Customer Success Manager (Burnaby)

Overview Si ce poste est situé au Canada, veuillez visiter notre site français à l’adresse suivante : https://careerscafr-kmbskonicaminolta.icims.com/jobs et rechercher le numéro d’emploi indiqué ci-dessus afin de consulter cette offre d’emploi en français. The role is responsible for developing customer relationships that promote retention and loyalty. The role works closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. Responsibilities Customer Engagement: Be responsible for ensuring high levels of customer satisfaction and retention for all customers in the assigned portfolio Along with the Account Manager, act as a primary contact for customer stakeholders throughout the customer relationship On behalf of the customer, be responsible to 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 Be responsible for continuing risk management to ensure retention and growth of customers in the assigned portfolio Be responsible to manage customer feedback through survey tools and other forms of customer feedback to ensure continued customer satisfaction Provide support as needed to acquire new business opportunities Understand and communicate customer entitlements and assist in contract management Responsible for creating awareness of the service portfolio and service updates that align with the customers business Responsible to identify new business opportunities within their portfolio. Collaborate with cross-functional teams, including account managers, projects, delivery, procurement, product & marketing, etc., to support customer needs and enhance client experience Partner with our enterprise service delivery team to guide new customers through various aspects of service setup and implementation. Scalable digital engagement through targeted emails, surveys, campaigns and self-service content Utilize automation and AI-driven insights to identify customer risks, customer advocacy opportunities, adoption trends, and expansion potential. Governance: Promote opportunities to continually improve standards for hardware, software and security in the customer’s environment, ensuring the effective and efficient use of technology and services Collaborate with the Service Delivery team to ensure the quality and performance of services for customers in the assigned portfolio, including making recommendations for service improvement Be accountable to manage all continual service improvement activities Understand customer business objectives and assist in developing success plans with key customer stakeholders Manage all regularly scheduled client engagement activities (eg: Monthly meetings, Technology Roadmaps, Service Reviews, Check-ins, etc) Accountable for increasing customer satisfaction throughout the customer journey Self-Management: Plan and coordinate own/team's activities to meet deliverable commitments and quality expectations Work collaboratively with other team members from different disciplines and backgrounds Implement better and/or innovative ways to meet goals or overcome obstacles Help to 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 Other Duties/Projects As assigned Qualifications Bachelor’s degree or equivalent combination of relevant education and experience 2 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. A passion for Service Improvement in a Customer/Service Provider Relationship Managed Service Provider experience is an asset Experience working with Gainsight, ConnectWise and CRM-related platforms an asset Experience with Sentiment Monitoring, Calls to Action, Health Scores, Success Plans, and Reporting 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 and tasks and time efficiently for yourself and others Excellent written and verbal communication skills Excellent customer facing/customer service skills Able to demonstrate a high degree of flexibility Able to manage sensitive and sometimes confidential information Must be able to learn new concepts, applications and technologies quickly PHILOSOPHY – The Creation of New Value Since we established Our Philosophy in 2003, the creation of new value has remained a steadfast management philosophy at Konica Minolta, and this will not change in the future. We will always support people and society by creating and delivering new value in multiple forms for both our customers and the various people beyond them. VISION – Imaging to the People A global company that is vital to society, bringing vision to reality. A robust and innovative company, continually evolving and contributing to the sustainable growth of society and individuals. To transform the work experience and connect people, technology and information that drives unprecedented customer success. About Us This posting reflects an existing vacancy that we are actively recruiting for. About Konica Minolta 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. Salary Disclaimer Konica Minolta is committed to transparent and equitable compensation practices. Our pay structure is designed to support employee growth, allowing individuals to progress through the salary range as they advance in their role. Actual base pay offered will vary based on a candidate’s skills, experience, job‑related knowledge, geographic location, and specific business needs. AI Disclosure Konica Minolta Business Solutions (Canada) Ltd., or its authorized third-party contractors, may employ Artificial Intelligence technologies to support elements of the recruitment process. Notwithstanding this, Applications are reviewed by our recruitment team, who always make the final hiring decision. 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, U.S.A., Inc and Konica Minolta Business Solutions (Canada) Ltd. are equal opportunity employers.
Customer Engagement: Be responsible for ensuring high levels of customer satisfaction and retention for all customers in the assigned portfolio Along with the Account Manager, act as a primary contact for customer stakeholders throughout the customer relationship On behalf of the customer, be responsible to 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 Be responsible for continuing risk management to ensure retention and growth of customers in the assigned portfolio Be responsible to manage customer feedback through survey tools and other forms of customer feedback to ensure continued customer satisfaction Provide support as needed to acquire new business opportunities Understand and communicate customer entitlements and assist in contract management Responsible for creating awareness of the service portfolio and service updates that align with the customers business Responsible to identify new business opportunities within their portfolio. Collaborate with cross-functional teams, including account managers, projects, delivery, procurement, product & marketing, etc., to support customer needs and enhance client experience Partner with our enterprise service delivery team to guide new customers through various aspects of service setup and implementation. Scalable digital engagement through targeted emails, surveys, campaigns and self-service content Utilize automation and AI-driven insights to identify customer risks, customer advocacy opportunities, adoption trends, and expansion potential. Governance: Promote opportunities to continually improve standards for hardware, software and security in the customer’s environment, ensuring the effective and efficient use of technology and services Collaborate with the Service Delivery team to ensure the quality and performance of services for customers in the assigned portfolio, including making recommendations for service improvement Be accountable to manage all continual service improvement activities Understand customer business objectives and assist in developing success plans with key customer stakeholders Manage all regularly scheduled client engagement activities (eg: Monthly meetings, Technology Roadmaps, Service Reviews, Check-ins, etc) Accountable for increasing customer satisfaction throughout the customer journey Self-Management: Plan and coordinate own/team's activities to meet deliverable commitments and quality expectations Work collaboratively with other team members from different disciplines and backgrounds Implement better and/or innovative ways to meet goals or overcome obstacles Help to 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 Other Duties/Projects As assigned
Bachelor’s degree or equivalent combination of relevant education and experience 2 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. A passion for Service Improvement in a Customer/Service Provider Relationship Managed Service Provider experience is an asset Experience working with Gainsight, ConnectWise and CRM-related platforms an asset Experience with Sentiment Monitoring, Calls to Action, Health Scores, Success Plans, and Reporting 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 and tasks and time efficiently for yourself and others Excellent written and verbal communication skills Excellent customer facing/customer service skills Able to demonstrate a high degree of flexibility Able to manage sensitive and sometimes confidential information Must be able to learn new concepts, applications and technologies quickly PHILOSOPHY – The Creation of New Value Since we established Our Philosophy in 2003, the creation of new value has remained a steadfast management philosophy at Konica Minolta, and this will not change in the future. We will always support people and society by creating and delivering new value in multiple forms for both our customers and the various people beyond them. VISION – Imaging to the People A global company that is vital to society, bringing vision to reality. A robust and innovative company, continually evolving and contributing to the sustainable growth of society and individuals. To transform the work experience and connect people, technology and information that drives unprecedented customer success.