Shared Services Associates

GlobalEnglish Shared Services Associates will play a critical role in the delivery of world-class account management support. Shared Services Associates (SSA) will be assigned to work directly with either a Global Account Manager or Regional Account Manager to help support the operational needs of their clients. The success of the SSA will be measured in terms of client satisfaction and efficiencies created within the regional sales team they support.

Job Responsibilities:

• Provide proactive support to Global and Regional Account Managers to ensure that customer requests are handled appropriately and in a timely manner.
• Managing Users (Registering, Deactivation, Create Reporting Groups, and all Administrative tasks for users).
• Administration of the Account Setup Tools via the back end of our system. Each SSA will be trained on (1) Company and Seat Setups, (2) creation of Demo Accounts, (3) troubleshooting of issues of the backend system, (4) use of Batch Registration tools, (5) creation and running standard surveys, (6) assisting in coordination of pilots as necessary.
• Running Reports and assisting in reconciliation for accounts. This may include activity reports, reviewing deactivations or renewals, reconciling users by Country, or by language. Reports may be account specific and will be specified by sales personnel.
• Communicate with designated client contacts as directed by the Account Management team.
• Perform administrative tasks for end-users.
• Run Reports and assist in reconciliation for accounts on a weekly, monthly, or quarterly basis.
• Act as Account Management Team Contact Point for Corporate Headquarters personnel working on issues relating to a specific account.
• Develop knowledge of Financial and Contractual issues. Thorough knowledge of the customer account will also include the understanding of the contractual, invoicing and payment history and status for each account.
• Coordinate departmental coordination functions, including sales, engineering, marketing, and production, to ensure that corporate customers are supported and their needs handled appropriately and in a timely manner.

 

Requirements:

• Bachelor's degree or equivalent work experience in sales or support.
• Excellent computer skills, including knowledge of Microsoft Office, Windows Operating System, Power Point, the Internet, and other specialized computer programs. SQL is a plus.
• Excellent oral and written communication skills in both English and second language (if you have a second language).
• Ability to manage multiple projects, set priorities, work independently, and perform under pressure.
• Likes the challenge of working in a "start-up" organization, where new business processes and support systems