Customer Success Manager - Managed IT Services

Customer Success Manager - Managed IT Services

All Covered, IT Managed Services Division of Konica Minolta Business Solutions has an exciting opportunity available for a Customer Success Manager. Reporting to the National Manager – Customer Success, the CSM is responsible for developing customer relationships that promote retention and loyalty. The CSM works closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

This includes the ability to identify and promote improvements to customer technical services and systems. The CSM will spend an equal amount of time ensuring customer satisfaction, developing opportunities to expand services, and maintaining customer administrative compliance.

• Be responsible for ensuring high levels of customer satisfaction and retention for all customers in the assigned portfolio.
• Act as a primary contact for customer stakeholders throughout the customer relationship.
• 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.
• Continue risk management to ensure retention and growth of customers in the assigned portfolio.
• Manage customer feedback through survey tools and other forms to ensure continued satisfaction.
• Acquire new business opportunities.
• Promote opportunities to continually improve standards for hardware, software, and security in the customer’s environment.
• Collaborate with the Technical Services Consultant to ensure the quality and performance of technical services and recommend improvements.
• Ensure all administrative tasks are completed according to company standards.
• Plan and coordinate own/index team activities to meet deliverable commitments and quality expectations.
• Work collaboratively with team members from different disciplines and backgrounds.
• Implement better and/or innovative ways to meet goals or overcome obstacles.
• Help 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.

• Requires at least a bachelor’s degree, or its foreign equivalent, or an 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.
• Ability to undertake the above responsibilities.
• A passion for service improvement in a customer/service provider relationship.
• Strong business development, negotiation, and influencing skills.
• Working knowledge of ITIL Service Lifecycle and IT best practices.
• Excellent organizational skills and strong ability to manage and prioritize tasks and time efficiently for yourself and others.
• Excellent written and verbal communication skills.
• Excellent customer-facing/customer service skills.
• Ability to demonstrate a high degree of flexibility including shift and out-of-hours working.
• Ability to manage sensitive and sometimes confidential information.
• Must be able to learn new concepts, applications and technologies quickly.

Konica Minolta Business Solutions’ 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. Konica Minolta is proud to be ranked on the Forbes 2025…