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 at Konica Minolta is responsible for ensuring that new and existing strategic accounts maximize the value derived from the company's products and services. This role focuses on managing the customer journey post-implementation, fostering strong relationships, ensuring product adoption, and identifying growth opportunities while serving as the primary point of contact for customers.

Responsibilities

• Drive retention, growth, and ROI of strategic customers by understanding their business objectives and how the company's solutions can help achieve them.
• Develop ROI models to communicate throughout the customer life cycle.
• Understand the macro and micro-economic environment for each customer to enhance their experience and address concerns promptly.
• Partner with resources and leadership across departments to support customer needs effectively.
• Create conditions for successful renewal and expansion of existing business through strong customer relationships.
• Monitor and manage trends in adoption, utilization, and customer KPIs, developing risk mitigation plans as necessary.
• Coordinate resources to ensure a positive customer experience and quick resolution of issues.
• Assist the implementation team with client adoption to ensure stability and long-term growth.
• Conduct quarterly business and leadership reviews to outline strategic solution value to clients.
• Develop expert-level knowledge of products, customer use cases, and best practices.
• Identify risks in customers not achieving their business objectives and assist in developing mitigation plans.
• 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 strong customer-centered approach to ensure successful delivery and future growth of solutions.
• Drive customer references through successful engagements and activities.
• Mentor and coach team members, providing feedback to leadership on team capabilities.
• Operate as a trusted adviser to potential customers and maintain strategic relationships.
• Contribute to the growth and quality of the department through knowledge sharing and coaching.

Requirements

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