IIM Client Engagement Manager

Overview

The IIM Client Engagement Manager will be responsible for managing the Program and portfolio of IIM projects for the largest enterprise clients. This position is accountable for all interactions with the client throughout the client lifecycle – Sales, Implementation, and Support. Excellent communication skills, experience working at the C-Level, and experience managing complex interdependent projects are the keys to success in this role.

The CEM will act as the primary interface between our clients and our teams to ensure alignment with the client underneath the contractual umbrella of the engagement. The CEM is accountable for ensuring the overall program is built around the client's requirements and consistently meets their needs. Critical to this role is the ability to have difficult conversations with clients – crucial conversations.

Responsibilities

Essential job functions include, but are not limited to the following:

• Program Management for Enterprise Accounts

• Single point-of-contact for the overall Program related to Enterprise Clients.
• Consolidated status reporting when multiple projects are involved.
• Responsible for all cross-agency or department communications.
• Overall Pipeline consolidation and reporting
• Management of Program renewals and amendments
• Assist with software licensing management for all in-flight and existing solution implementations.

• Konica Minolta IIM Experience Delivery

• Ensure Sales, Implementation and Support are kept current on any new developments or requirements related to the Program.
• Keep master opportunity list and ensure KMBS leadership understand future resource requirements and any potential roadblocks.
• Escalation point for all Program related issues, as well as, issues involving IT or multiple agencies.
• Participate in all project Kickoff meetings and post go-live reviews.
• Track and report on all metric and KPIs required for the Program.

• Customer Retention
• Client Experience Escalations and Communication

• Serve as a trusted advisor for clients, and an internal advocate for their needs and requests.
• Reference data and analytic tools to assist in the proactive support provided to clients.
• Expose potential account growth opportunities and provide the Account Manager the information to drive revenue generation.
• Review, consolidation and reporting of outstanding support issues at the.Program-level (non-agency or department.
• Executive Sponsor engagement/communication during projects.

• Client Licensing Alignment with Active Contracts
• Responsible for the coordination with the Software Development Companies and extending the SDC’s relationship and support to the client under the terms of the overall Program.
• Develop and maintain a working expert level knowledge on product offeringss, customer use cases, best practices, and legal considerations.
• Other duties, as assigned by Management.
• Ability to work in a fluid and changing environment
• Passionate about delivering value, customer satisfaction, and service mentality
• High aptitude and understanding of technology
• Self-starter and ability to thrive in a fast-paced environment
• Previous experience managing or participating in enterprise-level projects
• Strong organization and prioritization skills
• High level of integrity and follow throughfollow-through
• Strong leadership skills and ability to mentor others
• Solid non-technical product knowledge
• Strong communication skills – ability to deliver good news and bad

• Four-year college degree or satisfactory completion of a business curriculum from an accredited school and/or equivalent work experience
• 10+ years of experience in a customer-facing role; i.e. customer support, account management, consulting, etc.
• 10+ years of experience in ECM or a related industry
• 5+ years of Intelligent Automation experience
• 10+ years of experience providing solutions relating to business process improvement

Experience servicing internal and external customers

Experience working with external vendors/ partners

Previous experience within Hyland Software solutions

Prior program management experience

Physical Requirements

• Job duties require minimal travel, as assigned and/or necessary.
• Required job duties are sedentary and normally performed in a climate-controlled office environment or a remote work environment.

Dress Code

• Business Casual dress is required; however, business attire may be required for management meetings.

Travel Requirements

• Ability to travel when required.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all functions, physical demands and skills required of personnel so classified.

About Us

This posting reflects an existing vacancy that we are actively recruiting for.

About Konica Minolta

Konica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta’s 20th anniversary in production print, for which it celebrates "20 Years of Excellence, Innovation and Impact,” and continues to lead the way in digital commercial printing.

This year also commemorates 20 years of Konica Minolta’s bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to be ranked on the Forbes 2025 America's Best Large Employers list, included on CRN’s MSP 500 list numerous times; recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence’s BLI 2025 and 2021 A3 Line of The Year and BLI 2021-2023 Most Color Consistent A3 Brand Awards for its bizhub One i-Series.

For more information, please visit Konica Minolta online and follow it on Facebook, YouTube, LinkedIn and Twitter.

Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such as sales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal.

Salary Disclaimer

Konica Minolta is committed to transparent and equitable compensation practices. Our pay structure is designed to support employee growth, allowing individuals to progress through the salary range as they advance in their role. Actual base pay offered will vary based on a candidate’s skills, experience, job‑related knowledge, geographic location, and specific business needs.

AI Disclosure

Konica Minolta Business Solutions (Canada) Ltd., or its authorized third-party contractors, may employ Artificial Intelligence technologies to support elements of the recruitment process. Notwithstanding this, Applications are reviewed by our recruitment team, who always make the final hiring decision.

EOE Statement

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

Konica Minolta Business Solutions, U.S.A., Inc and Konica Minolta Business Solutions (Canada) Ltd. are equal opportunity employers.