Description
This project includes a client upgrade for around local software clients across around 500 individual customers, as well as clear communication for customers to upgrade their own integration.
To enable the upgrade, a high number of customers will need to have their estate boarded to a new Back End system.
So that we can facilitate this upgrade there is a requirement for additional project coordinators to manage individual customer requirements for communications, on-boarding, troubleshooting, project status updates and overall customer liaison.
Role
Responsibilities
* TLS Mailbox reviewer/1st line responder
o Obtain answers to any questions asked
o Raise Order forms required
o Obtain Sales Order sign off from customer
o Complete background notes as to customer requirement
o Provide Order Form to WGC implementations team
* Customer Tracking
o Update Customer tracking spreadsheet
o Obtain updates from Commercial Helpdesk regarding current discussions
o Obtain updates from WGC project team regarding status
o Provide regular reporting to wider TLS Project Team/Management team
o Highlight customers who have not responded and make direct contact 1-1 for these customers - email and phone
* Customer Co-ordination
o Manage communication with the customer during their implementation project
o Respond to requests from CI Admin and CI Tech teams to progress orders
o High level boarding tasks - inc boarding and 2nd sight boarding
o Administration to prepare paperwork and rollout plans
o Daily reviews of Estate Manager to provide status updates of overnight upgrades
o Work closely with internal teams such as Support Desk, CI Tech, Sales and Development to assist in solving problems.
o Take part in customer meetings and conference calls when requested/required.
All About You
Essential Skills
*Project Management/Coordination experience
*Excellent organization and multi-tasking skills
*Attention to detail
*Excellent written and verbal communication
*Ability to work well in a team environment
*Able to work in a fast-paced environment and manage a variety of responsibilities at the same time
*Able to respond to multiple demands and effectively manage multiple simultaneous projects
*Ability to establish and manage priorities
*Experience in payments industry and/or technical knowledge of payment processing
*Microsoft Excel beginner to intermediate skill level
*Working knowledge of Microsoft Office, Outlook, Internet and web based order systems
*Highly organized with strong attention to detail
*Good communication and able to work well in a team
*Be able to effectively communicate information both verbally and in writing in a clear and coherent manner.
It is the Company's intention that this job description is seen as a guide to the major areas and duties for which the jobholder is accountable. However, the business will change, and the jobholder's obligations are bound to vary and develop, so the job description should be seen as a guide and not as a permanent, definite and exhaustive statement.
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