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Analyst, Account Services Management

Category:Contract
Location: Round Rock, Texas 78664
Posted:Fri, February 07, 2020
Salary:Up to US$0.0 per hour
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Analyst, Account Services Management - United States

Description:

ACCOUNTABILITIES Ensures contractual service support requirements are understood and managed. Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers. Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement. Presents operational and service level reports and explains service level support available to internal or external customers. Administers and manages the configuration of process related tools, reporting tools, and associated technologies. Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness. Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed. Provides point of contact for process related questions or issues and facilitates process related meetings. RESPONSIBILITIES Responsible for managing and providing remote service account management in a set of assigned accounts Responsible for coordinating and communicating across business units including Sales, Field Customer Service and Remote Support Responsible for developing and maintaining relationships with and on behalf of the customer Responsible for ensuring that the value-add of the program and their service are communicated and accepted by customers Manage multiple work streams and tasks daily, prioritizing and aligning to customer needs Work in a highly-matrixed environment and develop relationships with Presales and CS teams to provide the best possible customer experience

Description Comments

ACCOUNTABILITIES Ensures contractual service support requirements are understood and managed. Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers. Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement. Presents operational and service level reports and explains service level support available to internal or external customers. Administers and manages the configuration of process related tools, reporting tools, and associated technologies. Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness. Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed. Provides point of contact for process related questions or issues and facilitates process related meetings. RESPONSIBILITIES Leads intermediate-level service delivery processes and associated projects; interacts cross-functionally Owns one or more service delivery processes Manages service delivery processes in a standard service delivery environment Develop and lead monthly business reviews to Sr. level customers via teleconference Leads continuous improvement activities in support of customer or internal business processes Manage multiple work streams and tasks daily, prioritizing and aligning to customer needs May provide supervision and guidance to new or less experienced account service analysts.

Experis is an Equal Opportunity Employer (EOE/AA)

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