Sr. Director, Business Relationship Mgmt/Customer Success Mgmt

2 weeks ago

ParsippanyTroyHills, United States Ricoh Full time

Sr. Director, Business Relationship Mgmt/Customer Success Mgmt

Able to reside anywhere in the US


POSITION PROFILE

Provides support, leadership, and direction for the top 10-20 strategic, high-value Digital Services and Delivery clients to promote service adoption and retention, address customer escalations, and drive client satisfaction. Partners with Ricoh leaders across the organization to create and deliver a seamless client experience, ensuring the delivery of a unified strategy for client success and business relationship management programs and initiatives..

This position manages the BRM team (of approximately 10-15 BRMs) focused on a core group of high-value clients and contributes to the community of practice for continual improvement of client relationships, developing a culture of shared ownership and driving critical awareness of key performance factors, including quality of operations, financial performance, and client satisfaction for all Digital Services and Delivery groups, collaborating to ensure meaningful results from strategic initiatives. Collaborates with client facing teams to develop and implement client satisfaction/survey processes and client success programs, providing consistent operations and fulfillment of client-specific objectives.


JOB DUTIES AND RESPONSIBILITIES

  • Responsible for the post-implementation voice of the client and ensures client awareness across multiple solutions and initiatives, develops and leads client satisfaction initiatives, drives service adoption execution, and delivers customer renewal, retention, and risk reduction plans to provide consistent operations and fulfillment of client-specific objectives
  • Provides high-level oversight and leadership for the successful delivery of client/business success for a core group of 10-20 high-value clients across the Digital Services and Delivery organization
  • Partners with Operational Excellence and Quality Management teams to contribute to standard operational best practices to ensure consistent delivery of service offerings and fit-for-purpose impact across Digital Services and Delivery
  • Supports adoption and improvement of Ricoh’s Client Engagement model for complex engagements working closely with leaders from Presales, Design and Implementation teams to ensure a seamless client experience for strategic high-value clients.
  • Develops methodology to identify opportunities and develop growth objectives to engage Sales for expansion/new business with core group of high-value clients
  • Create and mature process and technology solutions to address client escalations in a timely manner with a win-win approach, ensuring the Business Relationship Management team acts as a single point of contact across internal cross-functional teams
  • Collaborates with the services training team, ensuring training resources deliver to support client needs for all solutions
  • Involved with client relationships and works closely with client account leads to evaluate client service levels, market trends, and client attitudes
  • Works with Marketing, Portfolio Management, IT, and Sales and proactively senses and anticipates changes affecting strategy in the environmental landscape, to remain current and up-to-date with industry and RICOH business trends
  • Builds executive and influencer level relationships internally and externally
  • Responsible for assisting with attaining revenue and gross profit plans and account retention/development for core group of 10-20 high-value clients
  • Engages with all RICOH lines of business with client functional areas
  • Serves as sponsor and champion of quality client service and retention initiatives
  • Keeps team apprised of changing policies, competitive developments and market trends
  • Fosters a learning organization for the team and identifies management development training activities for the team
  • Maintains engagement with employees at all levels in the client service organization through regular communication venues including communication meetings, team meetings and employee interviews
  • Creates reporting on high-value client feedback in line with Client Success teams to show trends and market
  • Performs other duties as assigned


QUALIFICATIONS (Education, Experience, and Certifications)

  • Requires Bachelors degree or equivalent experience; Masters preferred
  • Customer Success/Business Relationship Management certification preferred (e.g. CCRM, CCXP, CPCS, CBRM, CSMC, CCSP, CCSM)
  • Eight years relevant experience preferred
  • Strongly prefer a minimum of 5+ years of client/business relationship and client success assignments and experience
  • Must have excellent leadership skills to support several strategic and enterprise-level diverse Accounts
  • Excellent communication and presentation skills
  • Able to work well with all levels of an organization, including executive-level leadership
  • Must be highly Client Satisfaction driven
  • Must have excellent conflict management and negotiation skills
  • Must be experienced in setting goals by defining and prioritizing specific, realistic objectives.
  • Must have a proven track record of relationship-building with both internal and external customers


KNOWLEDGE, SKILLS AND ABILITIES

  • Possesses leadership ability and sound judgment and decision-making ability
  • Displays a strong ability for self-direction and exhibits a high degree of initiative
  • Possesses problem-solving and facilitation skills
  • Must possess excellent negotiation and listening skills, tact, charisma, and be a diplomat
  • Must be highly motivated with the ability to handle multiple assignments and operate effectively in a fast-paced environment
  • Possesses superior interpersonal and communication skills
  • Possesses excellent customer service skills including the ability to follow up to ensure the closure of issues
  • Possesses strong organizational and analytical skills


WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

  • Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise
  • Frequent overnight travel is required
  • Requires frequent contact with both internal and external customers. Requires internal contacts via phone and in person with all levels of management to resolve customer complaints and develop strategy on negotiations of deals
  • Work has stress due to the impact the incumbent's actions have on company results
  • Minimal physical effort is required, lifting items typically weighing less than 10 lbs
  • Requires regular use of a computer and calculator to access customer base information and analyze statistical data


The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

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