Expected to be highly engaged from contractual concept or assignment through steady state account management and beyond during the term/life cycle of the Contract. Responsible for communications with key customers to ensure that expected and agreed upon standards of performance are being met locally and nationally. Responsible for Setting the customer strategy, P&L reconciliation, strategic implementation, employee relations and customer relations for designated account(s) and oversees the cross organizational delivery of all Ricoh services to the customer. Oversees the implementation process and operational best practices by engaging the necessary resources and high levels of functional integration to ensure the attainment of all Service Level Agreements and customer satisfaction in the takeover and transformation phases. Responsible for business retention by assisting with the establishment of successful steady-state SLA adherence and ensuring overall customer satisfaction.
JOB DUTIES AND RESPONSIBILITIES
Develops long term strategy to align with customer objectives -- works collaboratively with customer on priorities, initiatives and business imperatives to align Ricoh efforts accordingly
Set frequent review meetings with senior customer contacts on execution and strategy alignment.
Subject matter expert of Customer needs on the delivery of all Ricoh services and cross functional authority for Ricoh to the customer
Manages a virtual team of functional leaders
Responsible for budgetary objectives and MBO for Services
Could Leads and manages initiatives for several key customers within the Global/Vertical organization, but most likely tied to one customer due to size and complexity.
Responsible for Contract execution: commitments, timelines, change controls, cross functional delivery. Administers, negotiates and proposes on behalf of the desired outcomes balanced between the customer and Ricoh
Manages and authorizes executive escalations: within the customer or Ricoh as required and after the protocols are exercised
(too subjective)
Delivers high/executive level initiatives, presentations and communication
Leads programs/projects; delivering multiple projects at the same time and able to determine priority decisions on the strategy and the tactics
Promotes a high performance team environment and operates efficiently in team dynamics -- creates a services oriented environment with the appropriate balance between people, profits and customer
Builds trust with the customer, the Ricoh delivery teams and management
Partners with Sales and Ops Leaders and leads the delivery activities
Works with deal activities to integrate the delivery aspects into the solution
Manages all continuous improvements: customer value, RUS profitability and add-on services
Application and working knowledge of Ricoh's suite of products and solutions
Possess strong IT knowledge and savvy and able to gain knowledge of general customer environment and IT infrastructure to ensure integration and interdependencies between the customer's IT and the Ricoh delivery
Maintains partnership with Design solution architects for current solutions and future developed solutions
Lead delivery and support of software products and services; Ricoh or third parties
Interact with Ricoh on-site/off-site software and technology support organizations
Manages on-going design and optimization efforts for assigned customer
Knowledge and ability to lead Managed Document Strategy for assigned customer
remain current on Ricoh and customer products and networks
Drives on-going contract maintenance and Change control
Maintains partnership with customer technology / IT departments
Operates with executive savvy with all levels both internally and externally
QUALIFICATIONS (Education, Experience And Certifications)
Requires 4 year college degree or equivalent experience
3 to 7+ years prior Director level experience required
2+ years of project management experience strongly preferred, heavy focus to IT project centric processes and measures is required
A proven track record in marketing new products and services, prior experience with Equitrac, Ecopy, Autostore, Trac, FM audit, DMXX, Hotspot is desired
Must have a proven track record of relationship building with both internal and external customers
Must have a demonstrated knowledge and understanding of IT Solutions and Strong Technology Business Acumen.
Technology Background -- understanding networks, security, print servers and print devices, Requires basic Printer, Multi-Function Printer and Multi-Function Device knowledge
ITIL Certification or the ability to obtain Ricoh ITIL certification
Requires strong computer skills including knowledge of web-based software platforms, networks and MS Office Suite
Must have a proven track record of relationship building with both internal and external customers
Must have a demonstrated knowledge and understanding of IT Solutions and Strong Technology Business Acumen.
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