BVP is seeking a Major Account Coordinator for a premier client of ours located in the Wayne, PA area. The purpose of this position is to provide support for the Customer Service Manager (CSM) related to specific account needs.
Job Responsibilities:
Create, collect, analyze and present relevant data for the account CSM on a daily/weekly/monthly basis.
Creation and collection of relevant data can include open and closed call information, SLA attainment, , profitability analytics, and other data as needed
Analysis and presentation of the data should include detail observation and conclusions to be sued in tactical and strategic planning and follow through
Assist with QBR data and presentation creation
Create, collect, analyze and present relevant data for the Field Operations team on a daily/weekly/monthly basis
Engage with the Director of Field Operations and his FSM team using the data outlined above
Clearly communicate gaps in process and performance down to the CSE level
Present root cause analysis and potential remedial steps to the Field Operations team
Coordinate the scheduling and completion of required training and other specific service events
Work with the Field Operations team (FSM’s and Director) and Client to successfully schedule required training.
Work with the Field Operations team (FSM’s and Director) to ensure training is completed on time
Report as needed on progress of training, issues preventing successful completion, and suggestions for improvement for all training requirements
Work with Client and internal teams to create schedules as needed to ensure completion of installations and other service related items
Monitor and report on the status and success of these projects as required
Coordinate and complete all Certified Payroll processes and requirements
Provide to client, CSM and other required internal entities the necessary documentation and reporting as needed
Ensure all Certified Payroll process and reporting are in compliance with all local and State guidelines
Assist Client Service Manager (CSM) with other duties
Complete other duties as assigned by the Client Service Manager (CSM)
The ideal candidate will hold the following skillset:
Technical Skills:
Thorough knowledge of creating, collecting and presenting relevant data as experienced in an information technology environment.
General knowledge of complex Information Technology environments (e.g. data center, midrange, networks) and various industry environments (e.g. airlines, banking, etc.).
Thorough knowledge of large accounts and IT operations including multi-locations and services.
Extensive experience with MS Office, specifically MS Excel.
Tableu experience preferred but not required.
General understanding of financial modeling.
Good knowledge of the computer service industry.
Analytical Skills:
Ability to analyze and report on service delivery information and recommend solutions for improved service
Ability to take myriad data points and present them in a meaningful and approachable way to ensure understanding and action by those reviewing the data
Communication Skills:
Excellent data analysis skills
Excellent report creation and dissemination skills
Excellent presentation skills
Demonstrated effective communication across inter-departmental entities
Great team player
Qualifications:
Education: B.S. in Communication or Finance, Project Management courses
Minimum of 3-5 years demonstrated experience delivery operations planning, financial analysis, and account management.
Relevant experience in lieu of BS degree is acceptable.
