Platinum Support Manager

General Information

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City

Augusta, Nashua

State/Province

Maine, New Hampshire

Country

United States

Department

SERVICE DELIVERY MANAGEMENT

Date

Wednesday, March 5, 2025

Working time

Full-time

Ref#

20035282

Job Level

Executive Manager

Job Type

Experienced

Job Field

SERVICE DELIVERY MANAGEMENT

Seniority Level

Associate

Currency

USD - United States - US

Annual Base Salary Minimum

54,060

Annual Base Salary Maximum

108,120

The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and/or the successful applicant’s education, experience, knowledge, skills, and abilities. The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, to view those details please visit Xerox Careers for your applicable country. If you are not reviewing this job posting on Xerox Careers, we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers.

Description & Requirements

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About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.

Overview

Responsible for the management of client relationship and delivery of contractual services within cost targets, overall profit, and revenue growth. Leads implementation, planning, delivery, networking. Account monitoring, meter reporting, contract management, service and supply KPI’s, QBR’s. Partners with client(s) and sales to provide product/service solutions, problem resolution and to develop new business. Developing strong relationships and teams.

General

• Adapts departmental plans and priorities to address resource and operational challenges.
• Requires in-depth knowledge and experience.
• Decisions are guided by policies, procedures and business plan.
• Generally domestic accountability
• Leadership and people management responsibilities, often including in a matrixed, virtual team environment
  
  

Primary Responsibilities

• Leads, motivates, mentors, and develops team of employees.
• Provides dedicated support to select accounts.
• Ensures resources, capabilities and capacity to meet both existing and new business demand.
• Acts as the principal client contact, managing the relationship to ensure customer satisfaction.
• Reviews and resolves issues affecting client objectives
• Responsible for achieving measurable results on time
• Prepares related reports and audits current procedures to monitor efficiency of operations
  
  

Profit And Loss Responsibility

• Provides expert problem management support and ensure root cause analysis is conducted and corrective action plan is followed through
• Ensures that business practices are performed in accordance with Xerox Business Solutions policy, procedure and applicable federal, state, and local laws and regulations.
• Account Management:
• Maintains and enhances existing client relationships and ensures customer satisfaction.
• Analyzes client’s needs and makes recommendations of additional product/services offered by Xerox Business Solutions.
• Partners with senior staff in developing and marketing new client programs/services as required
• Provides regular updates to senior management regarding client issues.
  
  

Background, Experience And Qualifications

• University degree with significant industry experience or experience in a related field preferred
• Relevant professional qualifications
• Demonstrable experience of having designed and implemented significant productivity as well as customer satisfaction improvements
• Experienced in integrating customer and operational requirements into relationships, including delivery partnerships
  
  

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