GCS Client Experience Specialist

OverviewKonica Minolta currently has an exciting opportunity for a GCS Client Experience Specialist!ResponsibilitiesClient EngagementAct as a trusted advisor to clients by guiding them through Konica Minolta’s Managed Service Delivery methodologies and best practicesParticipate in client discovery sessions to capture detailed requirements for deployments, incident resolution, and solution managementCollaborate with clients & internal teams to define support roles, document expectations, and influence deliverables to meet strategic objectivesAccount & Project ManagementServe as the primary point of contact for assigned, high-profile managed accounts, ensuring clear communication and accountability throughout the engagement lifecycleDrive onboarding and deployment for enterprise, national, and global accounts by delivering documentation and conducting service team briefings for seamless implementationDevelop and execute hardware, solution, and service strategies tailored to client needs, while monitoring progress and implementing improvement plansProduce detailed monthly and quarterly service performance reports by integrating data from client systems, KM platforms, and fleet toolsFacilitate Monthly Operations Reviews with clients and internal teams to ensure alignment on performance, goals, and improvement opportunitiesDeliver timely status updates and insights to internal and external stakeholders using clear, multi-channel communication methodsDocument and Process DevelopmentCreate comprehensive implementation guides and operational documentation for technical teams, including deployment and communication templatesDesign and maintain workflows, support processes, and training materials to enhance internal team readiness and consistencyOperational SupportCommunicate client-specific technical and program requirements to installation teams for accurate deployment of hardware and solutionsValidate and reconcile client fleet assets across multiple data sources, providing accurate reporting and actionable insights, including opportunities for optimizationMonitor SLA compliance, resolve escalations promptly, and ensure contractual obligations are operationalized effectivelyComplete projects and tasks as assigned by managementQualificationsExcellent verbal and written communication skills, including platform skillsKnowledge of systems and applications used to support coordination effortsGood understanding of business process workflowsGood customer service and interpersonal skillsGood time management skillsOutstanding presentation skills - verbal and writtenAbility to assess workload and prioritize tasks based on urgencyBasic networking knowledge & troubleshooting skillsAbility to problem solve and perform advanced troubleshooting with minimal assistanceProficient computer skills- Microsoft Office, Word, Excel, PowerPoint (Access/SQL preferred)Positive attitude and collaborates well with other team membersDetail oriented and excellent organizational skillsWorking in team environments and working closely with high level client stakeholdersProven track record in problem solving and business process designAbility to multi-task work in a fast-paced environmentOccasional travel possibleAbout UsKonica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta’s 20th anniversary in production print, for which it celebrates "20 Years of Excellence, Innovation and Impact,” and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta’s bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to be ranked on the Forbes 2025 America's Best Large Employers list, included on CRN’s MSP 500 list numerous times; recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence’s BLI 2025 and 2021 A3 Line of The Year and BLI 2021-2023 Most Color Consistent A3 Brand Awards for its bizhub One i-Series. For more information, please visit Konica Minolta online and follow it on Facebook, YouTube, LinkedIn and Twitter.Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such as sales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal.Au sujet de Konica MinoltaSolutions d’affaires Konica Minolta (Konica Minolta) a entamé son parcours il y a plus de 150 ans, avec la volonté de voir et de faire les choses autrement. Elle fait équipe avec ses clients pour donner forme à leurs idées en appuyant leur transformation numérique grâce à un riche portefeuille de solutions pour un milieu de travail connecté et futé. Parmi ses technologies d’affaires, on retrouve des services de TI, la gestion intelligente de l’information, des solutions de sécurité vidéo et des services d’impression gérés ainsi que des technologies de bureau et des solutions d’impression industrielle et commerciale. L’année 2025 marque le 20e anniversaire de l’entrée de Konica Minolta dans le marché de l’impression de production; l’entreprise souligne « 20 années d’excellence, d’innovation et de résultats » tout en continuant d’être une figure de proue dans l’impression numérique commerciale. C’est aussi l’année où la marque bizhub de Konica Minolta célèbre ses 20 ans, au cours desquels la gamme a révolutionné la technologie de bureau, redéfini les processus des entreprises, et évolué continuellement pour répondre aux besoins des milieux de travail modernes, mue par les avancées technologiques et la volonté d’innover. Konica Minolta est fière de faire partie du palmarès 2025 des meilleurs grands employeurs d’Amérique de Forbes, d’avoir figuré à plusieurs reprises au palmarès CRN des 500 fournisseurs de services gérés, d’avoir été nommée la marque numéro un en matière de fidélité des clients sur le marché des appareils de bureau multifonctions par Brand Keys pendant 18 années consécutives, et de s’être vue décerner les prix BLI « A3 Line of the Year » 2021 et 2025 et « Most Colour Consistent A3 Brand » 2021-2023 de Keypoint Intelligence pour sa gamme bizhub One i-Series. Pour en savoir plus, rendez-vous sur le site de Konica Minolta et suivez l’entreprise sur Facebook, YouTube, LinkedIn et Twitter.Konica Minolta fonctionne selon un modèle de services partagés nord-américain qui permet d’harmoniser les priorités transfrontalières et d’améliorer la prestation de services aux organisations opérationnelles. Le modèle combine des fonctions de service américaine et canadienne afin d’offrir davantage de ressources aux services de soutien comme l’administration des ventes, la logistique et la chaîne d’approvisionnement, le marketing, la planification des produits, la finance, les TI, les RH et les services juridiques.EOE StatementKonica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer.Solutions d’affaires Konica Minolta (Canada) Ltée. est un employeur d'opportunité égale.