Konica Minolta Business Solutions
United States, Arizona, Phoenix
Overview Konica Minolta currently has an exciting opportunity for a
Manager, GCS Client Experience!
Responsibilities
Client Engagement and Consultation:
Provides targeted mentorship and expertise to Direct Sales teams and project stakeholders, ensuring alignment with Konica Minolta methodologies and processes specific to the client's environment.
Acts as a strategic consultant to client decision-makers, offering guidance on solutions that address their business objectives and operational challenges.
Validates account-specific deliverables and proactively resolves implementation issues to maintain project timelines and client satisfaction.
Develops a customized client transformation roadmap that outlines the evolution of the client's IT portfolio from its current state to a desired future state, incorporating business priorities and technology goals.
Account Management
Serves as the single point of contact for assigned managed accounts, ensuring seamless communication and accountability throughout the engagement lifecycle.
Monitors account activities and proactively escalates issues to maintain service continuity and client satisfaction.
Supports top-tier managed account clients by delivering customized documentation, coordinating deployments, and providing detailed reporting aligned with client-specific requirements.
Builds and nurtures global networks to foster collaboration across internal teams and client stakeholders.
Facilitates strategic discussions with cross-functional teams and client leadership to align priorities, drive execution, and achieve desired business outcomes.
Documents client expectations and influences deliverables to ensure adherence to agreed-upon standards and timelines.
Creates and maintains comprehensive account documentation for technical engineers, including deployment guides, configuration guides, operations manuals, and knowledge base articles.
Technical Service Delivery and Root Cause Analysis
Monitors program and project elements to ensure that progress of account engagements meets expectations.
Reconcile customer fleet assets using multiple data sources and provide fleet reporting.
Owns Root Cause Analysis from end-to-end to develop problem management solutions and standards for managed accounts.
Trending business and technical analysis and recognition of trend needs; presenting recommendations for customer service improvement and opportunities.
Drives process enhancements to improve efficiency and service quality.
Facilitates resolution strategies with appropriate customer contacts.
Team Leadership
Leadership of direct team and others within Konica Minolta.
Monitor team member key performance metrics and takes action to correct defects and improve performance.
Assist staff with questions or concerns; show genuine support and recognition of good performance.
Write and conduct approved performance appraisals; conduct mentoring sessions with staff to discuss job performance.
Recruits and develops staff and management.
Actively engages in learning opportunities and complete assigned curriculum in a timely manner; applies knowledge to continuously improve the customer experience, assists with the build of learning and training materials.
Qualifications
Has proficient technical knowledge; hands‑on experience and knowledge of Konica Minolta device portfolio preferred.
Well‑versed, proficient in networking knowledge.
Excellent verbal and written communication skills, including platform skills.
Knowledge of systems and applications used to support coordination efforts.
Strong, working knowledge of business process workflows.
First‑rate customer service and interpersonal relationship building.
Ability to problem‑solve and perform advanced troubleshooting with minimal assistance.
Exceptional time management; can expertly assess workload and prioritize tasks based on urgency.
Experience with and in-depth knowledge of various ITSM platforms.
Highly proficient computer skills—Microsoft Office, Word, Excel, PowerPoint, Visio (Access/SQL preferred).
Proficient in Business Objects, ServiceNow, and Power BI.
Positive attitude and collaborates well with other team members.
Multi‑tasks work in a fast‑paced environment.
Solid critical thinking and strategic planning abilities.
Detail‑oriented and excellent organizational skills.
Occasional travel possible.
Physical Requirements Physical Requirements:
This position requires sitting at a desk with a computer monitor for several hours at one time.
The vision requirements include close vision, peripheral vision, depth perception, and ability to adjust focus.
Bachelor's Degree from an accredited college or university preferred.
Minimum of 2 years of industry experience.
Minimum 5 years customer service and/or project coordination.
Jira, Agile, Scrum, Six Sigma, Project Management Certifications preferred.
About Us Konica Minolta partners with clients to give shape to ideas by supporting their digital transformation through an expansive Intelligent Connected Workplace portfolio. Our offerings span IT Services, intelligent information management, video security solutions, and managed print services, along with office technology and industrial print solutions.
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.
Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer.
Solutions d'affaires Konica Minolta (Canada) Ltee. est un employeur d'opportunite egale.
#J-18808-Ljbffr
Overview Konica Minolta currently has an exciting opportunity for a
Manager, GCS Client Experience!
Responsibilities
Client Engagement and Consultation:
Provides targeted mentorship and expertise to Direct Sales teams and project stakeholders, ensuring alignment with Konica Minolta methodologies and processes specific to the client's environment.
Acts as a strategic consultant to client decision-makers, offering guidance on solutions that address their business objectives and operational challenges.
Validates account-specific deliverables and proactively resolves implementation issues to maintain project timelines and client satisfaction.
Develops a customized client transformation roadmap that outlines the evolution of the client's IT portfolio from its current state to a desired future state, incorporating business priorities and technology goals.
Account Management
Serves as the single point of contact for assigned managed accounts, ensuring seamless communication and accountability throughout the engagement lifecycle.
Monitors account activities and proactively escalates issues to maintain service continuity and client satisfaction.
Supports top-tier managed account clients by delivering customized documentation, coordinating deployments, and providing detailed reporting aligned with client-specific requirements.
Builds and nurtures global networks to foster collaboration across internal teams and client stakeholders.
Facilitates strategic discussions with cross-functional teams and client leadership to align priorities, drive execution, and achieve desired business outcomes.
Documents client expectations and influences deliverables to ensure adherence to agreed-upon standards and timelines.
Creates and maintains comprehensive account documentation for technical engineers, including deployment guides, configuration guides, operations manuals, and knowledge base articles.
Technical Service Delivery and Root Cause Analysis
Monitors program and project elements to ensure that progress of account engagements meets expectations.
Reconcile customer fleet assets using multiple data sources and provide fleet reporting.
Owns Root Cause Analysis from end-to-end to develop problem management solutions and standards for managed accounts.
Trending business and technical analysis and recognition of trend needs; presenting recommendations for customer service improvement and opportunities.
Drives process enhancements to improve efficiency and service quality.
Facilitates resolution strategies with appropriate customer contacts.
Team Leadership
Leadership of direct team and others within Konica Minolta.
Monitor team member key performance metrics and takes action to correct defects and improve performance.
Assist staff with questions or concerns; show genuine support and recognition of good performance.
Write and conduct approved performance appraisals; conduct mentoring sessions with staff to discuss job performance.
Recruits and develops staff and management.
Actively engages in learning opportunities and complete assigned curriculum in a timely manner; applies knowledge to continuously improve the customer experience, assists with the build of learning and training materials.
Qualifications
Has proficient technical knowledge; hands‑on experience and knowledge of Konica Minolta device portfolio preferred.
Well‑versed, proficient in networking knowledge.
Excellent verbal and written communication skills, including platform skills.
Knowledge of systems and applications used to support coordination efforts.
Strong, working knowledge of business process workflows.
First‑rate customer service and interpersonal relationship building.
Ability to problem‑solve and perform advanced troubleshooting with minimal assistance.
Exceptional time management; can expertly assess workload and prioritize tasks based on urgency.
Experience with and in-depth knowledge of various ITSM platforms.
Highly proficient computer skills—Microsoft Office, Word, Excel, PowerPoint, Visio (Access/SQL preferred).
Proficient in Business Objects, ServiceNow, and Power BI.
Positive attitude and collaborates well with other team members.
Multi‑tasks work in a fast‑paced environment.
Solid critical thinking and strategic planning abilities.
Detail‑oriented and excellent organizational skills.
Occasional travel possible.
Physical Requirements Physical Requirements:
This position requires sitting at a desk with a computer monitor for several hours at one time.
The vision requirements include close vision, peripheral vision, depth perception, and ability to adjust focus.
Bachelor's Degree from an accredited college or university preferred.
Minimum of 2 years of industry experience.
Minimum 5 years customer service and/or project coordination.
Jira, Agile, Scrum, Six Sigma, Project Management Certifications preferred.
About Us Konica Minolta partners with clients to give shape to ideas by supporting their digital transformation through an expansive Intelligent Connected Workplace portfolio. Our offerings span IT Services, intelligent information management, video security solutions, and managed print services, along with office technology and industrial print solutions.
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.
Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer.
Solutions d'affaires Konica Minolta (Canada) Ltee. est un employeur d'opportunite egale.
#J-18808-Ljbffr