Customer Success Manager

at  Lexmark International Inc

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. The CSM is the single point of contact for the customer and is accountable to manage revenue and profit margin targets and identify and recommend business process and output related solutions for each client and is responsible to build a high- trust relationship with multiple levels within the Client environment. The CSM works in partnership with the Client, becoming a credible advisor on fleet and business optimization and sought as a key resource for resolution of unique or complex business problems.

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 Regional Sales Manager (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 both content and application of typical technology services portfolios to address customer needs desired.
• Experience in identifying and effectively address customer business needs beyond the scope of their specific role.
• Experience in effective customer negotiation
• English and German Advanced Working proficiency level is a must
• Knowledge of MS Dynamics systems, tools and processes or equivalent.

Scope And 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 And Experience

• Bachelor’s degree [BA or BS] or equivalent strongly preferred.
• 8-10 years’ experience (preferred) 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 at an executive level.
• Experience with Managed Print Services projects and hardware deployments required.
• Strong task management, problem solving and process management skills, with ability to direct work through non-dedicated resources.

How to Apply ?
Are you an innovator? Here is your chance to make your mark with a global technology leader. Apply now!

• 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 Regional Sales Manager (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