Customer Success Manager Services
Job Description
Come Create at Ricoh
If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.
Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.
Invest in yourself
At Ricoh, you can:
- Choose from a broad selection of medical, dental, life, and disability insurance options.
- Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
- Augment your education with team member tuition assistance programs.
- Enjoy paid vacation time and paid holidays annually.
- Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.
Additional/Alternate Work Locations (if applicable)
Ricoh USA Benefits
Location
Bloomington, Minnesota
Job Description Continued
Job Duties and Responsibilities
- Act as a trusted advisor that continuously builds confidence through clear communication and by delivering on commitments.
- Establish relationships with customer sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new opportunities
- Monitor and manage key performance metrics like customer satisfaction, renewal rate, upsell/cross sell lead identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement
- Prepare Success Plans for each customer based on inputs including current entitlement and usage data, relevant product and customer updates or highlights, and clear recommendations and next steps for the next stage of the success journey.
- Analyze current product usage and other success indicators to identify specific improvement opportunities for each customer based on a prescribed success plan.
- Lead structured Success Meetings to show customers where they currently stand and provide confident, clear success goals and next steps for them to grow their usage and value towards best practice.
- Utilize strong project management skills to implement Success Plans, and ensure that both the customer and internal teams are working towards mutually agreed objectives.
- Invest in self-directed and other forms of learning to build expertise in the assigned products and customers.
- Identify and escalate risks to the customer and support team to achieve client success
- Identify risks to renewals with our clients on an ongoing basis and collaborate with internal teams to remediate client concerns
- Assist the sales team in demand generation in current customers that would find value in our product offerings.
- Monitor customer health and engage extended Ricoh teams to execute “get well” plans.