Customer Success Executive (1331)

Role: Customer Success Executive 

Location: Belfast and Craigavon - Onsite presence on both key customer sites one day per week - customers are located in BT16 and BT63. Must have a full, clean driving license

Package: £35,000 - £40,000 + 10% bonus + car allowance

• 26 days holiday, plus bank holidays, and the option to purchase more days if needed
• Access to training and development opportunities, along with license with award winning learning content provider. 
• Enhanced family leave
• Life assurance options
• An extra paid day off to focus on your mental health
• A generous pension plan, invest your contributions to maximise your pension pot
• Discounts on activities, technology and restaurants
• An extra paid day off to dedicate to volunteer projects
• An independent employee assistance programme for all employees and their immediate family, giving 24/7 access to experts in health & wellbeing

We are seeking a Customer Success Executive to join our team at Konica Minolta!

As a Customer Success Executive at Konica Minolta, Provide operational Customer Success within two Konica Minolta's key NHS customers within Northen Ireland to drive C-Sat Levels, improve Customer Intimacy and drive Customer Loyalty and Retention to Konica Minolta. Drive additional revenue, volume, and GP by introducing new service lines. Increase Net Promoter Score, Cross Sell & UP sell, known as increased Lines of Business and Same Account Growth. 

Key deliverables include: 

Own & deliver Monthly and Quarterly Business Reviews including a range of KPI Measurements, highlighting, and celebrating success and highlighting concerns and risks.
• Ensure delivery of on-going Optimised Print Service methodology & Continuous Improvement within the Customer to drive, grow and expand Konica Minolta loyalty.
• Own and update the client's APM (Account Process Manual) to ensure its up to date and aligned to the services the client is receiving from Konica Minolta.
• Review customers print utilisation per device to assess where existing devices are be moved to meet requirements to gain the most efficiency from the current deployed fleet. 
• Develop detailed understanding of KM Optimised Print Services and Operational Delivery models
• Develop on-going customer satisfaction levels throughout the account, proactively gathering customer feedback, and sharing across the business.
• Maintain a full understanding of contractual deliverables, achieving key performance targets as directed. 
• Provide Support to the wider CSS Team to support learning and skills up.
• Follow development plan as well as knowledge of Printfleet, CSRC and Intuitive MI Dashboards to support local client delivery.
• Pick up and manage any issues or direct escalations from the customer or Konica Minolta management to resolution
• Ensure Local Service Partner is delivering and completing all required Hardware Service and Device Move services as required.

What to Expect from Our Hiring Process:

We want your recruitment experience to be transparent, inclusive, and engaging - with clear expectations, open conversations, and space for you to be yourself.

1. Screening Call: A friendly conversation with one of our Talent Acquisition team members - a chance for us to get to know each other.
2. First Interview (via Teams): Competency based interview with the Hiring Manager and a member of his team 
3. Second Interview: Face to face meeting with the client 
4. Offer Stage: If we're a great fit, our Talent Acquisition team will be in touch with an offer. From there, our HR Operations team will take care of you.

We'd Love to Hear from You If You:

Essential
• Experience in building and presenting MI data for clients.
• Able to analyse data and build summary to explain required outputs.
• To be able to prioritise and handle management of P1 type service incidents within customer.
o Escalate correctly and in line with SLA to obtain resolution quickly and as required.
• Knowledge of Konica Minolta Office devices
• Up to date with current office machines portfolio
• Microsoft Office Products, mainly Excel
o Able to demonstrate management of data using Excel to summarise and extract key data requirements.
• Customer facing experience.
• Networking Skills
• Full Clean Driving License

Desirable
• Knowledge of Management Information software
• Knowledge of PrintFleet (Device Management Solution) or similar
• Knowledge of Y-Soft SafeQ / Other Print Management Solutions
• Worked in Service Operational role

Not Sure You Tick Every Box?

We know that research shows some people, especially women and people from ethnic minorities, hesitate to apply unless they meet every requirement. At Konica Minolta, we are dedicated to building a diverse, inclusive and authentic workplace, so we encourage you to apply even if your experience doesn't perfectly align - your potential and perspective matter to us.

We're proud to be an equal opportunities employer. If you need adjustments at any stage, please let us know in your application or contact us at recruitment@konicaminolta.co.uk.

We also welcome discussions on flexible working or job-sharing arrangements -we want this role to work for you.

Our Commitment to Sustainability

With over 39,000 employees across 150 countries, Konica Minolta takes its environmental, social, and governance responsibilities seriously. Guided by our ESG framework, we're committed to sustainable growth that benefits both society and individuals.

Learn more about our sustainability goals here.

We may close applications early if we receive strong interest - so if this opportunity excites you, we'd love to hear from you soon!