Office Based Client Services Manager

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Job Purpose and Summary

Canon UK are looking for talented people to join us at an exciting time for our business, as we enter into a period of accelerated growth and development.

Do you have the skills and aptitude we're looking for? Are you looking for a new challenge? Do you want to work for an organisation that values your contribution and rewards you accordingly? If the answer is yes, please read on...

Responsibility for the Operational Management & Continual Improvement of assigned Canon Managed Services Contracts. The management and development of the contract to Canon's contracted operational and quality standards. To Communicate and liaise with the Client and all appropriate Canon departments, to achieve and exceed defined business & financial objectives. The jobholder will manage assigned accounts throughout the Business-as-usual contract lifecycle to retention via Strategic Account Plans. The role will be responsible for the assigned Clients P&L and working with sales on large MPS opportunities to understand the customers' requirements and then design and drive a service led strategy to achieve this.

What we give

With Canon, you'll get the support and encouragement you need to grow, from people who share your ambition. We'll invest in your professional development to help you learn and progress in your role with us. You'll find leaders who give you the freedom to explore new things and a team where knowledge is shared openly.

At Canon we have a clear vision: to be committed to creating a more inclusive and equitable culture where employees are valued and can thrive personally and professionally.

Canon also has a strong commitment to sustainability, encompassed by our Kyosei philosophy of living and working together for the common good, focused on reducing our environmental impact and creating opportunities to make positive social contribution.
With Canon, you'll get the support and encouragement you need to grow from people who share your ambition. We'll invest in your professional development to help you learn and progress in your role with us. You'll find leaders who give you the freedom to explore new things and a team where knowledge is shared openly.

- Pay - Competitive salaries that are regularly benchmarked against similar roles and reviewed annually.

- Learning & Development - As a Company that encourages continuous learning you will always have resources and support available.

- Work & Home Life Balance - We support with a minimum of 25 days holiday per year, holiday purchase and a flexible working policy.

- Diversity - We are an organisation that delivers on a global scale, striving to create a diverse and empowered workforce that reflects the communities we serve.

- Health & Wellbeing - Free private healthcare, an Employee Assistance Programme, partnership with Mental Health First Aid UK with a network of mental health champions and discounted rates to Nuffield Health Gym.

- Employee discount - Up to 38% off products from our Canon store.

- Some other Benefits - Generous Pension, Canon Awards, Discount cards, Cycle to Work scheme, Season ticket loans and charity volunteer days.

What we ask

We need people who can achieve the exceptional by working collaboratively, who have the courage to risk new ways of doing things and the ability to see the world the way their customers see it. We're looking for creative problem-solvers like you, someone who can ensure Canon stays ahead in an ever-changing world.

You will:

- Manage client relationships with support / assistance from the Account Manager. Design the strategies and actions needed to develop the customer relationship within assigned accounts. Proactively identifies and implements operational service improvements, documented in a Continual Service Improvement Plan and demonstrate to the Client at relevant account performance meetings. Promote the marketing of additional Canon products & services to assigned MPS customers to ensure long-term growth of account revenue/margin streams.

- From handover into 'Business as Usual', effectively and efficiently manage the account, its SLA's and Contractual deliverables via the key business processes of Incident, Problem & Change Management as laid out in the Client specific Operations Manual.

- Implement, manage, and advance operational & procedural standards in conformance with contractual obligations and Canon / external quality indicators. Investigate, evaluate, manage and advance health & safety and other environmental & compliance standards and procedures as appropriate.
- Compile & compare regular management & operational information / reports as required by the client & Canon at progress / management review meetings. Provide the management information detail to enable the Account Director to develop tactics to existing contracts beyond the primary contract term and expand services and solution in the account.

- Compile & compare regular management & operational information / reports as required by the client & Canon at progress / management review meetings. Provide the management information detail to enable the Account Director to develop tactics to extend existing contracts beyond the primary contract term and expand services and solution in the account.

- Working closely with the Account Director develop and maintain an action centred Account Business Plan that is updated at least once per annum. Communicates this to all appropriate internal and external customers at the start of each new budget period.

- Monitor and manage contract to achieve agreed budget & maximise revenue, margin and other defined targets. Own the account P&L and act as the point of contact for Contract Management with regards accurate revenue capture and invoicing.

- Strategic implementation of CSI to drive customer success and innovation aligned with their business strategy and objectives.

- Lead services discussions during the pre-sales phase of a sales cycle, consulting with the customer to understand their needs. Responsibility for defining service and commercial solution design for the customer. Work with Sales to present proposal to the customer. Negotiate with all stakeholders to achieve a deliverable & commercially viable proposition.
- Work with other senior stakeholders and departments to deliver profitable Service growth within existing Canon Accounts.

You will need

Qualifications

- Relevant consulting accreditation / experience (e.g., CDiA+) preferable

- ITIL Foundation V4 qualifications & experience

- ITiL lifecycle qualification & experience, Foundation,/Strategy/Design/Transition/Operations/CSI.

Skills and Experience

- Experience working in corporate service delivery or key account management is desirable

- Familiar with Health & Safety legislation, ISO14001, ISO9001

- Proven ability to develop top line revenue growth and control costs in service delivery

- Ability to consult with clients to conduct due diligence (Service Design) activities conducting needs analysis with an overall goal of designing a robust cost-effective service environment for the customer and Canon

- Can demonstrate an ability to adapt communication style and techniques to ensure that complex information can be easily understood by a non-technical audience

- Experience in Issue resolution whilst maintaining a high level of customer satisfaction

- Strong commercial and financial acumen required

- Knowledge of; Configuration Item and Asset Management; Fleet Monitoring and Event Management technologies; Service Desk Applications and Customer Relationship Management

- Excellent verbal/written communications & presentation skills

- Demonstrated ability to coordinate cross-functional work teams toward task completion

- Proficiency in Microsoft Office applications; Word, Excel, PowerPoint, Outlook, Visio

- Local language plus business English

Industry Experience (Preferred)

- Knowledge/experience of working with print imaging software and technologies

- Knowledge/experience of working with leading Print Management Solutions

- Knowledge/experience of working with printing technologies and solutions in a Production Print environment

- Knowledge/experience working with Production Workflow Solutions, Web to Print Solutions, Variable Data Solutions, Customer Communications Solutions, Colour Management

- Knowledge/experience working with Information Management Solutions e.g., Document Management Solutions, Customer Communications Solutions, Variable Data

- Educated to Further/Higher Education level and/or substantial experience in Customer service delivery or key account management.

- Experience of dealing with customers over the phone

- Experience in delivering long term dedicated service delivery role.

- Can demonstrate an ability to adapt communication style and techniques to ensure that complex information can be easily understood by a non-technical audience.

- Experience in issue resolution whilst maintaining a high level of customer satisfaction.

- Excellent verbal/written communications & presentation skills

- Demonstrated ability to coordinate and influence cross-functional work teams toward task completion.

- Proficiency in Microsoft Office applications, in particular Excel

Further Information

Salary - £37,338 - £41,487
Location - Canon UK & Ireland
Canon is an equal opportunity employer. Canon recruits, employs, trains, compensates and promotes regardless of race, religion, national origin, sex, disability, age, veteran status or other protected status as required by law.