GCS Managed Account Coordinator II
About The Position
Konica Minolta currently has an exciting opportunity for a GCS Managed Account Coordinator II. The Managed Account Support Coordinator 2 position will provide high-level account service management to the largest, most complex domestic and global engagements/clients supported by Konica Minolta Global Client Services. This position will focus on onboarding activities and ongoing account maintenance and management. Works with account team post award to plan, document and develop strategies for rollout and aftermarket support.
Requirements
- High school or equivalent, BS or BA preferred
- Minimum 3 years customer service, project coordination
- Working in team environments and working closely with high level client stakeholders
- Proven track record in problem solving and business process design
- Outstanding presentation skills - verbal and written
- 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
- Ability to problem solve and perform advanced troubleshooting with minimal assistance
- Proficient computer skills- Microsoft Office, Word, Excel, PowerPoint (Access/SQL preferred)
- Basic foundational understanding of ITIL process framework
- Positive attitude and collaborates well with other team members
- Detail oriented and excellent organizational skills
- Ability to assess workload and prioritize tasks based on urgency
- Basic networking knowledge
- Basic troubleshooting skills
- Ability to multi-task work in a fast paced environment
- Occasional travel possible
Responsibilities
- Participate in client discovery sessions to understand requirements regarding deployment, incident and/or solution management
- Compile Managed Account implementation documentation that will be utilized by dispatched technical engineers (Deployment Guide, Program Support Guide, Operations Guide, email communication templates, etc)
- Communicate program specific requirements and procedures to local (domestic or global) installing teams for deployment of new hardware and/or solutions and services
- Compile processes/procedures/curriculum using approved templates for internal operational team members to utilize while supporting ongoing break/fix (hardware and solutions) incident requests for each supported client
- Compile processes/procedures/curriculum using approved templates for internal operational team members to utilize while supporting on-going IMAC-D requests (Install, Move, Add, Change, Delete) for each supported client
- Reconcile customer fleet assets using multiple data sources and provide fleet reporting
- Provide status updates to internal and external stakeholders utilizing multi-media
- Initiate improvement plans for active projects; perform continuous follow-up and track project to completion
- Understand customer contract and applicable SLAs - works with customer and account team organically to operationalize contract requirements
- Enforce contractual SLA obligations by monitoring incident activity; work with local service teams to resolve escalations
- Participate in the development and distribution of monthly/quarterly service metric reporting, by utilizing and linking data from different data sources (client system, KM system, fleet tool reporting, etc)
- Participate in onsite or remote PAR (Periodic Account Reviews) presentations as required
- Complete projects and tasks as assigned by management
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Merchant Wholesalers, Durable Goods
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
