GCS Managed Account Coordinator II

Konica Minolta•New York, NY

71d

About The Position

Konica Minolta currently has an exciting opportunity for a GCS Managed Account Coordinator II. The Managed Account Support Coordinator II (MAC II) 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 enviroments 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

Particpate 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)
Participiate in onsite or remote PAR (Periodic Account Reviews) presentations as required
Complete projects and tasks as assigned by management