Client Delivery Manager

Client Delivery Manager
CA - MB - Winnipeg

Job Description

Konica Minolta is a Global Fortune 1000 Company that has contributed to the world of imaging technology for decades. No! We are no longer a camera company! However our lens technology has allowed us to succeed in the imaging industry. As we continue to grow and develop innovative software and solutions paired with award winning products, we look for highly engaged people to join our team.

From smart office technology and information management to cloud, mobility and IT services, we have a rich history of creating the products and services necessary to make work possible from anywhere at any time. Our products and solutions help companies around the world move information faster, improve quality and productivity, enhance security and facilitate the sharing of information. We are proud that our portfolio leads the industry while exceeding environmental standards.

Job Summary:

Manage the total Managed Print Services operations of assigned accounts by driving accountability to ensure contractual obligations, eligible revenue and margin objectives are met while building and sustaining effective relationships with customer’s stakeholders. Achieve goal of maximum client satisfaction and expansion of Konica Minolta to drive profitable revenue growth. The Client Delivery Manager is accountable for the overall client relationship and will focus on delivering high customer satisfaction to ensure client retention.

Job Responsibilities:

  • Overall management of the assigned customer’s output environment
  • Assist Sales teams to build and execute a strategic account plan that aligns strategic initiatives to grow Konica Minolta presence in the account in order to identify new sales opportunities and generate more business revenue.
  • Use a consultative-selling approach, build trusted advisor working relationships with customer’s senior operational managers and C-level contacts.
  • Identify incremental revenue opportunities for additional Konica Minolta solutions including professional services that exceed customers’ expectations to ensure high-level of customer loyalty and maximizes client retention.
  • Interface with Konica Minolta SME to anticipate client needs and facilitate solution development.
  • Align Konica Minolta resources, including sales and service resources, to the client strategy that strengthens Konica Minolta’s relationship and credibility with client influencers and decision makers.
  • Demonstrate breadth and depth of knowledge of Konica Minolta’s print fleet management capabilities coupled with a deep understanding of the clients’ business and priorities to maximize a mutually beneficial relationship.
  • Execute job functions following standard practices and develops or enhances practices as required by customer and business needs
  • Continuous improvement plan development and new idea thought leadership
  • Achieve a high score in regional customer satisfaction surveys
  • Adhere to and consistently achieve the key success metrics within the Continuous Improvement Plan Process
  • Represent Konica Minolta in line with Corporate values and policies

Operational Responsibility:

Responsible for the delivery of Managed Print Services to achieve full customer satisfaction.  Duties include working with Sales Team to define proposed services requirements, assist in the creation of Statement of Work documents, management of third service party providers, and overall implementation of services including ongoing management of the delivery of services to the client.

  • Key stakeholder in the financial performance of the contract – in terms of annual revenue stream and growth potential on the portfolio of contracts
  • Effectively builds and maintains operational and senior executive client relationships across multiple stakeholders in the accounts.
  • Assigned accounts for the Client Delivery Manager I will be complex in nature. The CDM I will be expected to manage larger fleets in a matrix / complex environments with multiple KM Solutions and multiple client stakeholders
  • Continuously drives pro-active improvement in the system, to transform the client’s environment and identify areas of new business value
  • Provides recommendations to improve productivity, increase efficiencies, reduce costs, possible future opportunities, and maintain state-of-the-art procedures in all aspects of the operations
  • Successfully conducts PAR’s with senior client stakeholders, which effectively position the ongoing value of all services delivered
  • Periodic Account Review development and presentations with customers including Scorecards and KPI’s
  • Customer on-site services level escalation, adherence to contract, SLA reporting
  • Fiduciary responsibility to work with the sales teams for all proposals and ongoing operations including pricing, revenue recognition and cost management
  • Executes job functions following standard practices and develops or enhances practices as required by customer and business needs
  • Support Sales Team in development of proposals and RFP responses and develops Statements of Work to clearly define services and SLA’s for customer
  • Develop various management plans for implementation of new product/services for customers
  • Lead for planning that provides for good stakeholder communications, reporting and management updates
  • Provides recommendations to improve productivity, increase efficiencies, reduce costs, possible future opportunities, and maintain state-of-the-art procedures in all aspects of the operations
  • Identify clients at risk and ensure they are monitored carefully with proactive customer support plan
  • Show initiative and takes ownership to get things done

Skills, Experience and Qualifications:

  • University Degree required
  • Fluent in written & spoken English and or French (region dependent), multiple languages is an asset
  • Experience with dealing with multi-disciplined teams that are geographically dispersed 
  • Previous sales experience (business to business, business to consumer, inside sales, telemarketing) is an asset.
  • Strong verbal communication and presentation skills
  • A minimum of six (6) years business operations experience in an IT related field
  • Significant experience interacting with customers, including senior executives
  • Experience with the delivery of operations through the use of technology solutions
  • Strong analytical/procedural background with a relevant experience in delivering professional services
  • High energy level, comfortable performing multifaceted projects in conjunction with normal activities
  • Goal-oriented to achieve targets through self-motivation, perseverance and determination.
  • Proficiency in MS Office, Excel, Word, and Power Point is required
  • Ability to work outside traditional business hours if required in meeting the business needs of the client or Konica Minolta

What Konica Minolta Offers:

  • Competitive salary and flexible benefits
  • Employer contributions to RRSPs
  • Career Advancement in a fast growing global economy
  • Extensive North American Best in-class Training                                                                                                                                 

Help Konica Minolta and help drive innovation as we transform the workplace of the Future! 

Konica Minolta is an equal opportunity employer where diversity and inclusion are built into our culture. Our sustainability initiatives have been recognized globally and received high ratings from socially responsible investing organizations worldwide, such as Energy Star, Blue Angel, Eco-Mark, EcoLeaf, FTSE4GOOD Global, Dow Jones Sustainability Index and Ethibel Sustainability Index. We have also provided the Clean Planet Recycling Program for Konica Minolta customers to recycle imaging consumables – it is our way.

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