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Sr Client Success Manager

Expired Job

Ricoh Americas Corporation Langhorne , PA 19049

Posted 5 months ago

POSITION PROFILE

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.


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Sr Client Success Manager

Expired Job

Ricoh Americas Corporation