Manager II, Strategic Technical Accounts

Ricoh USA, Inc.; United States; On-site; USD 96,000 - 125,000; Full time

Benefits offered by this job

Insurance options

Retirement plan

Tuition assistance

Paid time off

Job summary

Ricoh USA, Inc. seeks a Manager II, Strategic Technical Accounts to lead a solutions implementation team and oversee billable services, training, and issue resolution for premier customers.

The TAM acts as a trusted advisor and directs a team of analysts and engineers, focusing on service excellence and strategic relationship management. You will drive opportunities with customer, sales and design resources, manage budgets, and guide roadmaps while developing staff through targeted plans and

Qualifications

• College degree or equivalent experience required.
• Minimum of 5 years of management experience.
• PC literacy.
• Understanding of International labor laws.
• Familiar with RightFax (OpenText).
• Familiar with Knowledge-Centered Service (KCS) methodology.

Responsibilities

• Manages, develops and load balances the Technical Account Team.
• Recruits, interviews, hires and trains new team members.
• Plans and coaches team progress toward utilization and profitability goals.
• Monitors training continuum for skill development.
• Develops 3-Month Plans with monthly updates.
• Manages budget and P&L.
• Attends Customer Quarterly Business Reviews and Roadmap planning.
• Performs other duties as assigned.

Skills

Leadership

Remote team leadership

Travel flexibility

IT architecture

Communication skills

Problem solving

Education

Bachelor's degree

Tools

RightFax/OpenText

KCS methodology

Job description

Job Description

$96,000 - $125,000 per year

Manager II, Strategic Technical Accounts

POSITION PROFILE

The Manager II, Strategic Technical Account manages a solutions implementation team. Has accountability for solution oversight, billable services, customer training, and the resolution of application and software problems requiring on-site and/or remote support. The Technical Account Manager acts as a trusted technical and business advisor to Ricoh's Premier Application Support Customers, providing premium leadership services aligned to the customers priorities in order to maximize the business value of their Ricoh Investments. The TAM provides Leadership, Manages and Supports the Technical Account Management Team consisting of Technical Account Support Professionals, Analyst and Engineers which are direct reports to the TAM. This team provides Application Administration Services to our customers supporting steady state management of Ricoh and 3rd Party Application Solutions. The TAM leads the team to ensure effective processes, procedures, technical roadmaps and escalation policies are in place. In addition, the TAM focuses on employee development via Individual Develop/Training Plans, while also ensuring excellent internal and external customer satisfaction. The TAM also creates a strategic relationship with key stakeholders within our customer organizations, including the IT Directors, CTO, CIO, and Line of Business leaders as well as technology professionals. Works closely with assigned employees on customer and resource management. Seeks to Drive new business opportunities through proactive opportunity engagement with Customer, Sales and Design resources. Drive Services objectives and goals as assigned.

Job Duties And Responsibilities

• Manages, develops and load balances the Technical Account Team, which may consist of Technical Account Specialists, Analysts, and Engineers roles.
• Recruits, interviews, hire and train new Technical Account Team members to ensure that appropriate quality staffing levels are maintained. Establishes network of candidates and works to develop the TAM Team.
• Interacts with Technical Account Team members to plan, coach, advises and review their progress in achieving individual and team's utilization and profitability objectives consistent with team plans.
• Monitors Technical Account Team training continuum to ensure Technical and Business Skills enhancement and development.
• Works with each team member to develop 3-Month Plan, including monthly updates.
• Manages to team budget and P&L.
• Holds team accountable for using the approved operational processes.
• Attends Customer Quarterly Business Reviews and Monthly Operational Review meetings and provides Technical Guidance/Roadmap Planning.
• Performs other duties as assigned.

QUALIFICATIONS (Education, Experience and Certifications)

• College degree or equivalent experience required.
• Requires a minimum of 5 years of management experience.
• Requires PC literacy.
• Understanding of International labor laws.
• Familiar with Output Management software, specifically RightFax (OpenText).
• Familiar with Knowledge-Centered Service (KCS) methodology.

KNOWLEDGE, SKILLS AND ABILITIES

• Strong leadership skills with the ability to motivate teams to accomplish challenging goals. Ability to develop organizational, team and employee competencies that result in a more innovative, adaptive and knowledgeable team.
• Ability to lead a remote technical team with individual team members dispersed geographically.
• Ability to travel as required maintaining rapport with employees and customer contacts as required.
• Technical skills in enterprise IT architecture and design based on real world application development and design.
• Ability to work with ambiguous goals and to meet or exceed aggressive deadlines in uncertain environments.
• Skills in forming and developing high performing technical teams that demonstrate excellence in a dynamic environment with a high degree of flexibility and accountability.
• Strong interpersonal and communications skills including public speaking and both oral and written proficiency.
• Must be able create strong high trust partnerships with Ricoh resources.
• Ability to present complex technical topics to a non-technical audience is a strong plus.
• Ability to clearly communicate throughout the organization with excellent problem solving skills under pressure, strong customer service orientation, the ability to take on in a leadership role and succeed with organizational agility.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

• Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
• May require significant overnight travel several days per month.
• Work assignments are diversified. Interpret, comprehend and apply complex material, data and instruction; prepare, provide and convey diversified information.
• Minimal physical effort required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs. (e.g., papers, books, files and small parts, etc.). Moderate dexterity; regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

About Us

Come Create at Ricoh:

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest In Yourself

At Ricoh, you can:

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.

JOB INFO

Job Identification : 8747

Job Category : Digital Services & Delivery

Posting Date : 2026-10-19T15:20:19+00:00

Degree Level : Bachelor's Degree

Job Schedule : Full time

Locations : United States

Salary Range : $96,200 - $125,000

Driving requirements : Personal Vehicle

Sign-on Bonus : No