Customer Success Manager ofertas em United States

Reporting to the Regional VP, Managed IT, the Director, Customer Success is an experienced sales and client experience leader that oversees a department to support customer success excellence across the IT services portfolio of customers.

This position requires the Director to build, evolve and manage the sales strategy, customer success program and service adoption, growth and retention of managed clients. The Director acts as a business & technology leader within the organization providing solutions that retain and grow customers within the organization, and advance company objectives through systems and business process optimization. The Director, and their team, will leverage applications, functional organizations, and business processes to deliver effective solutions and drive IT operational excellence. The Director is also accountable for key objectives for the practice and will oversee the management of the department's P&L, achieving retention and growth objectives (MRR and project services) and evolving the customer success practice itself.

Key Performance Indicators will include, but not limited to:

• Client Retention
• Revenue Growth within Existing Accounts
• Department Profitability
• Opportunity Creation
• Conversion Rates
• Client Experience

***Please note, although this position is listed as remote, you must reside in the GTA***

• Work collaboratively as a member of the executive leadership team to achieve the over-arching goals of the organization.
• Create and implement strategies for Customer Success to enhance customer engagement and satisfaction.
• Develop and communicate revenue targets to management, and individual sales goals to the sales team.
• Act as the voice of the customer within the organization, providing feedback to sales, marketing and service teams.
• Own and improve the continual service improvement framework.
• Has extensive experience selling IT Services in both recurring and non-recurring service models.
• Understands how to segment customers by their operational maturity levels and position solutions to meet their various requirements.
• Prepare effective business cases for systems improvements and/or alternative new systems, clearly articulating non-financial and financial benefits and costs, and influencing various stakeholders effectively.
• Proactively identify and maximize synergies and efficiencies across functional and practice organizations.
• Inspire and lead the Customer Success practice including mentoring, coaching, evaluation and professional development.
• Collaborate with leadership to establish and implement relevant metrics for monitoring performance of team and customer experience.
• Effectively manage the financial and ongoing resource management needs.
• Collaborate with key business stakeholders to foster innovation by combining functional and operational knowledge to identify new ideals for efficiency and improving the customers' experience.
• Experience in designing effective sales compensation models for their teams.
• Build relationships and teams across organizational boundaries by effectively communicating, cooperating, and collaborating with all technology and business stakeholders.
• Track and report on customer success metrics such as customer health scores, satisfaction levels and retention rates.
• Develop strategies and processes that deliver consistent customer satisfaction from onboarding through all phases of the customer lifecycle, resulting in high levels of retention.
• Handle escalated customer issues and ensure a timely resolution.
• Manage and guide the testing of business services, transformational initiatives, using appropriate methodologies and tools to improve quality, flexibility and efficiency.
• Develop and maintain strong relationships with key clients to ensure their needs are met and they derive the maximum value from our services.
• Actively participate in company-wide meetings to report on the progress of the department's initiatives.
• Utilize the Entrepreneurial Operating System (EOS) framework to assign and manage annual and quarterly rocks.

• Sales or IT professional with bachelor's degree or technical certifications, preferred.
• 12+ years of experience working in managed services/consulting services.
• 8+ years of experience managing and growing teams and overseeing operational excellence.
• 5+ years of experience managing sales plans.
• Experience with ConnectWise is a benefit.
• Excellent communication skills both written and verbally.
• Ability to deal with changing priorities to complete tasks in a short period.
• Exceptional organizational and time management skills.
• Executive-level presentation skills.
• Strong business acumen and a drive toward business growth.
• Discipline to work remotely.
• Ability to travel when required.

• Ability to analyze customer data and feedback to drive improvements within the practice and organization.
• Strong problem-solving skills to address customer issues effectively.
• A customer-centric mindset with a deep commitment to understanding and meeting customer needs.
• Able to work cross-functionally with sales, marketing and service teams.

Konica Minolta’s journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions U.S.A., Inc. is reshaping and revolutionizing the workplace to achieve true connectivity through the Intelligent Connected Workplace. The company guides and supports its clients’ digital transformation through its expansive office technology portfolio, including IT Services (All Covered), intelligent information management, managed print services and industrial and commercial print solutions. Konica Minolta has been included on CRN’s MSP 500 list nine times and The World Technology Awards named the company a finalist in the IT Software category. Konica Minolta has been recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for sixteen consecutive years, and is proud to be ranked on the 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 2021-2023 Most Color Consistent A3 Brand Award for its bizhub i-Series. Konica Minolta, Inc. has been named to 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 give shape to ideas and works to bring value to our society. For more information, please visit us online and follow Konica Minolta on Facebook, YouTube, LinkedIn and Twitter.

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.