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Strategic Client Director

2 months ago

Parsippany, New Jersey, United States Ricoh Full time
Job Title: Sr. Director, Business Relationship Mgmt/Customer Success Mgmt

About the Role:

We are seeking a highly skilled and experienced Sr. Director, Business Relationship Mgmt/Customer Success Mgmt to join our team at Ricoh. As a key member of our leadership team, you will be responsible for providing strategic direction and leadership to our top 10-20 strategic, high-value Digital Services and Delivery clients.

Key Responsibilities:

  • Provide support, leadership, and direction for top clients to promote service adoption and retention, address customer escalations, and drive client satisfaction.
  • Partner 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.
  • Manage the BRM team focused on a core group of high-value clients and contribute to the community of practice for continual improvement of client relationships.
  • Develop and lead client satisfaction initiatives, drive service adoption execution, and deliver customer renewal, retention, and risk reduction plans.
  • Provide 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.

Requirements:

  • Bachelor's degree or equivalent experience; Master's 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.
  • 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.

Working Conditions:

Typically works in an office environment with adequate lighting and ventilation. Frequent overnight travel is required. Requires frequent contact with both internal and external customers. Work has stress due to the impact the incumbent's actions have on company results.