• Drive a professional internal and external Customer Focused culture within the business area and the organisation.
• Develop an in-depth understanding of the customer’s company objectives and decision-making processes, to leverage revenue from the relationship and promote Canon as a quality outsource supplier.
• Establish and maintain key customer relationships through effective communication.
• Provide management and direction to the team ensuring contractual and service level agreement objectives are achieved consistently.
• Provide feedback to Operations Manager to ensure they are regularly updated on customer performance against KPIs
• Single Point of Escalation/ Contact (SPOE/SPOC) for assigned customers. Acts as the key stakeholder and communicates effectively with the customers and internal teams. Understand the customers billing set up, challenges & communicate these effectively internally and back to the customer.
• Interpret and analyze fleet performance using internal reporting tools whilst creating the Service Review documentation for periodic reviews for virtual presentation to the client, including, where applicable Monthly Health Checks. Own actions & outcomes from customer reviews
• Proactively manage eMaintenance status of assigned accounts, resolve communication issues with the Customer and Service, provide regular statistics for monthly and periodic reviews.
• Effectively and efficiently manage the delivery of contracted services to the account within SLA’s as laid out in the Clients Operations Manual, for directly assigned accounts and indirectly assigned accounts where the Client Services Manager manages the account.
• Effectively and efficiently manage the delivery of contracted services for the customers of Canon Partners and Indirect Channel Resellers. Liaising and communicating with Partner representatives and assigned stakeholders to ensure services delivered are within agreed scope of contract.
• Monitors and manages IMACD service requests from either the client or internal stakeholders to maintain optimum fleet capacity following the defined Change Management process.
• Ensure account contributes the appropriate revenues for the services they receive, verifying via cross reference of Client Agreements and internal billing documentation.
• Proactively highlight to management teams accounts that would benefit from a more enhanced customer experience using a higher level of MPS Service.
• Proactively highlight opportunities to sales teams.
  
  

• A Batchelor’s degree in Business Management or of a similar nature
• Ability to demonstrate a strong knowledge of service delivery requirements, and the ability to manage the process efficiently within the teams.  
• At least 2 years of people management experience 
• Customer facing and complaint handling experience. 
• Excellent communicator with a pro-active approach and with a “Can do” mentality.  
• Delivery and solutions focused. 
• Knowledge on Oracle is an advantage but not necessary. 
• Intermediate MS Excel skills 
  
  

Please refer to job description.