Client Services Manager

Be part of a highly engaged and collaborative team
- Join an established global brand
- Genuine flexibility and autonomy

**About us**

Canon is the world's leading imaging organisation. As a Fortune 500 Company, we actively inspire people with imaginative ideas that enable you to connect, communicate and achieve more than you thought possible.

When you join Canon New Zealand, you’ll find a rewarding culture that values you. You’re empowered to focus on your career progression and turn your goals into reality. You’ll be an integral part of the group’s success

**About the Role**

We have an opportunity for a Client Service Manager to join our Christchurch team. Working with our corporate and government clients, you will act as the customer’s representative into the Canon processes in a seamless manner, working with the relevant departments and third parties to maximise customer satisfaction. Leveraging your continuous improvement mindset, you will drive analysis and implementation of improvements to ensure continually high levels of customer satisfaction.

**Scope of the role includes**:

- Developing an in-depth understanding of the customer’s company objectives within assigned accounts, so that Canon remains relevant to the clients current and future needs
- Working closely with the relevant account manager to contribute, develop, and implement strategies that support the ongoing profitability, growth and retention of the accounts
- Ensuring quarterly reports for managed accounts are completed on time and shared with the client within agreed guidelines
- Educating and onboarding new customers
- Responding to consumable queries and issues and escalate recurring issues to CX team
- Highlighting and escalate any Credits or Billing anomalies with key stakeholders
- Working within the existing customer experience framework for customers to provide accurate and meaningful quarterly customer reporting
- Providing constructive input to the continuous improvement of the customer experience framework
- Maintaining integrity of Salesforce data in relation to CSM activity and key contacts
- Monitoring assets on named accounts to ensure devices are reporting to e-maintenance and/or reporting volume data accurately
- Working closely with the PMO on large projects as required
- Working closely with the account manager and customer to identify and qualify opportunities for growth.

**About You**

As someone with excellent customer relationship skills you’ll play a pivotal role in the success of our business. You are comfortable liaising with a wide variety to stakeholders and you know how to leverage your first-class communication skills. You are happy to be hands on when required but you also know how to think ‘big picture”. Perhaps you have a working knowledge of the Document Services environment but more important is your ability to juggle multiple tasks, deliver solutions that satisfy our customer and to think and act commercially for the benefit of our business and our customers. Your proven track record in client management and customer service will be highly regarded as will your ability to understand and follow business processes and methodologies.

In return you will get the chance to work for a multinational company, with a real opportunity to take your skills to the next level. We look after you with training and development, progression and promotion, recognition, and reward and you’ll have all the tools and support you need to grow, to bring your ideas to life and achieve your successes.

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

Successful applicants will be notified of next steps.

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