GCS Client Experience Specialist
About The Position
The GCS Client Experience Specialist serves as a trusted advisor and primary point of contact for assigned high-profile managed accounts. The role guides clients through Konica Minolta’s Managed Service Delivery methodologies and best practices, gathers and documents requirements, and collaborates with clients and internal teams to define support roles, expectations, and deliverables aligned with strategic objectives. The specialist leads onboarding and deployment for enterprise, national, and global accounts; develops client-specific hardware, solution, and service strategies; tracks performance and improvement plans; and prepares service performance reports using data from client systems, KM platforms, and fleet tools. The position also facilitates Monthly Operations Reviews, communicates status and insights to stakeholders, creates implementation and operational documentation, develops workflows and training materials, coordinates technical requirements with installation teams, validates fleet assets, monitors SLA compliance, and resolves escalations. The role requires strong communication, customer service, organization, time management, presentation, problem-solving, and coordination skills. It involves working with internal teams and senior client stakeholders in a fast-paced environment. Occasional travel may be possible. The position requires sitting at a desk using a computer monitor for several hours at a time, with close and peripheral vision, depth perception, and the ability to adjust focus.
Requirements
- Minimum 4 years of customer service and project coordination experience.
- High school diploma or equivalent.
- 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 and outstanding presentation skills.
- Ability to assess workload and prioritize tasks based on urgency.
- Basic networking knowledge and troubleshooting skills.
- Ability to problem-solve and perform advanced troubleshooting with minimal assistance.
- Proficiency with Microsoft Office, Word, Excel, and PowerPoint.
- Positive attitude and ability to collaborate with team members.
- Detail-oriented, with excellent organizational skills.
- Experience working in team environments and closely with high-level client stakeholders.
- Proven problem-solving and business process design track record.
- Ability to multitask in a fast-paced environment.
Nice To Haves
- Bachelor of Science or Bachelor of Arts degree preferred.
- Knowledge of Access or SQL preferred.
Responsibilities
- Guide clients through Konica Minolta’s Managed Service Delivery methodologies and best practices.
- Participate in client discovery sessions and capture requirements for deployments, incident resolution, and solution management.
- Collaborate with clients and internal teams to define support roles, document expectations, and shape deliverables to meet strategic objectives.
- Serve as the primary contact for assigned high-profile managed accounts and maintain communication and accountability throughout engagements.
- Lead onboarding and deployment for enterprise, national, and global accounts by providing documentation and briefing service teams.
- Develop and execute hardware, solution, and service strategies tailored to client needs, monitor progress, and implement improvement plans.
- Prepare monthly and quarterly service performance reports using data from client systems, KM platforms, and fleet tools.
- Facilitate Monthly Operations Reviews with clients and internal teams.
- Provide timely status updates and insights to internal and external stakeholders through clear, multi-channel communication.
- Create implementation guides and operational documentation, including deployment and communication templates.
- Design and maintain workflows, support processes, and training materials.
- Communicate client-specific technical and program requirements to installation teams.
- Validate and reconcile client fleet assets across data sources, and provide accurate reporting and optimization insights.
- Monitor SLA compliance, resolve escalations promptly, and ensure contractual obligations are operationalized.
- Complete projects and tasks as assigned by management.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
