Overview
The Managed Account Support Coordinator 2 position will provide high-level account service management to the largest, most complex domestic and global engagements/clients supported by Konica Minolta Global Client Services. This position will focus on onboarding activities and ongoing account maintenance and management. Works with account team post award to plan, document and develop strategies for rollout and aftermarket support.
Responsibilities
• Participate in client discovery sessions to understand requirements regarding deployment, incident and/or solution management
• Compile Managed Account implementation documentation that will be utilized by dispatched technical engineers (Deployment Guide, Program Support Guide, Operations Guide, email communication templates, etc)
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• Communicate program specific requirements and procedures to local (domestic or global) installing teams for deployment of new hardware and/or solutions and services
• Compile processes/procedures/curriculum using approved templates for internal operational team members to utilize while supporting ongoing break/fix (hardware and solutions) incident requests for each supported client
• Compile processes/procedures/curriculum using approved templates for internal operational team members to utilize while supporting on-going IMAC-D requests (Install, Move, Add, Change, Delete) for each supported client
• Reconcile customer fleet assets using multiple data sources and provide fleet reporting
• Provide status updates to internal and external stakeholders utilizing multi-media
• Initiate improvement plans for active projects; perform continuous follow-up and track project to completion
• Understand customer contract and applicable SLAs - works with customer and account team organically to operationalize contract requirements
• Enforce contractual SLA obligations by monitoring incident activity; work with local service teams to resolve escalations
• Participate in the development and distribution of monthly/quarterly service metric reporting, by utilizing and linking data from different data sources (client system, KM system, fleet tool reporting, etc)
• Participiate in onsite or remote PAR (Periodic Account Reviews) presentations as required
• Complete projects and tasks as assigned by management
Qualifications
• High school or equivalent, BS or BA preferred
• Minimum 3 years customer service, project coordination
• Working in team enviroments and working closely with high level client stakeholders
• Proven track record in problem solving and business process design
• Outstanding presentation skills - verbal and written
• Excellent verbal and written communication skills, including platform skills
• Knowledge of systems and applications used to support coordination efforts
• Good understanding of business process workflows
• Good customer service and interpersonal skills
• Good time management skills
• Ability to problem solve and perform advanced troubleshooting with minimal assistance
• Proficient computer skills- Microsoft Office, Word, Excel, PowerPoint (Access/SQL preferred)
• Basic foundational understanding of ITIL process framework
• Positive attitude and collaborates well with other team members
• Detail oriented and excellent organizational skills
• Ability to assess workload and prioritize tasks based on urgency
• Basic networking knowledge
• Basic troubleshooting skills
• Ability to multi-task work in a fast paced environment
• Occasional travel possible
About Us
Konica Minolta's journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions U.S.A., Inc. is reshaping and revolutionizing the workplace to achieve true connectivity through the Intelligent Connected Workplace. The company guides and supports its clients' digital transformation through its expansive office technology portfolio, including IT Services (All Covered), intelligent information management, managed print services and industrial and commercial print solutions. Konica Minolta has been included on CRN's MSP 500 list nine times and The World Technology Awards named the company a finalist in the IT Software category. Konica Minolta has been recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for sixteen consecutive years, and is proud to be ranked on the Forbes 2021 America's Best-in-State employers list. The company received Keypoint Intelligence's BLI 2021 A3 Line of The Year Award and BLI 2021-2023 Most Color Consistent A3 Brand Award for its bizhub i-Series. Konica Minolta, Inc. has been named to the Dow Jones Sustainability World Index for nine consecutive years and has spent six years on the Global 100 Most Sustainable Corporations in the World list. Konica Minolta partners with its clients to give shape to ideas and works to bring value to our society. For more information, please visit us online and follow Konica Minolta on Facebook, YouTube, LinkedIn and Twitter.
EOE Statement
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) Ltée. est un employeur d'opportunité égale.