Customer Success Manager III

Konica Minolta - Cleveland, OH

Full-time

Cleveland, OH

Rental and Leasing Services

About the position

The IIM Customer Success Manager III is responsible for managing the customer journey post-implementation for strategic accounts, ensuring product adoption, stability, and growth opportunities. This role focuses on maintaining strong relationships with customers and partners, driving retention and ROI, and acting as the primary point of contact for customer needs and feedback.

Responsibilities

• Drive retention, growth, and ROI of strategic customers by understanding their business objectives.
• Develop ROI models to communicate throughout the customer life cycle.
• Share knowledge about the macro and micro-economic environment to enhance customer experience.
• Partner with resources and leadership across departments to support customer needs.
• Create conditions for successful renewal and expansion of existing business.
• Monitor and manage trends in adoption, utilization, and customer KPIs, developing risk mitigation plans as needed.
• Coordinate resources to address customer questions and concerns for quick resolution.
• Assist with client adoption and ensure stability and long-term growth post-implementation.
• Conduct quarterly business and leadership reviews to outline strategic solution value.
• Develop expert-level knowledge of products, customer use cases, and best practices.
• Identify and monitor risks for customers not achieving business objectives and assist in mitigation planning.
• Represent the voice of the customer to inform company strategy across various departments.
• Follow up with customers to identify new requirements and potential revenue streams.
• Maintain a customer-centered approach to ensure successful delivery and growth of solutions.
• Drive customer references through successful engagements and activities.
• Mentor and provide feedback to team members and leadership on team capabilities.
• Operate as a trusted adviser and develop strategic working relationships.
• Contribute to the growth and quality of the department through knowledge sharing.

Requirements

• Bachelor's degree or equivalent experience.
• 6+ years of direct experience in technology-based Customer Success or customer-facing roles.
• Experience working cross-functionally on go-to-market efforts across marketing and sales is useful.
• Excellent problem-solving, critical thinking, and analytical skills.
• Strong collaboration skills within a team and across departments.
• Excellent interpersonal skills to maintain rapport and professionalism.
• Superior oral and written communication skills.
• Strong organizational, multi-tasking, and time management skills.
• Facilitation and project management skills.
• Customer service orientation.
• Self-motivated with attention to detail.