Senior Manager I, Vertical Account Support

 

POSITION PROFILE

 

This position supports pre- and post-sales service-related activities in Global, Production, Commercial, and National accounts. It effectively delivers aftermarket goods and services to end-user Global and National customers. The role works with leadership to achieve maximum levels of customer satisfaction and to attain both short and long-range goals and objectives.

Job Duties and Responsibilities

Effectively partners with Account team members in Global National Account opportunities, applying strategy consulting skills and business knowledge. Leads or contributes to the creation of service strategies throughout the sales process. Manages Service Level Agreements, monitoring achievements and remediations if targets are missed. Manages and supports Production Contracts implementations and renewals. Supports and manages Production Gross Profit programs and pricing increase projects. Presents Ricoh Service value proposition as part of the team selling approach. Performs detailed analysis of aftermarket RFP requirements and supports National Account contract process including contract negotiation. Conducts virtual or on-site customer visits to evaluate service levels, market trends, and customer attitudes. Assists in the facilitation of team and customer meetings. Responsible for SLA development, checking, verifying content, condensing overelaborations, and making additions to inadequately developed commitments. Writes interpretive text as required. Identifies and develops benchmarks for performance comparisons in assigned accounts. Analyzes business needs and makes recommendations for process or operational improvements. Ensures visibility of performance gaps and shortfalls to Technology Services HQ and regional management teams. Responsible for development, execution, and communication of the strategic business plan for each assigned account. Develops and maintains a high level of proficient use of field reporting tools and metrics. Tracks and compiles customer feedback received. Responsible for account pricing and profitability in assigned accounts. Consistently delivers excellent customer service to internal/external customers. Ensures timely and accurate delivery of information to Sales Teams, leadership teams, and account teams. Supports various projects or programs through participation as a project team member and/or project leader. Participates on national customer service project teams as assigned. Develops and maintains positive and productive relationships with other functional groups. Consistently presents clear information/standard customer service metrics: copies per technician, response time, customer satisfaction, 1st call effectiveness, aftermarket gross profit, aftermarket contribution, sales/supply rep. Develops and maintains high-level relationships internally and externally. Provides written feedback/reporting to customers as appropriate. Posts and verifies notes in the customer service systems to notify support teams of any special or unique account requirements. Responsible for attaining revenue plan and account retention/development for assigned accounts. Contributes to the growth of the National Account team via active support of team initiatives. Plans and organizes activities to gain maximum efficiency and deliver optimum customer responsiveness. Will require travel up to 30% - 40% (domestic and potentially international). Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications)

Typically requires a 4-year college degree or equivalent experience. 6-8 years of management experience in the area of operations and customer service. A minimum of 3 years of field service management assignments. Proficiency in web-based reporting delivery and other personal computer applications is a plus.

Knowledge, Skills, and Abilities

Requires computer literacy with sound application knowledge and skill. Possesses excellent interpersonal and communication skills. Possesses excellent follow-up skills to ensure closure of issues. Possesses strong organizational skills and analytical ability. Possesses a well-developed sense of tact and verbal proficiency. Possesses excellent written communication skills.

Working Conditions, Mental and Physical Demands

Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise. Depending on assignment, some overnight travel may be necessary. Minimal physical effort is required, lifting items typically weighing less than 10 lbs. Requires regular use of a computer and calculator.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with a job.