Senior Director, Business Relationship Management
2 days ago
We are seeking a highly experienced Senior Director, Business Relationship Management to join our team at Ricoh Americas Corporation. This role will be responsible for providing strategic leadership and direction to our top 10-20 strategic, high-value Digital Services and Delivery clients to promote service adoption and retention, address customer escalations, and drive client satisfaction.
Key Responsibilities- Provide strategic leadership and direction to our 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 (of approximately 10-15 BRMs) focused on a core group of high-value clients and contribute to the community of practice for continual improvement of client relationships, developing a culture of shared ownership and driving critical awareness of key performance factors, including quality of operations, financial performance, and client satisfaction for all Digital Services and Delivery groups.
- Collaborate with client-facing teams to develop and implement client satisfaction/survey processes and client success programs, providing consistent operations and fulfillment of client-specific objectives.
- Requires a Bachelor's degree or equivalent experience; Master's preferred.
- Customer Success/Business Relationship Management certification preferred (e.g. CCRM, CCXP, CPCS, CBRM, CSMC, CCSP, CCSM).
- 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.
This role requires frequent overnight travel and frequent contact with both internal and external customers. The incumbent will work in an office environment with adequate lighting and ventilation and a normal range of temperature and noise.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.
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Parsippany, New Jersey, United States Ricoh USA, Inc. Full timeJob Title: Senior Director, Business Relationship ManagementRicoh USA, Inc. is seeking a highly skilled Senior Director, Business Relationship Management to join our team. As a key member of our leadership team, you will be responsible for developing and executing strategies to drive business growth, improve customer satisfaction, and enhance our market...
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