Customer Success Manager IV

4 weeks ago

Independence, United States Konica Minolta Business Solutions Full time

Overview:

MUST HAVES: Government experience and OnBase experience

The IIM Customer Success Manager IV partners and drives the most complex enterprise customers to drive the most value from the company's products and services. This role will be responsible to own the customer journey post-implementation which will include maintaining strong partner relationships, ensuring product adoption and stability, reducing risk, and working to create customer growth opportunities. This role serves as a primary point of contact representing the customer.

Responsibilities:
  • Drive retention, growth, and ROI of the most strategic and complex customers by maintaining a deep understanding of their business objectives and goals and understanding how the company's products and solutions can help achieve them
  • Develop ROI models to be communicated throughout the customer life cycle
  • Understand the broad macro and micro-economic environment for each of your customers in order to pro-actively share knowledge that maximizes and improves the customer experience as well as quickly addresses customer questions or concerns
  • Effectively seek out and partner with resources and leadership across departments and strategic vendors as needed to support customers needs
  • Create conditions for the successful renewal and expansion of the company's existing business by delivering success in customer relationships
  • Monitor, identify and manage trends in adoption, utilization, and customer KPIs ensuring any resulting risk arising to customers are clearly understood and develop a risk mitigation plan
  • Drive positive customer experience by coordinating resources to address customer questions, concerns, or issues to ensure the fastest resolution possible
  • Work with the implementation team to assist with initial client adoption, ensuring stability and long-term growth within the client investment
  • Conduct quarterly business and leadership reviews outlining strategic solution value to the client
  • Develop expert-level knowledge of products, customer use cases, best practices, and legal considerations.
  • Identify and monitor risk in customers not achieving their stated business objectives and assist in developing a risk mitigation plan
  • Represent the voice of the customer and act as a feedback agent to inform the company's support, marketing, sales, services, partners, and product strategy
  • Customer follow-up to identify and develop new requirements to enhance the offerings as well as identify potential new revenue streams
  • Maintain a strong customer-centered approach; keeping the customer at the front and center of all related activities, leading to successful delivery and future growth of solutions within Konica Minolta
  • Drive customer references through successful engagements and activities
  • Mentor, coach, train, and provide feedback to other team members; provide feedback to leadership on the abilities of the team
  • Operate as a trusted adviser to potential customers; develop and maintain strategic working relationships
  • Operate as an innovative thought leader; contribute significantly to the overall growth and quality of the department through knowledge sharing and coaching on current best practices and market trends
Qualifications:
  • Bachelors degree or equivalent experience
  • 8+ years of direct experience in technology-based Customer Success, consultative account management/sales, or customer-facing roles.
  • Additional experience working cross-functionally on go-to-market efforts across marketing and sales will be useful
  • Superior problem-solving, critical thinking, and analytical skills
  • Superior collaboration skills, applied successfully within a team as well as in other areas
  • Superior attention to detail
  • Superior interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with teams and individuals outside of the department
  • Superior oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
  • Organizational, multi-tasking, and time management skills
  • Facilitation and project management skills
  • Customer service orientation
  • Self-motivated with follow through and attention to detail
  • Ability to handle sensitive information with discretion and tact
  • Ability to establish rapport and gain the trust of others; effective at gaining consensus
  • Able to thrive in a fast-paced, deadline-driven environment
  • Ability to develop, use, and deliver engaging, informative, and compelling presentation methodologies
  • Sharp, fast learner with technology curiosity and aptitude Experience in consultative sales, delivery and support of IT Products/Services
  • High adaptability and flexibility, including the ability to manage deadline pressure, ambiguity, and change
About Us:

Konica Minoltas 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 CRNs 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 Americas Best-in-State employers list. The company received Keypoint Intelligences 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.

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