Customer Success Manager (Burnaby)

Job ID: 2026-13757 Overview: Si ce poste est situé au Canada, veuillez visiter notre site français à l’adresse suivante : https://careerscafr-kmbskonicaminolta.icims.com/jobs et rechercher le numéro d’emploi indiqué ci-dessus afin de consulter cette offre d’emploi en français. The role is responsible for developing customer relationships that promote retention and loyalty. The role works closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. Responsibilities: Customer Engagement: Be responsible for ensuring high levels of customer satisfaction and retention for all customers in the assigned portfolio Along with the Account Manager, act as a primary contact for customer stakeholders throughout the customer relationship On behalf of the customer, be responsible to maintain awareness of service management performance, including timely resolution of incidents and delivery of projects & technical services Act as an escalation point for major incidents, assisting in the coordination of resolving parties, effective communication to stakeholders and post incident review Be responsible for continuing risk management to ensure retention and growth of customers in the assigned portfolio Be responsible to manage customer feedback through survey tools and other forms of customer feedback to ensure continued customer satisfaction Provide support as needed to acquire new business opportunities Understand and communicate customer entitlements and assist in contract management Responsible for creating awareness of the service portfolio and service updates that align with the customers business Responsible to identify new business opportunities within their portfolio. Collaborate with cross-functional teams, including account managers, projects, delivery, procurement, product & marketing, etc., to support customer needs and enhance client experience Partner with our enterprise service delivery team to guide new customers through various aspects of service setup and implementation. Scalable digital engagement through targeted emails, surveys, campaigns and self-service content Utilize automation and AI-driven insights to identify customer risks, customer advocacy opportunities, adoption trends, and expansion potential. Governance: Promote opportunities to continually improve standards for hardware, software and security in the customer’s environment, ensuring the effective and efficient use of technology and services Collaborate with the Service Delivery team to ensure the quality and performance of services for customers in the assigned portfolio, including making recommendations for service improvement Be accountable to manage all continual service improvement activities Understand customer business objectives and assist in developing success plans with key customer stakeholders Manage all regularly scheduled client engagement activities (eg: Monthly meetings, Technology Roadmaps, Service Reviews, Check-ins, etc) Accountable for increasing customer satisfaction throughout the customer journey Self-Management: Plan and coordinate own/team's activities to meet deliverable commitments and quality expectations Work collaboratively with other team members from different disciplines and backgrounds Implement better and/or innovative ways to meet goals or overcome obstacles Help to maintain a high level of customer focus within the team Build expertise in key technical, functional and professional skills Keep management informed and involved as issues develop Other Duties/Projects As assigned Qualifications: Bachelor’s degree or equivalent combination of relevant education and experience 2 years of experience in account management, outside sales of customer service with the ability to work independently providing customer service for the technical services and systems of a small and medium business. A passi…

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