Advisory Project Manager

Position Overview

This role leads project teams on complex small projects, medium-sized projects, or significant segments of large projects. The position translates customer requirements into executable project plans that achieve acceptance and meet business objectives. It also focuses on knowledge sharing, intellectual capital management, and operates with minimal instruction, with performance evaluated upon completion of objectives.

• Lead project teams through all phases of the project lifecycle
• Provide project management guidance to internal teams, customers, suppliers, and partners
• Motivate and manage cross‑functional teams to achieve project objectives
• Identify potential business and technical project risks and recommend mitigation strategies
• Plan and manage assigned project deliverables to meet customer requirements
• Act as the primary customer advocate during escalations and complex installation issues
• Guide customer issue resolution from identification through closure
• Support worldwide customers through structured complaint management
• Communicate directly with customers and account teams to understand issues, define satisfaction conditions, and serve as liaison to restore satisfaction levels
• Ensure achievement of response time, contact, and resolution targets
• Facilitate Solution Assurance Reviews for complex implementations
• Collaborate with SMEs and leadership to obtain functional approvals prior to deployment
• Provide early involvement in complex solution installations
• Proactively manage installation‑related complaints and production readiness issues
• Facilitate regular status meetings and drive open action items to closure
• Perform root cause analysis on customer complaints and support requests
• Manage and resolve pervasive product and solution issues
• Distribute resolution actions across impacted accounts and teams
• Provide regular status updates, trends, and insights to Executive Management, Product Development, Lifecycle Management, and Field Support
• Present customer complaint records, satisfaction conditions, actions, and resolution status during weekly Operations Meetings
• Participate in departmental and process improvement initiatives
• Develop and manage customer contact files for surveys
• Administer and analyze customer satisfaction surveys
• Drive corrective actions based on survey results and feedback
• Support customer loyalty metrics through complaint and survey data analysis
• Participate actively in global knowledge‑sharing initiatives such as communities of practice, forums and conferences, and knowledge repositories and exchanges
• Maintain current knowledge of Ricoh hardware and software solutions
• Engage appropriate SMEs throughout customer issue resolution cycles
• Engage internal escalation processes as required
• Follow up with customers and internal teams to ensure full resolution and satisfaction
• Assume additional responsibilities as assigned

• Bachelor’s degree or equivalent experience (including printing industry experience)
• Minimum 2 years of experience in customer support / problem resolution, preferably in the printing industry
• Minimum 2 years of project management experience, with certification preferred
• Strong customer communication and relationship‑building skills
• Ability to translate technical issues into clear customer‑focused messaging
• Strong written communication skills, including technical summaries, meeting minutes, status reports, and action plans
• Proven ability to analyze complaint and survey data to drive process improvements and business solutions
• Fast‑paced, customer‑facing role with high visibility across customer and executive teams
• Ability to manage multiple projects, accounts, and escalations concurrently
• Requires adaptability, accountability, and strong collaboration skills

• Medical, dental, life, and disability insurance options
• Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA)
• Tuition assistance programs
• Paid vacation time and paid holidays annually
• Additional benefits for health, wellness, and professional development

The above statements describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, skills, or working conditions associated with the role.