Customer Success Executive

Konica Minolta

  • Belfast
  • £30,000-35,000 per year
  • Permanent
  • Full-time
  • 12 hours ago
Role: Customer Success ExecutiveLocation: Belfast and Craigavon - Onsite presence on both key customer sites one day per week - customers are located in BT16 and BT63. Must have a full, clean driving licensePackage: £30,000 - £35,000 + 10% bonus + car allowance
  • 26 days holiday, plus bank holidays, and the option to purchase more days if needed
  • Access to training and development opportunities, along with license with award winning learning content provider.
  • Enhanced family leave
  • Life assurance options
  • An extra paid day off to focus on your mental health
  • A generous pension plan, invest your contributions to maximise your pension pot
  • Discounts on activities, technology and restaurants
  • An extra paid day off to dedicate to volunteer projects
  • An independent employee assistance programme for all employees and their immediate family, giving 24/7 access to experts in health & wellbeing
We are seeking a Customer Success Executive to join our team at Konica Minolta!As a Customer Success Executive at Konica Minolta, Provide operational Customer Success within two Konica Minolta's key NHS customers within Northen Ireland to drive C-Sat Levels, improve Customer Intimacy and drive Customer Loyalty and Retention to Konica Minolta. Drive additional revenue, volume, and GP by introducing new service lines. Increase Net Promoter Score, Cross Sell & UP sell, known as increased Lines of Business and Same Account Growth.Key deliverables include:Own & deliver Monthly and Quarterly Business Reviews including a range of KPI Measurements, highlighting, and celebrating success and highlighting concerns and risks.
  • Ensure delivery of on-going Optimised Print Service methodology & Continuous Improvement within the Customer to drive, grow and expand Konica Minolta loyalty.
  • Own and update the client's APM (Account Process Manual) to ensure its up to date and aligned to the services the client is receiving from Konica Minolta.
  • Review customers print utilisation per device to assess where existing devices are be moved to meet requirements to gain the most efficiency from the current deployed fleet.
  • Develop detailed understanding of KM Optimised Print Services and Operational Delivery models
  • Develop on-going customer satisfaction levels throughout the account, proactively gathering customer feedback, and sharing across the business.
  • Maintain a full understanding of contractual deliverables, achieving key performance targets as directed.
  • Provide Support to the wider CSS Team to support learning and skills up.
  • Follow development plan as well as knowledge of Printfleet, CSRC and Intuitive MI Dashboards to support local client delivery.
  • Pick up and manage any issues or direct escalations from the customer or Konica Minolta management to resolution
  • Ensure Local Service Partner is delivering and completing all required Hardware Service and Device Move services as required.
What you can expect from our hiring process?Stage 1
📲 Screening call with a member of our Talent Acquisition team and a chance to get to know you better.
Stage 2
💻Teams interview with the hiring team.
Stage 3
💻 Face to face interview with the client
Stage 4
👏Our Talent Acquisition team will be in touch to make an offer and should you accept our HR operations team will take care of you from there on in.We would love to hear from people who have following skills and experienceEssential
  • Experience is building and presenting MI data for clients.
  • Able to analyse data and build summary to explain required outputs.
  • To be able to prioritise and handle management of P1 type service incidents within customer.
o Escalate correctly and in line with SLA to obtain resolution quickly and as required.
  • Knowledge of Konica Minolta Office devices
  • Up to date with current office machines portfolio
  • Microsoft Office Products, mainly Excel
o Able to demonstrate management of data using Excel to summarise and extract key data requirements.
  • Customer facing experience.
  • Networking Skills
  • Full Clean Driving License
Desirable
  • Knowledge of Management Information software
  • Knowledge of PrintFleet (Deivce Managemennt Solution) or similar
  • Knowledge of Y-Soft SafeQ / Other Print Management Solutions
  • Worked in Service Operational role
If you have worked in a Customer Success role before you will know that each day can look quite different, take a look at our role profile (at the bottom of the page) for a deep dive into what your "day to day" might look like in this role.Don't meet every single requirement?Studies have shown that women and people from ethnic minorities are less likely to apply to jobs unless they meet every single qualification. At Konica Minolta we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for us!We are an equal opportunities employer. Please let us know on your application or email us at if there's any adjustments, we can make that would be helpful for you.Additionally, we are open to discussing flexible working arrangements and job-sharing opportunities. If you are interested in this great opportunity, we encourage you to apply today or reach out for a confidential discussion. We look forward to hearing from you!ESG Initiatives at Konica MinoltaA global company with more than 39,000 employees in 150 countries, Konica Minolta takes its environmental, social and governance responsibilities seriously. We aim to be a robust and innovative company that keep evolving and contributing to the sustainable growth of society and individuals, and we use an ESG framework to navigate our efforts and obligations.Take a look at our sustainable development goals herePlease note, if we receive sufficient interest in this role we reserve the right to close the vacancy early, so if you're interested in the role we would encourage you to apply as soon as possible to avoid missing out on the opportunityDocuments

Konica Minolta