- 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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Customer Success Specialist - Columbus, United States - Konica Minolta Business Solutions Ltd
Description
Job Description
OverviewKonica 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
ResponsibilitiesEstablishing 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.
QualificationsKonica 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 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 StatementKonica 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.
