Konica Minolta Business Solutions Canada
Customer Success Operations & Enablement Manager
Konica Minolta Business Solutions Canada, Ramsey, New Jersey, us, 07446
Customer Success Operations & Enablement Manager
All Covered, IT Managed Services Division of Konica Minolta Business Solutions has an exciting opportunity for a Customer Success Operations & Enablement Manager. The role is responsible for overseeing the tools, data, enablement, and workflows that support a scalable, data‑driven Customer Success organization, ensuring execution across core Customer Success strategies including Renewal Management, Risk Management, Customer Experience, Lifecycle Automation, and CSM enablement.
Responsibilities
Platform Optimization & Automation
ChurnZero configuration and governance, ensuring lifecycle journeys, alerts, and playbooks are accurate and scalable.
Serve as primary admin for ChurnZero; manage journeys, playbooks, segments, scoring, and integrations.
Ensure timely execution and platform support for Renewal, Adoption, Risk, and Expansion workflows.
Customer Experience Management
Own and execute NPS and other customer satisfaction surveys.
Manage survey workflows and reporting dashboards (Qualtrics, ChurnZero, etc.).
Provide timely visibility to frontline teams and senior leadership on customer sentiment trends.
Forecasting & Reporting
Lead the aggregation of risk, churn, adoption, and growth forecasts across the entire Customer Success portfolio.
Build Power BI and Excel dashboards used by leadership for board reporting and operational reviews.
CSM Training & Enablement
Oversee curriculum development and delivery of platform, reporting, and process training for CSMs.
Design and deliver structured onboarding and upskilling programs for CSMs on tools, reporting, and customer journeys.
Maintain and evolve curriculum content to align with evolving CS strategies and platform capabilities.
Marketing & Segmentation Support
Partner with Customer Marketing to enable audience segmentation, campaign logic, and journey triggers.
Support segmentation logic, audience creation, and journey triggers for email marketing campaigns.
Risk Management Process Support
Help design, maintain, and audit risk management workflows within ChurnZero.
Ensure consistent tagging, scoring, and lifecycle automation for risk‑prone accounts.
Qualifications
Bachelor’s degree in Business, Analytics, or related field.
5+ years in Customer Success, RevOps, or SaaS operations.
2+ years of experience administering CS platforms or CRM tools.
Demonstrated success in forecasting, reporting, and lifecycle automation.
Experience developing and delivering training or enablement programs.
Familiarity with survey platforms such as Qualtrics or similar.
Experience supporting or enabling B2B SaaS marketing campaigns is a plus.
Strong understanding of Customer Success practices and metrics (RARE Model).
Proven ability to work cross‑functionally across Marketing, Sales, IT, and Services.
Deep experience with CS tools (ChurnZero preferred) and CRM data structures (Salesforce a plus).
Expertise in Microsoft Excel and Power BI; ability to communicate insights visually.
Excellent organizational and communication skills, especially in synthesizing complex data.
Comfortable leading meetings, managing projects, and supporting executive stakeholders.
About Us Konica Minolta Business Solutions partners with clients to support their digital transformation through its expansive Intelligent Connected Workplace portfolio. With over 150 years of experience, the company offers IT Services, intelligent information management, video security solutions, managed print services, and more. Konica Minolta is recognized for innovation and is listed on the 2025 America’s Best Large Employers list.
Equal Employment Opportunity 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, citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law. Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer. Solutions d’affaires Konica Minolta (Canada) Ltée. est un employeur d’opportunité égale.
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Responsibilities
Platform Optimization & Automation
ChurnZero configuration and governance, ensuring lifecycle journeys, alerts, and playbooks are accurate and scalable.
Serve as primary admin for ChurnZero; manage journeys, playbooks, segments, scoring, and integrations.
Ensure timely execution and platform support for Renewal, Adoption, Risk, and Expansion workflows.
Customer Experience Management
Own and execute NPS and other customer satisfaction surveys.
Manage survey workflows and reporting dashboards (Qualtrics, ChurnZero, etc.).
Provide timely visibility to frontline teams and senior leadership on customer sentiment trends.
Forecasting & Reporting
Lead the aggregation of risk, churn, adoption, and growth forecasts across the entire Customer Success portfolio.
Build Power BI and Excel dashboards used by leadership for board reporting and operational reviews.
CSM Training & Enablement
Oversee curriculum development and delivery of platform, reporting, and process training for CSMs.
Design and deliver structured onboarding and upskilling programs for CSMs on tools, reporting, and customer journeys.
Maintain and evolve curriculum content to align with evolving CS strategies and platform capabilities.
Marketing & Segmentation Support
Partner with Customer Marketing to enable audience segmentation, campaign logic, and journey triggers.
Support segmentation logic, audience creation, and journey triggers for email marketing campaigns.
Risk Management Process Support
Help design, maintain, and audit risk management workflows within ChurnZero.
Ensure consistent tagging, scoring, and lifecycle automation for risk‑prone accounts.
Qualifications
Bachelor’s degree in Business, Analytics, or related field.
5+ years in Customer Success, RevOps, or SaaS operations.
2+ years of experience administering CS platforms or CRM tools.
Demonstrated success in forecasting, reporting, and lifecycle automation.
Experience developing and delivering training or enablement programs.
Familiarity with survey platforms such as Qualtrics or similar.
Experience supporting or enabling B2B SaaS marketing campaigns is a plus.
Strong understanding of Customer Success practices and metrics (RARE Model).
Proven ability to work cross‑functionally across Marketing, Sales, IT, and Services.
Deep experience with CS tools (ChurnZero preferred) and CRM data structures (Salesforce a plus).
Expertise in Microsoft Excel and Power BI; ability to communicate insights visually.
Excellent organizational and communication skills, especially in synthesizing complex data.
Comfortable leading meetings, managing projects, and supporting executive stakeholders.
About Us Konica Minolta Business Solutions partners with clients to support their digital transformation through its expansive Intelligent Connected Workplace portfolio. With over 150 years of experience, the company offers IT Services, intelligent information management, video security solutions, managed print services, and more. Konica Minolta is recognized for innovation and is listed on the 2025 America’s Best Large Employers list.
Equal Employment Opportunity 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, citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law. Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer. Solutions d’affaires Konica Minolta (Canada) Ltée. est un employeur d’opportunité égale.
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