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Job Req ID:  11993

Job Title:  ECM Customer Success Manager

Konica Minolta Business Solutions U.S.A., Inc., a global Fortune 1000 company and one of Forbes 2017 America’s Best Large Employers, is transforming the way we all do business.

From smart office technology and information management to cloud, mobility and IT services, we have a rich history of creating the products and services necessary to drive innovation and make work possible from anywhere at any time. Our award-winning products and solutions help companies around the world move information faster, improve quality and productivity, enhance security and facilitate the sharing of information. We are proud that our portfolio leads the industry while exceeding environmental standards.

At Konica Minolta, you'll work for an amazing technology company with growth opportunities, great benefits and talented, passionate co-workers.

Position Objective

The Customer Success Manager helps new and existing clients derive the most value from KMBS products, solutions, and services. As a Customer Success Manager, you will be responsible to own the client journey during implementation and post-implementation which will include triaging client issues, maintaining strong partner relationships, ensuring product adoption and stability, reducing churn risks, and working to create customer growth opportunities.  The Customer Success Manager role is a reactive role, assigned to accounts or projects by any member of the Sales, Professional Services or Leadership team.  Critical to this role is the ability to have difficult conversations with clients – crucial conversation.

Essential Job Functions

Essential job functions include, but are not limited to the following:

Primary Accountabilities:

•    KM Experience Delivery

•    Customer Retention

•    Client Experience Escalations and Communication

•    Program Management for Enterprise Accounts

•    Upsell – Cross Sell Identification


•    Inflight Project(s) Support

     o    Work with Implementation Team to assist with initial adoption, ensuring quick client stability within the system

     o    Triage clients who may be a churn risk and work to proactively to resolve challenges and issues

     o    Proactive follow-up during implementation

     o    Post-Implementation close-out•    Issues Management and Escalations

     o    Provide regular status updates to internal and external customers

     o    Coordinate resources (internal and external) needed to get issues resolved

•    Program Management

     o    Single point-of-contact for the overall Program related to Enterprise Clients

     o    Consolidated reporting when multiple projects are involved•    Client Management

     o    Serve as a trusted advisor for clients, and an internal advocate for their needs and requests

     o    Reference data and analytic tools to assist in the proactive support provided to clients

     o    Expose potential account growth opportunities and provide the Account Manager the information to drive revenue generation

     o    Track and report against various CSM and client metrics

•    Apply problem solving and forward-thinking process skills to assist in the development of departmental standard operations procedures

•    Develop expert level knowledge on products, customer use cases, best practices, and legal considerations

•    Other duties, as assigned by Management

Competencies (Knowledge, Skills and Abilities)

•    Ability to work in a fluid and changing environment

•    Passionate about delivering value, customer satisfaction, service mentality

•    High aptitude and understanding of technology

•    Self-starter and ability to thrive in a fast-paced environment

•    Previous experience managing or participating in enterprise-level projects

•    Strong organization and prioritization skills

•    High level of integrity and follow through

•    Strong leadership skills and ability to mentor others

•    Solid non-technical product knowledge

•    Strong communication skills – ability to deliver good news and bad

Experience, Educational Reqts and Certifications

Education Requirements

•    Four- year college degree or satisfactory completion of a business curriculum from an accredited school and/ or equivalent work experience

Experience Requirements

•    Three to five years of experience in a customer facing role; i.e. customer support, account management, consulting, etc.

•    Three to five years of experience in ECM or a related industry

•    Experience providing solutions relating to business process improvement

•    Experience servicing internal and external customers

•    Experience working with external vendors/ partners

•    Previous experience within Hyland Software solutions

•    Prior program management experience

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.

Join Konica Minolta and help drive innovation as we transform the Workplace of the Future.™

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: Phoenix