Senior Director, Business Relationship Management and Customer Success

1 week ago


Exton, Pennsylvania, United States Ricoh Americas Corporation Full time
Job Summary

We are seeking a highly experienced Senior Director to lead our Business Relationship Management and Customer Success team. As a key member of our leadership team, you will be responsible for driving client satisfaction, retention, and growth across our top 10-20 strategic clients.

Key Responsibilities
  • Develop and execute client satisfaction initiatives to drive retention and growth
  • Provide high-level oversight and leadership for the successful delivery of client/business success for a core group of high-value clients
  • Partner with Operational Excellence and Quality Management teams to contribute to standard operational best practices
  • Support adoption and improvement of Ricoh's Client Engagement model for complex engagements
  • Develop 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
  • Collaborate with services training team to ensure training resources deliver to support client needs
  • Work closely with client account leads to evaluate client service levels, market trends, and client attitudes
  • Build 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
Requirements
  • Requires Bachelors degree or equivalent experience; Masters preferred
  • Customer Success/Business Relationship Management certification preferred
  • 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
What We Offer

At Ricoh Americas Corporation, we offer a comprehensive benefits package, including medical, dental, life, and disability insurance options, retirement savings plan, health savings account, flexible spending account, tuition assistance programs, paid vacation time, and paid holidays. We are an EEO/Affirmative Action Employer and welcome diverse candidates to join our team.



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