Customer Success Manager

We’re looking for a **Customer Success Manager** to_ _join our team
- Open and Honest. Customer-centric. Innovative. Passionate. Inclusive & Collaborative. Accountable._

**What We Offer**
- A collaborative, transparent, and engaging culture, working with awesome technology
- Competitive salary and performance-based variable compensation
- Flexible work options
- Employee Growth & Development
- Tuition Reimbursement Program
- Health Benefits Package
- Retirement Package
- Plenty of vacation and personal days
- Diversity and inclusion Program
- Employee Discounts
- Employee and Family Assistant Program
- Global Career Opportunities
- Vibrant social crew to organize team events, fundraising, and community initiatives

As the national IT Services Division of Konica Minolta Canada, IT Weapons has been delivering IT Services, hybrid cloud solutions, Information Security, connectivity, infrastructure management, and technical support for over 20 years. To simplify the management of complicated IT landscapes, our team helps streamline technology so companies can focus on their business performance, not system performance.

**Position Summary**:
Reporting to the Director of Knowledge Management, the Customer Success Manager (CSM) is responsible for developing customer relationships that promote retention and loyalty.

The CSM works closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

**What You’ll Be Doing**

Customer Satisfaction:

- Be responsible for ensuring high levels of customer satisfaction and retention for all customers in the assigned portfolio
- Along with the Account Manager, act as a primary contact for customer stakeholders throughout the customer relationship
- On behalf of the customer, be responsible to maintain awareness of service management performance, including timely resolution of incidents and delivery of projects & technical services
- Act as an escalation point for major incidents, assisting in the coordination of resolving parties, effective communication to stakeholders and post incident review
- Be responsible for continuing risk management to ensure retention and growth of customers in the assigned portfolio
- Be responsible to manage the customer feedback through survey tools and other forms of customer feedback to ensure continued customer satisfaction
- Provide support as needed to acquire new business opportunities
- Understand and communicate customer entitlements and assist in contract management
- Responsible for creating awareness of the service catalogue and product/service updates that align with the customers business

Governance:

- Collaborate directly with the Service Delivery team to ensure the quality and performance of technical services for customers in the assigned portfolio, including making recommendations for service improvement
- Be accountable to manage all Continual Service Improvement activities
- Understand customer business objectives and assist in developing a strategic direction for success
- Accountable for increasing customer satisfaction throughout the customer journey
- Plan and coordinate own/team's activities to meet deliverable commitments and quality expectations
- Work collaboratively with other team members from different disciplines and backgrounds
- Implement better and/or innovative ways to meet goals or overcome obstacles
- Help to maintain a high level of customer focus within the team
- Build expertise in key technical, functional and professional skills
- Keep management informed and involved as issues develop

**Who You Are**
- Ability to undertake the above responsibilities
- A passion for Service Improvement in a Customer/Service Provider Relationship
- Strong business development, negotiation, and influencing skills
- Working knowledge of ITIL Service Lifecycle and IT Best Practices
- Excellent organizational skills and strong ability to manage and prioritize and tasks and time efficiently for yourself and others
- Excellent written and verbal communication skills
- Excellent customer facing/customer service skills
- Able to demonstrate a high degree of flexibility including shift and out of hours working
- Able to manage sensitive and sometimes confidential information

**Experience, Educational Requirements and Certifications**:
This position requires at least a bachelor’s degree, or its foreign equivalent, or equivalent combination of relevant education and experience. Additionally, 2 years of experience in account management, outside sales of customer service with the ability to work independently providing customer service for the technical services and systems of a small and medium business.
- Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer._
- #ITW_
- #LI-RK1_