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    Customer Success Specialist - Columbus, United States - Konica Minolta

    Konica Minolta
    Konica Minolta Columbus, United States

    1 day ago

    Default job background
    Full time
    Description
    Overview

    Konica Minolta is offering a wide variety of career opportunities and is an excellent choice for motivated professionals interested in a stimulating and progressive work environment.

    With clients all over the U.S. and Canada, Konica Minolta is focused on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company.

    Please join us in our exciting growth and pursue a rewarding career with All Covered

    Responsibilities

    Establishing Trust

    As a Unified Communications Customer Success Specialist, you will be met with unique, and oftentimes unpredictable customer scenarios that require attentiveness and problem-solving. Empathy, and the ability to insert oneself in the shoes of a business owner, chief technology officer, receptionist, and everyone in between will help guide your actions in serving as their advocate.

    Client requests should be evaluated with that same empathy, but not carelessly done in haste; For example, when a client expresses dissatisfaction, the root cause of the issue needs to be immediately determined and corrected to reestablish their confidence in the partnership. Throwing money, and free services is not always the solution. In those scenarios, it is important to know when to engage your supervisor for direction.

    Your goal is to establish a working relationship with the customer that instills trust, respect, and allows both parties to come out successful.

    Efficient Communication

    The ability to effectively communicate within all levels of an organization and different backgrounds is essential.

    Conversations should always be approached with composure and politeness.

    The Customer Success Specialist has the ability to collaborate with various internal departments (such as billing, support, etc.) depending on specific client needs, but maintains accountability as the customer advocate.

    The customers need should be effectively communicated to these departments and monitored accordingly.

    Listening plays an integral role in communication; hearing client feedback, taking that data, and using it for short-term (i.e., What immediate action needs to be taken to fulfill their needs?), or long-term success (i.e., What overall changes need to be made to improve this experience?) is key.

    Seamless Account Additions

    Whether received from support, project coordinators, or the clients themselves, service/procurement additions (often referred to as upticks) will take up a large percentage of time.

    The Customer Success Specialist should understand that this should be a quick and easy process for the customer.

    The Customer Success Specialist should recognize the client needs, communicate our solution, receive approval for any billing changes, then complete and process the corresponding paperwork for implementation, all in a timely manner.

    Qualifications

  • This position requires at least a bachelor's degree, or its foreign equivalent, or equivalent combination of relevant education and experience.
  • Stay up to date on the latest Unified Communications technologies and trends.
  • Become proficient in KM Unified Communications pricing, offerings, and solutions.
  • Multitask, and prioritize multiple requests at once, in order to complete in a timely manner.
  • Always provide excellent customer service to clients Showcase ability to remain calm, and problem-solve during high-stakes customer incidents.
  • Display excellent written and verbal communication.
  • Display strong business development, negotiation, and influencing skills.
  • Spot potential new revenue opportunities within existing clients, based on their needs.
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