[Hiring] Manager II, Strategic Technical Accounts @Ricoh

Role Description

The Manager II, Strategic Technical Account manages a solutions implementation team. Has accountability for solution oversight, billable services, customer training, and the resolution of application and software problems requiring on-site and/or remote support. The Technical Account Manager acts as a trusted technical and business advisor to Ricoh's Premier Application Support Customers, providing premium leadership services aligned to the customers' priorities in order to maximize the business value of their Ricoh Investments.

• Provides Leadership, Manages and Supports the Technical Account Management Team consisting of Technical Account Support Professionals, Analysts, and Engineers.
• Ensures effective processes, procedures, technical roadmaps, and escalation policies are in place.
• Focuses on employee development via Individual Development/Training Plans.
• Ensures excellent internal and external customer satisfaction.
• Creates a strategic relationship with key stakeholders within customer organizations.
• Drives new business opportunities through proactive engagement with Customers, Sales, and Design resources.
• Drives Services objectives and goals as assigned.

Qualifications

• College degree or equivalent experience required.
• Requires a minimum of 5 years of management experience.
• Requires PC literacy.
• Understanding of International labor laws.
• Familiar with Output Management software, specifically RightFax (OpenText).
• Familiar with Knowledge-Centered Service (KCS) methodology.

Requirements

• Strong leadership skills with the ability to motivate teams to accomplish challenging goals.
• Ability to develop organizational, team, and employee competencies.
• Ability to lead a remote technical team with individual team members dispersed geographically.
• Ability to travel as required maintaining rapport with employees and customer contacts.
• Technical skills in enterprise IT architecture and design based on real-world application development and design.
• Ability to work with ambiguous goals and to meet or exceed aggressive deadlines.
• Skills in forming and developing high-performing technical teams.
• Strong interpersonal and communications skills including public speaking and both oral and written proficiency.
• Ability to create strong high-trust partnerships with Ricoh resources.
• Ability to present complex technical topics to a non-technical audience.
• Excellent problem-solving skills under pressure and strong customer service orientation.

Benefits

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually.
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.