The Sr Account Manager (AM) is the lead for post-sale customer relationship management (customer success), including reactive service management and proactive technology guidance, with the ultimate goal being 100% customer retention. A strong AM candidate has excellent written and verbal communication skills, strong matrix management and leadership skills, a passion for customer service, and a good overall understanding of information technology, LAN and WAN technology, and cloud computing. In addition, a strong candidate looks for every opportunity to evolve the organization and our services, embraces change, and is a positive role model that others are delighted to work with.
JOB DUTIES AND RESPONSIBILITIES
Reactive service management:
Managing the health and status of our customer relationships. If there is a perceived problem, the AM will lead a cross functional effort to rectify it and improve customer satisfaction.
Coordinating follow through of reactive complex problem resolution by interfacing with customers and various operational groups within mindSHIFT.
Communicating proactively with customers on a regular and frequent basis regarding current services, related issues and trends, as well as potentially valuable options for changes.
Supporting operational groups when handling major service escalations.
Owning recurring billing questions and issue resolution.
Leading efforts to renew customer contracts.
Proactive technology guidance:
In the role of a trusted business and technology advisor and not a sales person, lead the account team to deliver basic technology steering to help customers make good decisions about their infrastructure and budget.
Incorporate mindSHIFT's broad product offering into those discussions where appropriate, especially as relates to a customer's ability to derive value from our cloud offerings.
Work in conjunction with a Virtual CIO / Technology Consultant on your Account Management team to handle complex environments and needs as appropriate.
Manage small projects related to service changes.
QUALIFICATIONS (Education, Experience, and Certifications)
4 Year college degree or equivalent.
Minimum 3-5 years customer relationship management background.
Technical background is required.
Legal Applications experience a major plus.
KNOWLEDGE, SKILLS AND ABILITIES
Strong organizational skills to ensure the volume of work and needed actions are managed and executed well by the AM or others.
Strong Excel skills to enable easy analysis of data related to service issues and trends.
Strong Word and PowerPoint skills to enable strong and persuasive presentations to all levels of a customer's organization.
Strong Outlook skills to facilitate easy written communication and scheduling.
Knowledge of ServiceNow is a plus.
Ability to work with and manage tight deadlines.
Ability to manage multiple projects and issues simultaneously.
Ability to understand a customer's business and ensure we are delivering services and technologies to enhance it.
Eagerness to grow and pursue skills that are beyond his or her current comfort zone.
Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.
Ricoh Americas Corporation