About the job
FUJIFILM Business Innovation is a global leader committed to continuously deliver innovations to customers’ businesses worldwide, for creating innovative and fulfilling workplaces by effectively adopting information and knowledge through digital transformation (DX). We have pioneered numerous technologies and accumulated expertise since our establishment in 1962, to build an environment that encourages the use of one’s creativity to maximize organizational strengths. Our portfolio includes conducting R&D, manufacturing and sales of world-class workflow solutions, IT services, and printing equipment such as digital multifunction printers (MFPs). We also offer business process outsourcing (BPO) services as well as marketing and implementation support of Enterprise Resource Planning (ERP) systems.
On 1 April 2021, we have changed the company name from Fuji Xerox to FUJIFILM Business Innovation. More than just a name change, it embodies our commitment to continue as a company that always pursues business innovation.
PURPOSE:
You will join our dynamic sales force in advocating for customer success. The key to your success will be in your drive and ambition to develop strategic account planning and developing client relationship management.
RESPONSIBILITIES & TASKS:
Client Relationship Management:
- Develop a positive relationship with customer shareholders, channel partners, sales counterparts, and executive sponsors to drive Managed Services & Business Process Operations adoption.
- Act as the primary point of contact for all customer inquiries, concerns, and escalations, ensuring timely resolution and satisfaction for Managed Services & Business Process Operations.
- Develop customer engagement strategy and execute accordingly.
Strategic Account Planning:
- Collaborate with clients to understand their business objectives, challenges, and opportunities.
- Develop and execute strategic account plans to align our Services and Solutions with the client's goals and drive value-added services.
- Become the “trusted advisor” on Document & Workplace services to address the client’s business environment and challenges.
Customer Success Advocacy:
- Serve as a customer advocate within the organization, championing customer needs and requirements to relevant internal teams.
- Proactively identify opportunities for upselling or cross-selling additional services to enhance customer success and satisfaction.
- Influencing product roadmap and continuous improvement opportunities.
Provide the right training sessions to induce more customers’ usage:
- Develop, plan and conduct onboarding, refresher and relevant training courses to drive adoption and usage of our product, solution and services.
- Provide ongoing training and support to clients to maximize the utilization and effectiveness of our offerings.
Qualify, pursue and close large-scale new services businesses and drive successful renewal.
- Work on Business and Financial models. Provide business rationale and risk assessment to management.
- Lead contract negotiation and closure.
- Effective engagement with Account Management team, Services Delivery team, & Professional Services team, etc.
REQUIREMENTS:
- Bachelor's degree in Business Administration, Computer Science, or related field.
- Proven experience in customer success management, preferably within the IT services, Managed Services, and solutions industry.
- Strong understanding of IT hardware, cloud technologies, Managed Services, and software solutions.
- Independent ownership of work streams/projects and deliverables is a pre-requisite
- A strong ability to collaborate internally with people across sales and corporate responsibilities.
