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Job Req ID:  12068

Job Title:  Mgr, Customer Success & Enablement

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 Mgr, Customer Success &  Enablement  is responsible for the success of the Customer Journey leading to online and subscription sales of Konica Minolta products and services. Success consists of both finding new customers, retaining existing customers and expanding wallet share within those.

The Mgr, Customer Success & Enablement oversees the Sales Analysis and Operations Analysis functions which drive continuous improvement in this area, resulting in process changes or software improvement. 

Essential Job Functions

• Ensure that the online buying experience is a seamless, low-effort experience where obstacles to Customer Satisfaction are eliminated. 

• Identify and drive elimination of functionality gaps in initial rollouts of eCommerce software. Introduce new features and capabilities in concert with evolving technology to further improve the buying experience.

• Collaborate across a globally based, cross-functional, multi-cultural team of internal and external participants in a highly matrixed organization to produce the best possible Customer Journeys.

• A smooth journey in the digital world depends heavily on the quality of software, backed by robust processes. This means you will need to become extremely conversant at a high level with all components that make this possible, including the software layers (eCommerce software, cloud platform, APIs, bots), the data streams (transactions, customer MDM, payment data, behavioral analytics), and ERP cutouts for fulfillment of physical goods, services or digital subscriptions. By listening for the Voice of the Customer on these issues you make tangible recommendations and plans to incorporate such continuous improvements.

• Ensure that behavioral data from customer web visits and shopping cart activity is appropriately used to guide recommendations of bundling, upselling, repeat orders and more. Recommend uses of that raw data by internal ML / AI engines in ways that improve knowledge of what is deriving customer behavior, while ensuring related metrics are made visible to decision-makers via realtime dashboards.

• Participate in agile development of epics and user stories related to the customer journey.

• Proactively observes the environment and reflects what would work well for internal and external customers.

Competencies (Knowledge, Skills and Abilities)

● “Start-up” mentality is required, as the position does not involve managing existing systems but rather designing and creating entirely new systems.

● Excellent business judgment, effective at articulating technical value propositions to stakeholders. Must be able to negotiate and/or influence others to gain support for the company's needs as they change.

● Ability to lead a team that may not be co-located.

● Strong presentation and facilitation skills in person and via video-conference; excellent verbal and written communication skills.

● Solid knowledge and demonstrated use of data access tools and intermediate to advanced MS-Office applications (Windows, Word, Excel, PowerPoint, Teams, Sharepoint).

● Demonstrated ability to build and maintain strong, strategic working relationships at many levels of the organization.

● Must be fluent in English, additional language skills appreciated. Multi-cultural experience is desirable, particularly Europe, Japan and US.

● Embraces challenges and learning opportunities and understands the need for change, willinginess and ability to adopt new ways of working.

Experience, Educational Reqts and Certifications

Basic Qualifications

● Bachelor’s Degree or equivalent experience in Sales, Marketing or IT.

● Minimum of 7 years’ progressive experience in Sales Enablement, preferably in eCommerce.

● Minimum of 3 years of supervisory experience leading and developing employees

● Familiarity with Amazon AWS, or Google Cloud, IBM, MS Azure. 

● Strong technical understanding of cloud technologies (e.g. Amazon AWS), online platforms, payment gateways, eCommerce data flows, governance, privacy protection, fraud prevention, security, ERP.

● Experience with high-volume call center support systems, in-bound marketing technologies.

● Experience in agile development and change management processes, comfortable with a fast-paced, rapidly changing environment, both internally and externally. 

Preferred Qualifications

● Proven success in leading, influencing and adding value in a highly matrixed, multi-cultural global team and organization.

● Experience in Digital Commerce management and operations. Proven success with automated eCommerce and also call center automation.

● Knowledge and experience in diverse product / services portfolio encompassing hardware, software and subscription services.

● Knowledge of business intelligence dashboards and underlying databases as they relate to cloud storage, internal data lakes and related interfaces.

● Knowledge of ERP systems such as SAP ECC 6, S/4 HANA, Navision.

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: New Jersey