Manager, GCS Client Experience

Konica Minolta currently has an exciting opportunity for a Manager, GCS Client Experience!

• Client Engagement and Consultation:
  • Provides targeted mentorship and expertise to Direct Sales teams and project stakeholders, ensuring alignment with Konica Minolta methodologies and processes specific to the client's environment.
  • Acts as a strategic consultant to client decision-makers, offering guidance on solutions that address their business objectives and operational challenges.
  • Validates account-specific deliverables and proactively resolves implementation issues to maintain project timelines and client satisfaction.
  • Develops a customized client transformation roadmap that outlines the evolution of the client's IT portfolio from its current state to a desired future state, incorporating business priorities and technology goals.
• Account Management
  • Serves as the single point of contact for assigned managed accounts, ensuring seamless communication and accountability throughout the engagement lifecycle.
  • Monitors account activities and proactively escalates issues to maintain service continuity and client satisfaction.
  • Supports top-tier managed account clients by delivering customized documentation, coordinating deployments, and providing detailed reporting aligned with client-specific requirements.
  • Builds and nurtures global networks to foster collaboration across internal teams and client stakeholders.
  • Facilitates strategic discussions with cross-functional teams and client leadership to align priorities, drive execution, and achieve desired business outcomes.
  • Documents client expectations and influences deliverables to ensure adherence to agreed-upon standards and timelines.
  • Creates and maintains comprehensive account documentation for technical engineers, including deployment guides, configuration guides, operations manuals, and knowledge base articles
• Technical Service Delivery and Root Cause Analysis:
  • Monitors program and project elements to ensure that progress of account engagements meets expectations
  • Reconcile customer fleet assets using multiple data sources and provide fleet reporting
  • Owns Root Cause Analysis from end-to-end to develop problem management solutions and standards for managed accounts
  • Trending business and technical analysis and recognition of trend needs; presenting recommendations for customer service improvement and opportunities
  • Drives process enhancements to improve efficiency and service quality
  • Facilitates resolution strategies with appropriate customer contacts
• Team Leadership:
  • Leadership of direct team and others within Konica Minolta
  • Monitor team member key performance metrics and takes action to correct defects and improve performance
  • Assist staff with questions or concerns; show genuine support and recognition of good performance
  • Write and conduct approved performance appraisals; conduct mentoring sessions with staff to discuss job performance
  • Recruits and develops staff and management
  • Actively engages in learning opportunities and complete assigned curriculum in a timely manner; applies knowledge to continuously improve the customer experience, assists with the build of learning and training materials

• Has proficient technical knowledge; hands-on experience and knowledge of Konica Minolta device portfolio preferred
• Well-versed, proficient in networking knowledge
• Excellent verbal and written communication skills, including platform skills
• Knowledge of systems and applications used to support coordination efforts
• Strong, working knowledge of business process workflows
• First-rate customer service and interpersonal relationship building
• Ability to problem-solve and perform advanced troubleshooting with minimal assistance
• Exceptional time management; Can expertly assess workload and prioritize tasks based on urgency
• Experience with and in-depth knowledge of various ITSM platforms
• Highly proficient computer skills- Microsoft Office, Word, Excel, PowerPoint, Visio (Access/SQL preferred)
• Proficient in Business Objects, ServiceNow, and Power BI
• Positive attitude and collaborates well with other team members
• Multi-tasks work in a fast-paced environment
• Solid critical thinking and strategic planning abilities
• Detail-oriented and excellent organizational skills
• Occasional travel possible

Physical Requirements:

• This position requires sitting at a desk with a computer monitor for several hours at one time
• The vision requirements include close vision, peripheral vision, depth perception, and ability to adjust focus
• Bachelor's Degree from an accredited college or university preferred
• Minimum of 2 years of industry experience
• Minimum 5 years customer service and/or project coordination
• Jira, Agile, Scrum, Six Sigma, Project Management Certifications preferred

Konica 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 "20 Years of Excellence, Innovation and Impact," and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta's bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to be ranked on the Forbes 2025 America's Best Large Employers list, included on CRN's MSP 500 list numerous times; recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence's BLI 2025 and 2021 A3 Line of The Year and BLI 2021-2023 Most Color Consistent A3 Brand Awards for its bizhub One i-Series. For more information, please visit Konica Minolta online and follow it on Facebook, YouTube, LinkedIn and Twitter.

Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such as sales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal.

Au sujet de Konica Minolta

Solutions d'affaires Konica Minolta (Konica Minolta) a entame son parcours il y a plus de 150 ans, avec la volonte de voir et de faire les choses autrement. Elle fait equipe avec ses clients pour donner forme a leurs idees en appuyant leur transformation numerique grace a un riche portefeuille de solutions pour un milieu de travail connecte et fute. Parmi ses technologies d'affaires, on retrouve des services de TI, la gestion intelligente de l'information, des solutions de securite video et des services d'impression geres ainsi que des technologies de bureau et des solutions d'impression industrielle et commerciale. L'annee 2025 marque le 20e anniversaire de l'entree de Konica Minolta dans le marche de l'impression de production; l'entreprise souligne 20 annees d'excellence, d'innovation et de resultats tout en continuant d'etre une figure de proue dans l'impression numerique commerciale. C'est aussi l'annee ou la marque bizhub de Konica Minolta celebre ses 20 ans, au cours desquels la gamme a revolutionne la technologie de bureau, redefini les processus des entreprises, et evolue continuellement pour repondre aux besoins des milieux de travail modernes, mue par les avancees technologiques et la volonte d'innover. Konica Minolta est fiere de faire partie du palmares 2025 des meilleurs grands employeurs d'Amerique de Forbes, d'avoir figure a plusieurs reprises au palmares CRN des 500 fournisseurs de services geres, d'avoir ete nommee la marque numero un en matiere de fidelite des clients sur le marche des appareils de bureau multifonctions par Brand Keys pendant 18 annees consecutives, et de s'etre vue decerner les prix BLI A3 Line of the Year 2021 et 2025 et Most Colour Consistent A3 Brand 2021-2023 de Keypoint Intelligence pour sa gamme bizhub One i-Series. Pour en savoir plus, rendez-vous sur le site de Konica Minolta et suivez l'entreprise sur Facebook, YouTube, LinkedIn et Twitter.

Konica Minolta fonctionne selon un modele de services partages nord-americain qui permet d'harmoniser les priorites transfrontalieres et d'ameliorer la prestation de services aux organisations operationnelles. Le modele combine des fonctions de service americaine et canadienne afin d'offrir davantage de ressources aux services de soutien comme l'administration des ventes, la logistique et la chaine d'approvisionnement, le marketing, la planification des produits, la finance, les TI, les RH et les services juridiques.

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.

Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer.

Solutions d'affaires Konica Minolta (Canada) Ltee. est un employeur d'opportunite egale.