Customer Success/Account Coordinator

Company: Providence Partners, LLC
Location: Austin
Posted on: April 9, 2021

Job Description:

We are seeking a customer-facing professional to work with key customers for customer service, management and growth of accounts.
Job Responsibilities

• Manage the overall customer relationship with all relevant stakeholders including third parties/vendors/customers
• Plan and host weekly customer calls, monthly business reviews and quarterly executive meetings
• Communicate directly with clients/customers via phone, email, chats to provide information about products or services, job related items and tasks, inquiries, updates and issue resolutions.
• Participate and complete new client or service onboarding.
• Ensure flawless account management and overall customer satisfaction
• Provide appropriate level of documentation across program and projects by keeing records of client/customer interactions, transactions and resolutions.
• Ensure data entries, files, cases, PO and SO information is updated and reflected correctly in Salesforce, Power BI reports and GRID.
• Measure, report, and present program/project performance
• Create and present reports per client needs and requests such as sales or operations analysis; as well as internal templates and upload files such as anticipated job lists, cost uploads, reconciliations.
• Interpret and explain data, charts, and reports to clients
• Oversee risk management at a project and program level, escalate as needed
• Work with internal teams to ensure SLA attainment, escalate issues, handle information requests.
  Required Skills & Qualifications
  • Excellent customer-facing and internal communication skills
  • Strong organizational skills including attention to detail and multi-tasking
  • Solid technical background, with understanding or hands-on experience in account management structure
  • Strong working knowledge of Microsoft Office suite of tools
  • Advanced proficiency with MS Excel to include pivot tables, vlookups and basic formulas.
  • Proficient in using MS Office (Word, PowerPoint) and other business applications (Slack, PowerBI, 8x8, etc.)
  • Attention to detail is critical.
  • Preferred to have a proven and measured track record of delivering projects within budget, scope, and schedule
  • 2-4 years of related client service or data analyst experience
  • Project management experience a plus

Keywords: Providence Partners, LLC, Austin , Customer Success/Account Coordinator, Other , Austin, Texas