- Provides advanced client support to a set of key Access accounts as the primary support contact.
- Schedules and attends regular meetings with key clients to review support needs and open issues.
- Attends regular meetings with internal team members and clients with the Project Management Office when onboarding new key accounts.
- Interfaces with other departments to address issues and concerns on behalf of the client.
- Answers telephone calls, emails and other requests from key account clients within Access and Client SLA's
- Provides customized FileBRIDGE Records training & support to small and large groups within the client's organization.
- Assists with preparation for and participate in client QBR's and client meetings including creation of Excel charts and PowerPoint slides.
- Builds and reports out performance scorecards monthly and quarterly as defined in client contract.
- Educates clients on all available service offerings
- Works with clients on general pricing and contract questions.
- Works with Clients and Area Operations Coordinators to resolve invoice disputes, billing issues and credit requests.
- Assists by collecting client data, preparing customer reports, service agreements, and account set ups while working with other cross functional teams to achieve client goals.
- Communicates regularly with direct supervisor to notify him or her of any potential issues, including but not limited to those relating to your job, or those relating to the client.
- High school diploma or equivalent required.
- 2 or 4 year college degree preferred.
- 4 years past work experience in a service industry and/or a team focused environment required.
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Client Care Coordinator-US - Gordonsville, United States - Access Information Management Inc
Description
Job Summary
The Client Care Coordinator is a specialized resource that provides white glove support to a defined set of key Access accounts; works in close conjunction with Senior Account Executives and the Project Management Office.
Primary Functions:
Includes but not limited to:
Account Setup, Client Care, Finance, Operations and IT.
Education and Years of Experience:
Knowledge, Skills and Abilities:
Access considers all applicants for employment without regard to race, color, religion, sex, gender preference, national origin, age, disability, or status as a covered Veteran in accordance with federal law.
In addition, Access complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities.
Access also provides reasonable accommodation to individuals with a disability in accordance with applicable laws.
