Are you looking for a new challenging within a collaborative and dedicated team? This may be the opportunity for you!
We are looking for Expert Client Management who coordinates all internal resources and fosters Kyocera teams’ effective collaboration to ensure fulfillment of contractual commitments with KDE customers under managed print services (MPS) framework agreements. The Expert Client Management is responsible for increasing Kyocera’s presence in these customers through the leading of upselling and cross-selling engagements, and for managing contractual extensions and renewals in alignment with Kyocera’s financial policies and objectives. The role’s objective is to guarantee Customer satisfaction and retention after the initial contract term, and to be the promoter of growth for Kyocera’s business within the assigned accounts.
- Build and maintain customer relationships at senior management level and help increase the customers’ trust in Kyocera.
- Agree with Customer, Sales Companies, and Departments involved on the service management approach: reports to be produced, meeting schedules, best practices, and applicable processes.
- Validate that SLAs with customers are continuously monitored and within agreed KPI’s.
- Analyze SLA deviations. Request root-cause analysis on major deviations and cooperate to create remediation plans with CSSD counterparts in a proactive and consistent way to avoid escalations.
- Understand and utilize Kyocera’s standard processes, policies, tools, and methodologies (ringi, KSE, SF.com, SAP, Jira, etc.).
- Timeously align with customers for annual price reviews and new product launches.
- Timeously manage planned and requested changes on the MPS contracts with SCs and partners throughout their duration. These include: advise internal teams on contract extensions and renewals, lease extensions and terminations, manage new customer affiliate inclusion, price changes as per annual price reviews (APR) in eligible contracts, and other changes.
- Timeously maintain price support tenders and customer contractual documentation: request SAP quantity contract updates and maintain customer price lists and catalogs.
- Run quarterly customer contract review meetings by presenting an agreed executive information summary leveraging input from the responsible areas (Asset Management, Service Management, Legal, Finance, Product Management, etc.)
- For new contracts, ensure a minimum contract profitability in line with agreed targets to be defined and adjusted periodically.
- Maintain a monthly business pipeline of all business opportunities at assigned accounts (contract extensions, renewals, upselling, and cross-selling engagements).
- Be accountable for the sales figures expected from assigned accounts and prepare the required master plan information (sales, profit, and strategies to achieve these) corresponding to those accounts.
- Be the single point of contact between Customer and Kyocera.
- Create and drive the execution of action plans to manage escalations.
- Advise and guide internal teams on the content agreed in MPS framework contracts to ensure that the customer expectations are understood and fulfilled.
- Keep customers informed about Kyocera processes and new product or solution releases.
- Share information with customers on key vertical, print market and technology developments and trends, aiming at gaining mind share and opening doors for new opportunities.
- Engage with customers actively leveraging IT advisory and transformation skills to influence or support their strategy definition and project delivery.
- Identify Customers’ pains and transform them into new business opportunities to anticipate potential upsells.
- Identify, communicate to incumbent Sales organizations, and drive upselling & cross-selling opportunities.
- Draw needs and requirements from assigned accounts to create or improve new service or solution offerings.
- Draw from experience and knowledge to leverage Kyocera’s portfolio to create new value-added opportunities.
- Coach Sales Companies in EMEA region to develop their own Client Management services for their local business.
You are a focused and performance driven individual that has exceptional interpersonal skills. You enjoy communicating with various stakeholders amd building professional relationships to ensure customer excellence and service deliver. You have a great understanding of your markets and your analytical mindset enables you to provide trustowrthy and accurate information. You enjoy a challenge and working in a collaborative team.
- Project Management knowledge and experience.
- Structured IT service management methodologies or framework.
- 5 years’ experience managing complex IT services contracts.
- Familiar with:
- Managing and interacting with customers at C-level
- Analyzing and solving complex problems
- Negotiating on the commercial and operational fronts
- Risk assessment and mitigation
- Process definition and management
- Multi-cultural organizations
- Understanding of basic pricing and financial concepts: price structure definition, financial and operational lease, business case creation and analysis.
- Business proficiency in the English language, written and spoken. Proficiency in other European languages (French or German) is appreciated.
- Ideal:
- knowledge of print, ECM and ICT solutions and market, including service charging models.
- Knowledge of Kyocera print and document management solutions.
- Exposure to SAP ERP as a user.
Our competitive salary package, bonus plan and additional employee incentives will certainly reward you well for your new role, but nothing can beat working in an environment with great colleagues where you are empowered and can develop yourself.
Check out our Career Page to gain more insight about our benefits, application process and tips to make this interview successful!
Interested?
Do you recognize yourself in this profile? Or do you have any questions? Please contact me (Logan McLaren - Recruitment and HR Specialist). I am open to connecting with you. Either send me a private message on LinkedIn, or reach me by phone (WhatsApp), or e-mail.
Kindly note that not all vacancies are eligible for sponsorship, please first consider whether you qualify to work in the Netherlands. Should you require more information, please do not hesitate to contact us through KDE-Careers@deu.kyocera.com. We look forward to receiving your application!