[Hiring] Client Engagement Manager @Konica Minolta Business Solutions, U.S.A., Inc.

Role Description

The IIM Client Engagement Manager will be responsible for managing the Program and portfolio of IIM projects for the largest enterprise clients. This position is accountable for all interactions with the client throughout the client lifecycle – Sales, Implementation, and Support. Excellent communication skills, experience working at the C-Level, and experience managing complex interdependent projects are the keys to success in this role. The CEM will act as the primary interface between our clients and our teams to ensure alignment with the client underneath the contractual umbrella of the engagement. The CEM is accountable for ensuring the overall program is built around the client's requirements and consistently meets their needs. Critical to this role is the ability to have difficult conversations with clients – crucial conversations.

Responsibilities

• Program Management for Enterprise Accounts
  • Single point-of-contact for the overall Program related to Enterprise Clients.
  • Consolidated status reporting when multiple projects are involved.
  • Responsible for all cross-agency or department communications.
  • Overall Pipeline consolidation and reporting.
  • Management of Program renewals and amendments.
  • Assist with software licensing management for all in-flight and existing solution implementations.
• Konica Minolta IIM Experience Delivery
  • Ensure Sales, Implementation and Support are kept current on any new developments or requirements related to the Program.
  • Keep master opportunity list and ensure KMBS leadership understand future resource requirements and any potential roadblocks.
  • Escalation point for all Program related issues, as well as, issues involving IT or multiple agencies.
  • Participate in all project Kickoff meetings and post go-live reviews.
  • Track and report on all metric and KPIs required for the Program.
• Customer Retention
• Client Experience Escalations and Communication
  • Serve as a trusted advisor for clients, and an internal advocate for their needs and requests.
  • Reference data and analytic tools to assist in the proactive support provided to clients.
  • Expose potential account growth opportunities and provide the Account Manager the information to drive revenue generation.
  • Review, consolidation and reporting of outstanding support issues at the Program-level (non-agency or department).
  • Executive Sponsor engagement/communication during projects.
• Client Licensing Alignment with Active Contracts
  • Responsible for the coordination with the Software Development Companies and extending the SDC’s relationship and support to the client under the terms of the overall Program.
• Develop and maintain a working expert level knowledge
  • On product offerings, customer use cases, best practices, and legal considerations.
• Other duties, as assigned by Management.

Qualifications

• Ability to work in a fluid and changing environment.
• Passionate about delivering value, customer satisfaction, and service mentality.
• High aptitude and understanding of technology.
• Self-starter and ability to thrive in a fast-paced environment.
• Previous experience managing or participating in enterprise-level projects.
• Strong organization and prioritization skills.
• High level of integrity and follow-through.
• Strong leadership skills and ability to mentor others.
• Solid non-technical product knowledge.
• Strong communication skills – ability to deliver good news and bad.
• Four-year college degree or satisfactory completion of a business curriculum from an accredited school and/or equivalent work experience.
• 10+ years of experience in a customer-facing role; i.e. customer support, account management, consulting, etc.
• 10+ years of experience in ECM or a related industry.
• 5+ years of Intelligent Automation experience.
• 10+ years of experience providing solutions relating to business process improvement.
• Experience servicing internal and external customers.
• Experience working with external vendors/partners.
• Previous experience within Hyland Software solutions.
• Prior program management experience.

Physical Requirements

• Job duties require minimal travel, as assigned and/or necessary.
• Required job duties are sedentary and normally performed in a climate-controlled office environment or a remote work environment.

Dress Code

• Business Casual dress is required; however, business attire may be required for management meetings.

Travel Requirements

• Ability to travel when required.