CRN's MSP 500 list numerous times; recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence's BLI 2025 and 2021 A3 Line of The Year and BLI 2021-2023 Most Color Consistent A3 Brand Awards for its bizhub One i-Series. For more information, please visit Konica Minolta online and follow it on... For full info follow application link.
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.
