Mps Customer Success Manager Milano

Mps Customer Success Manager
Milano
Lombardia, Milano

Responsibilities:

Job Summary

This is a customer-facing role that is directly responsible for managing the delivery of contracted Managed Services and Solutions as defined in the Statement of Work (SOW) to Client's satisfaction. Duties include working within a Customer Focus Team (CFT) to define proposed services requirements, creation of Statement of Work, implementation of services, and manage the delivery of day-to-day operations of Post Implementation MPS Services and Solutions.

Accountable to manage revenue and profit margin targets and identify and recommend business process and output related solutions for each client. Responsible to build a high

- trust relationship with multiple levels within the Client environment. Work in partnership with Client, becoming a credible advisor on fleet and business optimization and sought as a key resource for resolution of unique or complex business problem

Key Responsibilities

- Responsible for management and execution of a Managed Services Statement of Work for a single large account and/or multiple complex, medium/small accounts.

- Overall responsibility and management of the day-to-day operations such as install base accuracy, hardware orders, device change management, issue resolution, client training needs, consumables forecasts, client on-hand inventories, toner reconciliation, consumables, vendor management, normal business as usual activities and contract amendments.

- Drive overall post-sales relationship with assigned accounts.

- Partner with the project management team to drive success through initial deployment and contract set up through steady state customer account management.

- Oversee customer lifecycle activities including monthly governance and customer satisfaction.

- Monitor and report on services & maintenance performance metrics to fulfill contractual SLA requirements - utilize escalation when needed. Responsible to execute exceptional service delivery in such a manner Lexmark experience 100% Client Retention.

- Lead regular strategic business reviews to communicate progress against agreed success plans, address and mitigate risks and present innovation solutions.

- Develops and owns the Customer Output Strategy. Mapping value-added projects to your customer's output objectives. Gain alignment, prioritization, and commitment to these projects through Strategic/Quarterly Business Reviews.

- Responsible for strategic account planning and identifying, forecasting growth and expansion opportunities.

- Develop customer relationships and manage assigned accounts to result in continued revenue generation and high levels of customer satisfaction.

- Develop and maintain relationships with decision makers key influencers in assigned accounts.

- Fiduciary responsibility for ongoing operations including cost management, inventory management, accounts receivable and gross margin; provide Revenue and Expense forecast for each client as part of the Monthly Outlook Process.

- Maximize renewal rates by partnering with RSM team to lead the contract renewal process with a focus on value-based outcome of Lexmark products and solutions.

- Consult with client stakeholders to understand their business strategies and goals, as well as their objectives, to align with Lexmark solutions and deliver against the agreed success criteria.

- Become a trusted advisor/consultant to customer stakeholders.

- Understand Lexmark products and features, functions and solutions and understand how they can be used to solve problems and create solutions for your customers.

Knowledge & Skills

- Experience in identifying and addressing customer business needs and issues in the print and technology space desired.

- Experience in proactive account management and service delivery desired.

- Experience in Account Management using Consultative selling or issue resolution skills desired.

- Experience in Strategic and long-term account planning skills desired.

- Experience in identifying and effectively address customer business needs beyond the scope of their specific role.

- Experience in effective customer negotiation.

- Knowledge of MS Dynamics systems, tools and processes or equivalent.

Scope & Impact

- Multiple Accounts or very large single accounts - local/global.

- Responsible for Supporting Pre-Sales, Drive Adoption, Increase Utilization.

- P&L Management.

- Responsible for customer retention and contract renewals.

Education & Experience

- Bachelor's degree (BA or BS) or equivalent

- 8-10 years' experience in account leadership roles such as Operational management, Sales or Business Management

- Experience working in a matrixed environment

- Strong customer-centric, professional communication skills and demeanor.

- Significant experience and demonstrated ability to interact and present to clients, including executive level.

- Experience with Managed Print Services projects and hardware deployments required.

- Strong task management, problem solving and process management