Konica Minolta is currently seeking an ECM Regional Professional Services Manager. Functions as the regional manager for the Professional Services department with direct responsibility for the day-to-day operations of the department, including staffing, staff management, project management, customer support, and resource planning.
Konica Minolta Business Solutions U.S.A., Inc., a global Fortune 1000 company and one of Forbes 2016 America’s Best Large Employers, is transforming the way we all do business.
From smart office technology and information management to cloud, mobility and IT services, we have a rich history of creating the products and services necessary to drive innovation and make work possible from anywhere at any time. Our award-winning products and solutions help companies around the world move information faster, improve quality and productivity, enhance security and facilitate the sharing of information. We are proud that our portfolio leads the industry while exceeding environmental standards.
At Konica Minolta, you'll work for an amazing technology company with growth opportunities, great benefits and talented, passionate co-workers.
The ECM Regional Professional Services Manager is a Professional Services Management position. This position is responsible for managing all Professional Services Engagements under the defined ECM project management guidelines, and the management of the ECM staff assigned to the region. Critical to this role is focusing on ensuring that all active clients are satisfied with their systems, and are getting the desired / defined results. This position includes financial responsibility for the regional performance of the Professional Services department, along with the productivity of the assigned staff.
PRIMARY DUTIES AND RESPONSIBILITIES
Essential job functions include, but are not limited to the following:
Acts as the highest-level escalation point within the regional Professional Services department resolution of technical and customer service issues.
Responsible for bi-weekly short-term look reporting, monthly productivity reporting, and weekly departmental reports.
Directly responsible for project management methodologies in support of a customer-centric and profitable ECM practice. Direct involvement with large scale projects and staff augmentation implementations.
Manages the professional services consulting, block agreement and service annuity billing cycles. Ensures that the timekeeping system is accurate and customer billings are executed on a timely basis.
Manages the professional services aging report in support of the Corporate Collections department, and assists with pass due invoice collections, as needed.
Develops and manages the PSG pipeline report in concert with the Sales pipeline activity. Ensures PSG resources are available for professional service engagements as they arise.
Must successfully balance the pre-sales support process with active customer engagements. Ensures that pre-sales support, to include but not limited to demonstrations/ prototypes, are delivered for qualified sales leads.
Develops and executes work schedules and staffing models based on customer demographics and customer demand. Moreover, determines the skills required to service current and future customers, based on products and services deployed.
Manages regional Professional Services department profit and loss to include budgeting and actual reporting.
Develops human capital through mentoring, formal training and organizational collaboration. Ensures that staff consistently meets the training and certification requirements, and assist in developing the overall training plan for the department.
Manages divisional / departmental service levels and participates in the optimization of service delivery processes and procedures.
Coaches and mentors staff to achieve service excellence and career growth, while retaining the best and brightest resources within the department.
Performs other duties as assigned.
Education RequirementsFour-year college degree or satisfactory completion of a technical curriculum from an accredited computer school and / or equivalent work experience
Five years or greater experience in a strategic / tactical management and / or customer service management role
Five to seven years industry experience – Technical Project and Program Management, Information Technology Services and / or Document Management Services
Minimum of 5 years’ experience delivering complex ECM solutions
Minimum of 5 years’ experience in Business Process Improvement
Prior experience managing a Profit and Loss Statement and departmental budgets
Prior experience managing complex projects
OTHER SKILLS, REQUIREMENTS AND CERTIFICATIONS
Excellent interpersonal and communications skills
Ability to collaborate with internal partners, coworkers and external vendors
Ability to work within a team structure
Strong listening skills – ability to understand customer needs and equate them to our solutions
Strong knowledge of CRM tools (e.g. Salesforce.com) a plus
Strong knowledge of Microsoft Word and Excel
Strong knowledge ECM products and services – Kofax, OnBase and SharePoint preferred
AIIM ECMp Certification required; successful completion is required within the first 30 days of employment
Business Casual dress is required; however, business attire may be required for customer account/ management meetings
Additions such as vehicle/phone/laptop
Each employee will be provided with a company issued laptop computer and cell phone reimbursement
Job duties require moderate travel to prospect/ customer locations, as assigned and/or as necessary
Required job duties are sedentary and normally performed in a climate-controlled office environment
Must possess a valid Driver’s License with a good driving record
Konica Minolta offers:
Competitive compensation program
Outstanding benefits package (including medical, dental, life insurance)
401(k) plan with matching company contribution
Generous holiday and paid time off schedules
Employee Referral Bonus Program.
Ongoing training opportunities.
Visible, exciting work supporting the sales of cutting edge technology and workflow solutions.
Join Konica Minolta and help drive innovation as we transform the Workplace of the Future.™
Konica Minolta is an Equal Opportunity Employer and considers all qualified applicants for employment without regard to race, color, age, religion, sex, national origin, disability, or protected veteran status.