GCS Client Experience Specialist

Konica Minolta Business Solutions; Nashville (TN); On-site; USD 70,000 - 100,000; Full time

Job summary

Konica Minolta Business Solutions is recruiting for a client-facing role focused on managed service delivery, onboarding, and ongoing account support. You will guide enterprise accounts through deployments, document requirements, and ensure alignment with contractual obligations.

Strong communication and coordination are essential. Responsibilities include producing reports, managing tasks across teams, and facilitating executive reviews with clients to drive continual service improvements.

Qualifications

• This role requires excellent verbal and written communication and platform skills.
• It requires knowledge of systems and applications used to support coordination efforts.
• Understanding of business process workflows and strong customer service.
• Ability to manage workload and prioritize tasks with urgency.
• Some travel may be required.

Responsibilities

• Act as a trusted advisor guiding clients through delivery methodologies.
• Participate in discovery sessions to capture requirements for deployments and resolutions.
• Collaborate with clients and internal teams to define support roles and expectations.
• Serve as the primary contact for assigned managed accounts and drive onboarding and deployment.
• Develop hardware, solution and service strategies; monitor progress and improve plans.
• Produce monthly and quarterly service performance reports.
• Facilitate Monthly Operations Reviews and communicate status to stakeholders.
• Create implementation guides, templates, and training materials.

Skills

Client engagement

Communication skills

Problem solving

Multi-tasking

Time management

Presentation skills

Team collaboration

Customer service

Workflow understanding

Education

High school or equivalent

BS or BA preferred

Tools

Microsoft Office

Word

Excel

PowerPoint

Access/SQL (preferred)

Job description

Overview

Si ce poste est situe au Canada, veuillez visiter notre site francais a l'adresse suivante : https://careerscafr-kmbskonicaminolta.icims.com/jobs et rechercher le numero d'emploi indique ci-dessus afin de consulter cette offre d'emploi en francais.

Responsibilities

• Client Engagement
  • Act as a trusted advisor to clients by guiding them through Konica Minolta's Managed Service Delivery methodologies and best practices
  • Participate in client discovery sessions to capture detailed requirements for deployments, incident resolution, and solution management
  • Collaborate with clients & internal teams to define support roles, document expectations, and influence deliverables to meet strategic objectives
• Account & Project Management
  • Serve as the primary point of contact for assigned, high-profile managed accounts, ensuring clear communication and accountability throughout the engagement lifecycle
  • Drive onboarding and deployment for enterprise, national, and global accounts by delivering documentation and conducting service team briefings for seamless implementation
  • Develop and execute hardware, solution, and service strategies tailored to client needs, while monitoring progress and implementing improvement plans
  • Produce detailed monthly and quarterly service performance reports by integrating data from client systems, KM platforms, and fleet tools
  • Facilitate Monthly Operations Reviews with clients and internal teams to ensure alignment on performance, goals, and improvement opportunities
  • Deliver timely status updates and insights to internal and external stakeholders using clear, multi-channel communication methods
• Document and Process Development
  • Create comprehensive implementation guides and operational documentation for technical teams, including deployment and communication templates
  • Design and maintain workflows, support processes, and training materials to enhance internal team readiness and consistency
• Operational Support
  • Communicate client-specific technical and program requirements to installation teams for accurate deployment of hardware and solutions
  • Validate and reconcile client fleet assets across multiple data sources, providing accurate reporting and actionable insights, including opportunities for optimization
  • Monitor SLA compliance, resolve escalations promptly, and ensure contractual obligations are operationalized effectively
  • Complete projects and tasks as assigned by management

Qualifications

• Excellent verbal and written communication skills, including platform skills
• Knowledge of systems and applications used to support coordination efforts
• Good understanding of business process workflows
• Good customer service and interpersonal skills
• Good time management skills
• Outstanding presentation skills - verbal and written
• Ability to assess workload and prioritize tasks based on urgency
• Basic networking knowledge & troubleshooting skills
• Ability to problem solve and perform advanced troubleshooting with minimal assistance
• Proficient computer skills- Microsoft Office, Word, Excel, PowerPoint (Access/SQL preferred)
• Positive attitude and collaborates well with other team members
• Detail oriented and excellent organizational skills
• Working in team environments and working closely with high level client stakeholders
• Proven track record in problem solving and business process design
• Ability to multi-task work in a fast-paced environment
• Occasional travel possible
• High school or equivalent, BS or BA preferred
• Minimum 4 years customer service, project coordination

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

About Us

This posting reflects an existing vacancy that we are actively recruiting for.

About Konica Minolta

Konica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta's 20thanniversary in production print, for which it celebrates "20 Years of Excellence, Innovation and Impact," and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta's bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to be ranked on the Forbes 2025 America's Best Large Employers list, included on CRN's MSP 500 list numerous times; recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence's BLI 2025 and 2021 A3 Line of The Year and BLI 2021-2023 Most Color Consistent A3 Brand Awards for its bizhub One i-Series. For more information, please visit Konica Minolta online and follow it on Facebook, YouTube, LinkedIn and Twitter.

Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such as sales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal.

Salary Disclaimer

Konica Minolta is committed to transparent and equitable compensation practices. Our pay structure is designed to support employee growth, allowing individuals to progress through the salary range as they advance in their role. Actual base pay offered will vary based on a candidate's skills, experience, jobrelated knowledge, geographic location, and specific business needs.

AI Disclosure

Konica Minolta Business Solutions (Canada) Ltd., or its authorized third-party contractors, may employ Artificial Intelligence technologies to support elements of the recruitment process. Notwithstanding this, Applications are reviewed by our recruitment team, who always make the final hiring decision.

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, U.S.A., Inc and Konica Minolta Business Solutions (Canada) Ltd. are equal opportunity employers.