• Promotes effective use of internal recruiting and selection processes to attract and hire talent. • Identifies training and development needs through competency assessments and Ricoh training resources. • Arranges assignments, training, and experiences to support team learning, development, and job satisfaction. • Coaches and develops up to 200 direct and indirect employees within the enterprise portfolio. • Establishes goals, clarifies roles, and holds internal and external team members accountable. • Collaborates with leaders, team members, and customers to implement solutions and initiatives. • Monitors, evaluates, and recognizes employee excellence using the Ricoh Recognizes program. • Builds strong performing teams through effective feedback, recognition, and compensation management. • Addresses performance issues and establishes improvement plans; initiates corrective action when needed. • Serves as a mentor and leads by example. • Sets expectations, empowers problem-solving, and facilitates discussions to drive creative solutions and remove obstacles. • Develops key relationships with internal and external customers. • Advocates as the voice of the customer by leading cross‑functional teams to prioritize actions that maximize value. • Identifies gaps in service delivery and adjusts process documentation to align with both client and Ricoh frameworks. • Owns resolution of account issues to ensure optimal customer satisfaction. • Facilitates meetings with key customer contacts related to contractual obligations, initiatives, and strategic planning. • Creates templates and cadences to ensure alignment with contractual requirements and value‑add reporting. • Responsible for approximately $13M in Enterprise Services revenue, gross profit, and contribution. • Supports global operations strategy through collaboration with internal and external stakeholders. • Acts as a subject matter expert in EAO Program standards, tools, processes, and best practices. • Ensures timely and quality execution of all EAO Program initiatives. • Demonstrates strong knowledge of Ricoh and the ability to navigate internal structures. • Facilitates regular internal communications regarding best practices, challenges, and opportunities. • Identifies and implements strategies to improve performance, productivity, efficiency, and profitability. • Ensures certification adherence and identifies areas for continuous improvement. • Implements Core Team processes including: Account Charter, EAO Ricoh Account Management Playbook (RAMP), Ricoh Service Excellence, operational strategy, and internal/external CAD. • Oversees onboarding support processes (order management, billing, tech services, enterprise services) to align with customer expectations. • Participates in developing and managing implementation plans. • Creates and maintains reporting packages based on customer requirements. • Implements change management strategies supporting short‑ and long‑term business objectives. • Maintains continuing education on new products and services to identify growth opportunities. • Validates new opportunities and ensures timely execution through proper resources and tools. • Participates in team‑selling models supporting U.S. and international activities; interfaces with global and regional teams. • Ensures profitability for all assigned accounts down to individual sites; identifies profitability issues and works toward resolution. • Oversees billing accuracy and escalates concerns to appropriate customer administration contacts. • Partners with A/R to resolve collection issues. • Performs other duties as assigned.