Customer Success Manager
2 settimane fa
- Manage and execute a managed services statement of work for a single large account and/or multiple complex, medium/small accounts.
- Oversee day-to-day operations such as install base accuracy, hardware orders, device change management, issue resolution, client training needs, consumables forecasts, client on-hand inventories, toner reconciliation, consumables, vendor management, normal business as usual activities and contract amendments.
- Drive overall post-sales relationship with assigned accounts.
- Partner with the project management team to drive success through initial deployment and contract set up through steady state customer account management.
- Oversee customer lifecycle activities including monthly governance and customer satisfaction.
- Monitor and report on services & maintenance performance metrics to fulfill contractual SLA requirements – utilize escalation when needed. Responsible to execute exceptional service delivery in such a manner Lexmark experience 100% client retention.
- Lead regular strategic business reviews to communicate progress against agreed success plans, address and mitigate risks and present innovation solutions.
- Develops and owns the customer output strategy. Mapping value-added projects to your customer's output objectives. Gain alignment, prioritization, and commitment to these projects through strategic/quarterly business reviews.
- Responsible for strategic account planning and identifying, forecasting growth and expansion opportunities.
- Develop customer relationships and manage assigned accounts to result in continued revenue generation and high levels of customer satisfaction.
- Develop and maintain relationships with decision makers key influencers in assigned accounts.
- Fiduciary responsibility for ongoing operations including cost management, inventory management, accounts receivable and gross margin; provide revenue and expense forecast for each client as part of the monthly outlook process.
- Maximize renewal rates by partnering with RSM team to lead the contract renewal process with a focus on value-based outcome of Lexmark products and solutions.
- Consult with client stakeholders to understand their business strategies and goals, as well as their objectives, to align with Lexmark solutions and deliver against the agreed success criteria.
- Experience in identifying and addressing customer business needs and issues in the print and technology space desired.
- Experience in proactive account management and service delivery desired.
- Experience in account management using consultative selling or issue resolution skills desired.
- Experience in strategic and long-term account planning skills desired.
- Experience in both content and application of typical technology services portfolios to address customer needs desired.
- Experience in identifying and effectively addressing customer business needs beyond the scope of their specific role.
- Experience in effective customer negotiation.
- Knowledge of MS Dynamics systems, tools, and processes or equivalent.
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