GCS Client Experience Specialist

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• Client Engagement
  • Act as a trusted advisor to clients by guiding them through Konica Minolta’s Managed Service Delivery methodologies and best practices
  • Participate in client discovery sessions to capture detailed requirements for deployments, incident resolution, and solution management
  • Collaborate with clients & internal teams to define support roles, document expectations, and influence deliverables to meet strategic objectives
• Account & Project Management
  • Serve as the primary point of contact for assigned, high-profile managed accounts, ensuring clear communication and accountability throughout the engagement lifecycle
  • Drive onboarding and deployment for enterprise, national, and global accounts by delivering documentation and conducting service team briefings for seamless implementation
  • Develop and execute hardware, solution, and service strategies tailored to client needs, while monitoring progress and implementing improvement plans
  • Produce detailed monthly and quarterly service performance reports by integrating data from client systems, KM platforms, and fleet tools
  • Facilitate Monthly Operations Reviews with clients and internal teams to ensure alignment on performance, goals, and improvement opportunities
  • Deliver timely status updates and insights to internal and external stakeholders using clear, multi-channel communication methods
• Document and Process Development
  • Create comprehensive implementation guides and operational documentation for technical teams, including deployment and communication templates
  • Design and maintain workflows, support processes, and training materials to enhance internal team readiness and consistency
• Operational Support
  • Communicate client-specific technical and program requirements to installation teams for accurate deployment of hardware and solutions
  • Validate and reconcile client fleet assets across multiple data sources, providing accurate reporting and actionable insights, including opportunities for optimization
  • Monitor SLA compliance, resolve escalations promptly, and ensure contractual obligations are operationalized effectively
  • Complete projects and tasks as assigned by management

• • Excellent verbal and written communication skills, including platform skills
  • Knowledge of systems and applications used to support coordination efforts
  • Good understanding of business process workflows
  • Good customer service and interpersonal skills
  • Good time management skills
  • Outstanding presentation skills – verbal and written
  • Ability to assess workload and prioritize tasks based on urgency
  • Basic networking knowledge & troubleshooting skills
  • Ability to problem solve and perform advanced troubleshooting with minimal assistance
  • Proficient computer skills
    - Microsoft Office, Word, Excel, PowerPoint (Access/SQL preferred)
  • Positive attitude and collaborates well with other team members
  • Detail oriented and excellent organizational skills
  • Working in team environments and working closely with high level client stakeholders
  • Proven track record in problem solving and business process design
  • Ability to multi-task work in a fast-paced environment
  • Occasional travel possible
  • High school or equivalent, BS or BA preferred
  • Minimum 4 years customer service, project coordination

  Physical Requirements:

  • This position requires sitting at a desk with a computer monitor for several hours at one time
  • The vision requirements include close vision, peripheral vision, depth perception, and ability to adjust focus

This posting reflects an existing vacancy that we are actively…