GCS Managed Account Coordinator II

Position Overview

Konica Minolta currently has an exciting opportunity for a GCS Managed Account Coordinator II. The Managed Account Support Coordinator 2 position will provide high-level account service management to the largest, most complex domestic and global engagements/clients supported by Konica Minolta Global Client Services. This role focuses on onboarding activities and ongoing account maintenance and management, working with the account team post award to plan, document, and develop strategies for rollouts and aftermarket support.

Key Responsibilities

• Participate in client discovery sessions to understand requirements regarding deployment, incident and/or solution management.
• Compile Managed Account implementation documentation (Deployment Guide, Program Support Guide, Operations Guide, email communication templates, etc.) for dispatched technical engineers.
• Communicate program specific requirements and procedures to local (domestic or global) installation teams for deployment of new hardware and/or solutions and services.
• Compile processes, procedures, or curriculum using approved templates for internal operational team members while supporting ongoing break/fix (hardware and solutions) incident requests.
• Compile processes, procedures, or curriculum for supporting on-going IMAC-D requests (Install, Move, Add, Change, Delete) for each supported client.
• Reconcile customer fleet assets using multiple data sources and provide fleet reporting.
• Provide status updates to internal and external stakeholders utilizing multi-media channels.
• Initiate improvement plans for active projects; perform continuous follow-up and track projects to completion.
• Understand customer contracts and applicable SLAs – working with the customer and account team to operationalize contract requirements.
• Enforce contractual SLA obligations by monitoring incident activity and collaborating with local service teams to resolve escalations.
• Participate in the development and distribution of monthly/quarterly service metric reporting by linking data from various sources (client system, KM system, fleet tool reporting, etc.).
• Participate in onsite or remote PAR (Periodic Account Reviews) presentations as required.
• Complete projects and tasks as assigned by management.

Required Qualifications

• High school or equivalent; BS or BA preferred.
• Minimum 3 years of experience in customer service and project coordination.
• Proven ability to work in team environments and collaborate with high-level client stakeholders.
• Proven track record in problem solving and business process design.
• Outstanding presentation skills – both verbal and written.
• Excellent verbal and written communication skills, including platform skills.
• Knowledge of systems and applications used to support coordination efforts.
• Strong understanding of business process workflows.
• Good customer service and interpersonal skills.
• Effective time management skills with the ability to prioritize tasks based on urgency.
• Ability to perform advanced troubleshooting with minimal assistance.
• Proficient computer skills – Microsoft Office (Word, Excel, PowerPoint; Access/SQL preferred).
• Basic foundational understanding of the ITIL process framework.
• Positive attitude and a collaborative team player.
• Highly detail oriented with excellent organizational skills.
• Basic networking knowledge and troubleshooting skills.
• Ability to multitask effectively in a fast-paced environment.
• Occasional travel is possible.