Customer Success Manager

2 months ago

Detroit, United States Konica Minolta Business Solutions Ltd Full time
Job Description Overview

Reporting to the National Manager - Customer Success, the Customer Success Manager (CSM) is responsible for developing customer relationships that promote retention and loyalty.


The CSM will spend an equal amount of their time ensuring customer satisfaction, developing opportunities to expand services and customer administrative compliance. 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 ideal candidate should reside within the state of Michigan.

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
  • Bachelor's degree, or its foreign equivalent, or equivalent combination of relevant education and experience.
  • 4+ 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.

Knowledge, Skills, and Abilities:

  • 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 time management skills individually and within the team
  • Excellent written and verbal communication skills
  • Excellent customer facing/customer service skills
  • Able to demonstrate a high degree of flexibility
  • 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.

  • Sr. Customer Success Manager

    2 weeks ago

    Detroit, United States Konica Minolta Full time

    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 Sr. 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...

  • Sr. Customer Success Manager

    2 weeks ago

    Detroit, United States Konica Minolta Business Solutions Ltd Full time

    OverviewReporting to the National Manager - Customer Success, the Sr. Customer Success Manager (CSM) is responsible for developing customer relationships that promote retention and loyalty. The Sr. 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...

  • Sr. Customer Success Manager

    6 days ago

    Detroit, United States Konica Minolta Business Solutions Ltd Full time

    OverviewReporting to the National Manager - Customer Success, the Sr. Customer Success Manager (CSM) is responsible for developing customer relationships that promote retention and loyalty. The Sr. 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...

  • Customer Success Engineer

    1 month ago

    Detroit, Michigan, United States Dynatrace Full time

    Job Title: Sr. Customer Success EngineerAt Dynatrace, we're on a mission to make software work perfectly. As a Sr. Customer Success Engineer, you'll play a critical role in ensuring our customers achieve their desired business outcomes by deploying and adopting our products successfully.Key Responsibilities:Build and maintain post-sales relationships with...

  • Customer Success Specialist

    3 days ago

    Detroit, United States Hush Full time

    At the core of Hush's mission, our Customer Success team plays a pivotal role. This team is instrumental in ensuring customer satisfaction from the initial product demonstration to ongoing support post-implementation. As a Customer Success Specialist, you'll be involved in crucial aspects of Hush’s product Implementation, product management and strategy,...

  • Senior Client Success Manager

    2 months ago

    Detroit, United States NCFDD Full time

    Are you passionate about building long-lasting customer relationships and optimizing processes that truly make a difference, and doing that while working with one of the fastest growing and coolest companies in Detroit? Please read on!About NCFDDNCFDD isn’t just a company; it’s a catalyst for change.We’ve empowered over 300,000 faculty members at 350+...

  • WFE Success Coach

    3 weeks ago

    Detroit, United States Strategic Education Inc. Full time

    Workforce Edge Success Coaches serve as a one-stop shop to support students through the utilization of their employer's tuition assistance benefit. Success Coaches provide personalized end-to-end support (primarily outbound) to guide students toward success in line with their academic goals and interests.Essential Duties and Responsibilities:Partner with...

  • Chapter Success Coach

    1 month ago

    Detroit, Michigan, United States BNI Full time

    About the RoleThe Chapter Success Coach is a part-time, monthly commission-paid position responsible for ensuring US CORE chapter and member success. This role supports chapter growth and ensures every Member has the referral partners they need to be successful.Key ResponsibilitiesPromote membership through recruitment and member retention in each...

  • Unit Manager, Customer Operations MI

    1 day ago

    Detroit, United States Piedmont Airlines, Inc Full time

    We can’t wait to share our passion for aviation with you! Join a team that works hard, cares for each other and offers plenty of opportunities to grow.At Piedmont Airlines, our strength is the way we deliver industry-leading service to our customers and airline partners. To continue our standard of excellence, Piedmont is seeking a motivated, reliable...

  • Unit Manager, Customer Operations MI

    5 days ago

    detroit, United States Piedmont Airlines, Inc Full time

    We can’t wait to share our passion for aviation with you! Join a team that works hard, cares for each other and offers plenty of opportunities to grow.At Piedmont Airlines, our strength is the way we deliver industry-leading service to our customers and airline partners. To continue our standard of excellence, Piedmont is seeking a motivated, reliable...

  • Unit Manager, Customer Operations MI

    1 day ago

    Detroit, United States Piedmont Airlines, Inc Full time

    We can’t wait to share our passion for aviation with you! Join a team that works hard, cares for each other and offers plenty of opportunities to grow.At Piedmont Airlines, our strength is the way we deliver industry-leading service to our customers and airline partners. To continue our standard of excellence, Piedmont is seeking a motivated, reliable...

  • Customer Service Manager

    1 month ago

    Detroit, United States Miracom Hive Full time

    Lead Our Customer Service Team: Customer Service Manager Needed!Are you a seasoned professional with a passion for leading teams and delighting customers?We are seeking a Customer Service Manager to oversee our customer service department. You'll be responsible for ensuring exceptional service and leading a team to achieve excellence.ResponsibilitiesManage...

  • Piedmont Airlines, Inc | Unit Manager, Customer Operations MI | detroit, mi

    3 days ago

    detroit, United States Piedmont Airlines, Inc Full time

    We can’t wait to share our passion for aviation with you! Join a team that works hard, cares for each other and offers plenty of opportunities to grow.At Piedmont Airlines, our strength is the way we deliver industry-leading service to our customers and airline partners. To continue our standard of excellence, Piedmont is seeking a motivated, reliable...

  • Sales Manager

    4 weeks ago

    Detroit, United States Rotork Full time

    Company DescriptionJob Description The Sales Manager is responsible for all sales related activities within the assigned region delivering quality, building relationships, and loyalty with customers resulting in increased revenue and company profitability. Through collaboration and an enterprise thinking, drive results to meet territory sales targets. As...

  • Bank Manager

    3 days ago

    Detroit, United States comerica Full time

    Bank ManagerWhat we can offer you:Career Growth - promotional opportunitiesIncentive program based on performancePaid Time Off (PTO), Paid Holidays for Full Time/Part Time EmployeesHealth, Dental, Vision, 401k match and Life InsuranceEmployee Assistance ProgramTuition Assistance Program (Full Time)Financial Coaching and Benefit GuidanceFloating Cultural...

  • Project Manager

    2 weeks ago

    Detroit, Michigan, United States John Bean Technologies Corporation Full time

    About the RoleAs a Project Manager at John Bean Technologies Corporation, you will play a key role in supporting product builds and installations for customers within the automotive manufacturing industry. This is a remote-friendly opportunity, and candidates should reside or be willing to relocate to the Detroit area.The OpportunityYou will report to the...

  • Project Manager

    5 months ago

    Detroit, United States Roncelli, Inc. Full time

    Roncelli, Inc. is currently seeking a full time construction Project Manager that has a minimum of five (5) years of experience in commercial construction that is result-drive that will assist the entire project staff with all aspects of the construction process including but not limited to contract management, document control, coordination with project...

  • Client Relationship Manager

    4 days ago

    Detroit, United States Globe Life AO - New York Full time

    Join Our Team as a Sales Manager - Work from Anywhere! Are you an experienced and motivated individual looking to elevate your career in customer service and sales management? Look no further! We are currently seeking a dynamic Manager to join our remote team and be a driving force in our success. • Work from Anywhere: Embrace the freedom of a flexible...

  • Waxing Expansion Manager

    4 weeks ago

    Detroit, Michigan, United States European Wax Center Full time

    We're seeking a talented and experienced Waxing Expansion Manager to oversee the operations of our top-performing locations and drive performance. If you have a proven track record of success in sales, team building, and are available to work a flexible schedule, then this is the perfect opportunity for you.We take pride in having the most professionally...

  • Restaurant General Manager

    3 months ago

    Detroit, United States Harper Associates Full time

    Join a posh, vibrant, and unique Detroit destination that caters to both casual and fine diners. We pride ourselves on creating memorable experiences for our guests, from the quality of our dishes to the warm, welcoming atmosphere. As we continue to grow, we are seeking a passionate and experienced General Manager / Operating Partner to join our team and...