GCS Client Experience Specialist
About The Position
The GCS Client Experience Specialist reports to the Global Client Services organization and supports the company’s highest-profile clients. The role provides hands-on support for hardware and solution deployments and manages and monitors after-market service programs to ensure an effortless client experience. It includes creating detailed requirements documentation, coordinating with service teams, and ensuring accurate, timely delivery of client print solutions. The specialist also prepares, analyzes, and presents performance and service reports to internal and external stakeholders to support data-driven decisions and continuous improvement.
Requirements
- Minimum four 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.
- Outstanding verbal and written presentation skills.
- Ability to assess workload and prioritize tasks based on urgency.
- Basic networking knowledge and troubleshooting skills.
- Ability to solve problems and perform advanced troubleshooting with minimal assistance.
- Proficiency with Microsoft Office, including Word, Excel, and PowerPoint.
- Positive attitude and ability to collaborate with team members.
- Detail orientation and 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.
- Knowledge of Access or SQL.
Responsibilities
- Guide clients through Konica Minolta’s Managed Service Delivery methodologies and best practices.
- Participate in client discovery sessions to 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 point of contact for assigned high-profile managed accounts, maintaining clear communication and accountability.
- Drive onboarding and deployment for enterprise, national, and global accounts through documentation and service-team briefings.
- Develop and execute hardware, solution, and service strategies tailored to client needs; monitor progress and implement improvement plans.
- Produce monthly and quarterly service performance reports using data from client systems, Konica Minolta platforms, and fleet tools.
- Facilitate Monthly Operations Reviews with clients and internal teams to align on performance, goals, and improvement opportunities.
- Provide timely status updates and insights to internal and external stakeholders through clear, multi-channel communications.
- Create implementation guides and operational documentation for technical teams, including deployment and communication templates.
- Design and maintain workflows, support processes, and training materials to improve team readiness and consistency.
- Communicate client-specific technical and program requirements to installation teams.
- Validate and reconcile client fleet assets across data sources, providing accurate reports and actionable optimization insights.
- Monitor SLA compliance, promptly resolve escalations, 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
Education Level
High school or GED
