Customer Success Manager - Unified Communications

Reference #: 11788OverviewCustomer Satisfaction:Be responsible for ensuring high levels of customer satisfaction and retention for all customers in the assigned portfolio.On behalf of the customer, be responsible to 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, assisting in the coordination of resolving parties, effective communication to stakeholders and post incident review.Be responsible for continuing risk management to ensure retention and growth of customers in the assigned portfolio.Be responsible to manage the customer feedback through survey tools and other forms of customer feedback to ensure continued customer satisfaction.Responsible to acquire new business opportunities.Governance:Be accountable to promote opportunities to continually improve standards for hardware, software and security in the customer's environment, ensuring the effective and efficient use of technology in enabling a customer's organization to achieve its goals.Be accountable to ensure all administrative tasks are completed according to company standards, including those tasks that support the effective delivery of a customer's technical services and systems.Self-Management:Plan and coordinate own/team's activities to meet deliverable commitments and quality expectations.Work collaboratively with other team members from different disciplines and backgrounds.Implement better and/or innovative ways to meet goals or overcome obstacles.Help to maintain a high level of customer focus within the team.Build expertise in key technical, functional and professional skills.Keep management informed and involved as issues develop.ResponsibilitiesAbility to undertake the above responsibilitiesA passion for Service Improvement in a Customer/Service Provider RelationshipStrong business development, negotiation, and influencing skillsWorking knowledge of ITIL Service Lifecycle and IT Best PracticesExcellent organizational skills and strong ability to manage and prioritize and tasks and time efficiently for yourself and othersExcellent written and verbal communication skillsExcellent customer facing/customer service skillsAble to demonstrate a high degree of flexibility including shift and out of hours workingAble to manage sensitive and sometimes confidential informationMust be able to learn new concepts, applications and technologies quicklyQualificationsRequires at least a bachelor's degree, or equivalent combination of relevant education and experience.4+ years of experience in account management, outside sales of customer service with the ability to work independently providing customer service for the technical services and systems of a small and medium business.About UsKonica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta's 20th anniversary in production print, for which it celebrates

Created: 2026-01-26