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Job Req ID:  11537

Job Title:  Enterprise Customer Onboarding Lead

All Covered, IT Services Division of Konica Minolta Business Solutions (KMBS), is the leading national IT services company serving SMB to enterprise markets. Offering a wide variety of career opportunities, All Covered is an excellent choice for motivated IT professionals interested in a stimulating and progressive work environment.

With over 1,000 employees across the U.S. and Canada, All Covered has a highly skilled team of professionals focusing on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company.

Please join us in our exciting growth and pursue a rewarding career with All Covered!

Position Objective

The Enterprise Customer Onboarding Lead is responsible for consulting with our largest customers to transition the management of their IT service, or services, to Konica Minolta All Covered.  This position helps to set the foundation of the client’s relationship with Konica Minolta and provides the appropriate functional teams within Konica Minolta All Covered with the necessary knowledge and training to effectively support the customer. Client onboarding projects require a significant amount of consulting with the customer to ensure the support teams understand business critical systems, processes, users and applications.Each client and project has unique levels of complexity and challenges in understanding a customer’s current state and aligning them within our services. This requires the Enterprise Customer Onboarding Lead to leverage consultative skills and have experience in working with IT for Enterprise customers.The Enterprise Customer Onboarding Lead must be comfortable with managing conflict, where customers might confuse service customization with configuration.  Effectively managing the scope of the agreement, and customer expectations regarding that scope, is key to this role.The Enterprise Customer Onboarding Lead is responsible for the project delivery and leading the Enterprise Customer Onboarding Specialist.An Ideal candidate should possess an upbeat and enthusiastic personality capable of thriving in a fast-paced dynamic environment. The candidate should be passionate about providing an outstanding support experience for our customers.A successful candidate will have strong verbal and written communication.

Essential Job Functions

•    Leads Enterprise customer onboarding projects

•    Leverages strong consultative and collaborative skills to work with and gain the trust of business stakeholders, technical resources and third-partner vendors

•    Leads and executes discovery and documentation of customers environment

•    Documents customer processes and procedures to align with our services

•    Builds streamlined workflows to best support customer needs

•    Supports and maintains customer relationship through the project lifecycle

•    Conducts customer-facing onsite workshops (Travel Required)

•    Communicates goals, objectives, status, and success of initiatives across all relevant functional areas and levels

•    Conducts incident reviews to identify gaps in documentation

•    Audits and inspects initiatives post-transition to ensure customer success

•    Responds to escalation of issues from internal and external teams

•    Ensures project milestones are met and reported

•    Ensures customer risk is identified and communicated

•    Builds strong internal and external networks, including relationships with local markets

•    Focuses on problem-solving with cross-functional teams and stakeholders

•    Ensures compliance with all corporate policies and directives

•    Able to work under pressure in time-critical situations

•    Ad hoc projects as assigned

Competencies (Knowledge, Skills and Abilities)

•    Strong communication skills to effectively drive recommendations and land priorities across clients, executives and organizational boundaries

•    Ability to present ideas and solutions in user-friendly language

•    Ability to work independently and manage multiple projects

•    Highly self-motivated and directed

•    Passionate about Customer Service and Support

•    Strong leadership skills

•    Strong problem solving skills

•    Experience working in a team-oriented, collaborative environment

•    Must be willing to Travel up to 50% of the time throughout the US

•    ITIL Foundations v3+ preferred

•    Thorough working knowledge of the following technologies

     o    Current Desktop, laptops, servers and networking

     o    Current Windows Desktop Operating Systems

     o    Current Windows Server Operating Systems and services

     o    Windows Active Directory

     o    Current Mail Systems ( Exchange, O365, Gmail)    

     o    Current firewalls, WAP Controllers, switches, and security devices

     o    Common desktop applications

     o    Common TCP/IP services including HTTP, FTP, DNS, DHCP

Experience, Educational Reqts and Certifications

•    Excellent written and verbal communication skills are required.

•    2+ years of Project Management experience

•    Understands industry standard ITSM’s, Knowledge Management, and ITIL Best Practice

•    Experienced in writing and interpreting technical documentation, knowledge base articles, and procedure manuals

•    BA, BS or similar degree or experience in computers/electronics, Business, or Management

Konica Minolta Offers: 

  • Outstanding benefits package (including medical, dental, vision, life insurance)
  • 401(k) plan with matching company contribution
  • Generous holiday and paid time off schedules
  • Ongoing professional development training
  • Visible, exciting work supporting sales of cutting edge technology and workflow solutions.

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

Nearest Major Market: Los Angeles