Client Success Strategist

2 weeks ago

Los Angeles, California, United States Konica Minolta Business Solutions Ltd Full time


Overview
Reporting to the National Manager - Customer Success, the Client Success Strategist (CSS) is tasked with cultivating customer relationships that foster loyalty and retention.

The CSS collaborates closely with clients to ensure their satisfaction with the services provided and to enhance areas that may require improvement.

This role includes the capability to identify and advocate for enhancements to customer technical services and systems.

The CSS will allocate equal time to ensuring customer satisfaction, exploring opportunities for service expansion, and ensuring compliance with customer administration.


Responsibilities
Customer Satisfaction:
Be accountable for maintaining high levels of customer satisfaction and retention for all clients within the designated portfolio.
Alongside the Enterprise Service Delivery Manager, serve as a primary liaison for customer stakeholders throughout the customer journey.

On behalf of the client, maintain awareness of service management performance, including the prompt resolution of incidents and the delivery of projects and technical services.

Act as an escalation point for significant incidents, aiding in the coordination of resolution efforts, effective communication with stakeholders, and conducting post-incident reviews.

Be responsible for ongoing risk management to ensure the retention and growth of clients within the assigned portfolio.

Manage customer feedback through surveys and other feedback mechanisms to ensure sustained customer satisfaction.

Be proactive in identifying new business opportunities.

Governance:


Be accountable for promoting opportunities to continuously enhance standards for hardware, software, and security within the client's environment, ensuring the effective and efficient use of technology to help the client's organization achieve its objectives.

Work directly with the Enterprise Service Delivery Manager to ensure the quality and performance of technical services for clients in the assigned portfolio, including making recommendations for service enhancements.

Ensure all administrative tasks are completed in accordance with company standards, including those that support the effective delivery of the client's technical services and systems.


Self-Management:
Plan and coordinate personal/team activities to meet deliverable commitments and quality expectations.
Collaborate effectively with team members from diverse disciplines and backgrounds.
Implement innovative strategies to achieve goals or overcome challenges.
Help maintain a strong customer focus within the team.
Develop expertise in key technical, functional, and professional skills.
Keep management informed and engaged as issues arise.
Qualifications
Requires at least a bachelor's degree or its foreign equivalent, or an equivalent combination of relevant education and experience.

4+ years of experience in account management, external sales, or customer service with the ability to work independently in providing customer service for the technical services and systems of small and medium-sized enterprises.

Ability to fulfill the aforementioned responsibilities.
A passion for service enhancement in a customer/service provider relationship.
Strong skills in business development, negotiation, and influence.
Working knowledge of ITIL Service Lifecycle and IT Best Practices.
Excellent organizational skills with a strong ability to manage and prioritize tasks and time efficiently for oneself and others.
Exceptional written and verbal communication skills.
Outstanding customer-facing and customer service skills.
Able to demonstrate a high degree of flexibility, including shift and out-of-hours work.
Able to handle sensitive and sometimes confidential information.
Must be capable of quickly learning new concepts, applications, and technologies.
About Us
Konica Minolta's journey began 150 years ago, driven by a vision to innovate for the benefit of society and the world. We continue to advance this purpose today. Konica Minolta Business Solutions U.S.A., Inc. is transforming the workplace to achieve true connectivity through the Intelligent Connected Workplace.

The company supports its clients' digital transformation through a comprehensive office technology portfolio, including IT Services (All Covered), intelligent information management, managed print services, and industrial and commercial print solutions.

Konica Minolta has been recognized on CRN's MSP 500 list nine times and was a finalist in the IT Software category at The World Technology Awards.

For sixteen consecutive years, Konica Minolta has been honored as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys and is proud to be listed on 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 Most Color Consistent A3 Brand Award for its bizhub i-Series.

Konica Minolta, Inc.

has been included in 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 bring ideas to life and strives to add value to our society. For more information, please visit us online.
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.

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