GCS Client Experience Specialist

Konica Minolta Business Solutions, U.S.A., Inc.•Ramsey, NJ

About The Position

Konica Minolta currently has an exciting opportunity for a GCS Client Experience Specialist! Responsibilities Client Engagement Act as a trusted advisor to clients by guiding them through Konica Minolta’s Managed Service Delivery methodologies and best practices Participate in client discovery sessions to capture detailed requirements for deployments, incident resolution, and solution management Collaborate with clients & internal teams to define support roles, document expectations, and influence deliverables to meet strategic objectives Account & Project Management Serve as the primary point of contact for assigned, high-profile managed accounts, ensuring clear communication and accountability throughout the engagement lifecycle Drive onboarding and deployment for enterprise, national, and global accounts by delivering documentation and conducting service team briefings for seamless implementation Develop and execute hardware, solution, and service strategies tailored to client needs, while monitoring progress and implementing improvement plans Produce detailed monthly and quarterly service performance reports by integrating data from client systems, KM platforms, and fleet tools Facilitate Monthly Operations Reviews with clients and internal teams to ensure alignment on performance, goals, and improvement opportunities Deliver timely status updates and insights to internal and external stakeholders using clear, multi-channel communication methods Document and Process Development Create comprehensive implementation guides and operational documentation for technical teams, including deployment and communication templates Design and maintain workflows, support processes, and training materials to enhance internal team readiness and consistency Operational Support Communicate client-specific technical and program requirements to installation teams for accurate deployment of hardware and solutions Validate and reconcile client fleet assets across multiple data sources, providing accurate reporting and actionable insights, including opportunities for optimization Monitor SLA compliance, resolve escalations promptly, and ensure contractual obligations are operationalized effectively Complete projects and tasks as assigned by management Qualifications 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 Outstanding presentation skills – verbal and written Ability to assess workload and prioritize tasks based on urgency Basic networking knowledge & troubleshooting skills Ability to problem solve and perform advanced troubleshooting with minimal assistance Proficient computer skills- Microsoft Office, Word, Excel, PowerPoint (Access/SQL preferred) Positive attitude and collaborates well with other team members Detail oriented and excellent organizational skills Working in team environments and working closely with high level client stakeholders Proven track record in problem solving and business process design Ability to multi-task work in a fast-paced environment Occasional travel possible

Requirements

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
Outstanding presentation skills – verbal and written
Ability to assess workload and prioritize tasks based on urgency
Basic networking knowledge & troubleshooting skills
Ability to problem solve and perform advanced troubleshooting with minimal assistance
Proficient computer skills- Microsoft Office, Word, Excel, PowerPoint (Access/SQL preferred)
Positive attitude and collaborates well with other team members
Detail oriented and excellent organizational skills
Working in team environments and working closely with high level client stakeholders
Proven track record in problem solving and business process design
Ability to multi-task work in a fast-paced environment
Occasional travel possible

Responsibilities

Act as a trusted advisor to clients by guiding them through Konica Minolta’s Managed Service Delivery methodologies and best practices
Participate in client discovery sessions to capture detailed requirements for deployments, incident resolution, and solution management
Collaborate with clients & internal teams to define support roles, document expectations, and influence deliverables to meet strategic objectives
Serve as the primary point of contact for assigned, high-profile managed accounts, ensuring clear communication and accountability throughout the engagement lifecycle
Drive onboarding and deployment for enterprise, national, and global accounts by delivering documentation and conducting service team briefings for seamless implementation
Develop and execute hardware, solution, and service strategies tailored to client needs, while monitoring progress and implementing improvement plans
Produce detailed monthly and quarterly service performance reports by integrating data from client systems, KM platforms, and fleet tools
Facilitate Monthly Operations Reviews with clients and internal teams to ensure alignment on performance, goals, and improvement opportunities
Deliver timely status updates and insights to internal and external stakeholders using clear, multi-channel communication methods
Create comprehensive implementation guides and operational documentation for technical teams, including deployment and communication templates
Design and maintain workflows, support processes, and training materials to enhance internal team readiness and consistency
Communicate client-specific technical and program requirements to installation teams for accurate deployment of hardware and solutions
Validate and reconcile client fleet assets across multiple data sources, providing accurate reporting and actionable insights, including opportunities for optimization
Monitor SLA compliance, resolve escalations promptly, and ensure contractual obligations are operationalized effectively
Complete projects and tasks as assigned by management