Customer Success Manager

Konica Minolta - Chicago, IL

Full-time - Mid Level

Chicago, IL

Rental and Leasing Services

About the position

The Customer Success Manager (CSM) at Konica Minolta is responsible for developing and maintaining customer relationships that foster retention and loyalty. Reporting to the National Manager - Customer Success, the CSM ensures customer satisfaction by addressing areas of dissatisfaction and promoting improvements in technical services. The role involves a balance of customer satisfaction efforts, business development, and administrative compliance to enhance service delivery.

Responsibilities

• Ensure high levels of customer satisfaction and retention for all customers in the assigned portfolio.
• Act as a primary contact for customer stakeholders throughout the customer relationship, alongside the Technical Services Consultant.
• Maintain awareness of service management performance, including timely resolution of incidents and delivery of projects & technical services.
• Act as an escalation point for major incidents, coordinating resolution efforts and communicating effectively with stakeholders.
• Manage customer feedback through surveys and other tools to ensure continued satisfaction.
• Promote opportunities for improving standards for hardware, software, and security in the customer's environment.
• Collaborate with the Technical Services Consultant to ensure quality and performance of technical services for customers.
• Complete all administrative tasks according to company standards to support effective service delivery.
• Plan and coordinate activities to meet deliverable commitments and quality expectations.
• Work collaboratively with team members from different disciplines and backgrounds.

Requirements

• Bachelor's degree or equivalent combination of relevant education and experience.
• 4+ years of experience in account management, outside sales, or customer service, particularly in technical services for small and medium businesses.
• Strong business development, negotiation, and influencing skills.
• Working knowledge of ITIL Service Lifecycle and IT Best Practices.
• Excellent organizational skills with the ability to manage and prioritize tasks efficiently.
• Excellent written and verbal communication skills.
• Strong customer-facing and customer service skills.
• Ability to demonstrate flexibility, including shift and out-of-hours working.
• Ability to manage sensitive and confidential information.
• Quick learner of new concepts, applications, and technologies.