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Lead Customer Success Manager

1 month ago

Boston, Massachusetts, United States Konica Minolta Business Solutions Ltd Full time
About the Role

We are seeking a highly skilled and experienced Lead Customer Success Manager to join our team at Konica Minolta Business Solutions Ltd. As a key member of our customer success team, you will be responsible for driving growth and expansion of our existing customer base, while fostering strong relationships with our customers.

Key Responsibilities
  • Manage key account relationships to drive growth and expand service offerings.
  • Conduct regular in-person meetings with customers to identify opportunities for growth and contribute to the development of technology plans.
  • Serve as the primary liaison for customers regarding growth opportunities and qualify leads from internal teams to drive additional revenue streams.
  • Anticipate and assess customer needs based on industry trends and historical business activity to inform strategic decisions and technology solutions.
  • Foster effective communication and collaboration within internal teams to align customer objectives and growth opportunities.
  • Promote and facilitate digital transformation initiatives that align with customers' technological advancements and strategic goals.
  • Maintain accurate and up-to-date customer information in the CRM system to inform strategic planning and decision-making.
  • Be responsible for continuing risk management to ensure retention and growth of customers in the assigned portfolio.
Requirements
  • Requires at least a bachelor's degree or equivalent combination of relevant education and experience.
  • 8+ 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 ability in building strategic client relationships and achieving sales targets.
  • Strong business development, negotiation, and influencing skills.
  • Working knowledge of ITIL Service Lifecycle and IT Best Practices.
  • Deep understanding of business needs and the ability to discuss and plan for the integration of technology solutions.
  • Excellent organizational skills and strong ability to manage and prioritize 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'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. We guide and support our clients' digital transformation through our expansive office technology portfolio, including IT Services, intelligent information management, managed print services, and industrial and commercial print solutions.

We have been recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for sixteen consecutive years, and are proud to be ranked on the Forbes 2021 America's Best-in-State employers list.

We partner with our clients to give shape to ideas and work to bring value to our society. For more information, please visit us online and follow Konica Minolta on Facebook, YouTube, LinkedIn, and Twitter.

We are 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.