12 month hybrid working 3 days in Mississauga client office location
Infrastructure Services Coordinator
The Infrastructure Services customer experience (CX) team is seeking candidates for the role of Customer Experience Co-ordinator. The dynamic individual will be responsible for supporting CX initiatives for a specific set of accounts. This role will focus on MACD (move/add/change/disconnect) activities related to the customer’s install base as well as proactive work on identified Renewals.
The successful candidate will be highly analytical and will support a range of activities for our team.
Work Environment:
The Infrastructure Services Operations Team is a dynamic business unit that is ever evolving to address customer and market demands. The team collaborates with Product Management, Sales, and IT teams to respond to real time customer impacts. The Operations Team is a mix of management and unionized staff members that have specific functions that support the quote to cash lifecycle.
Essential Duties and Responsibilities:
- Acts as a single point of contact for managing service and software maintenance renewal contracts
- Monitoring of new devices, modifications to existing and decommissioning of devices
- Manages day to day aspects of the MACD (move/add/change/disconnect) and maintenance Quote process (prepare quotes, manage PO receipt and validate backend maintenance)
- Maintenance of inventories and ensuring accurate record keeping
- Manage and communicate End of Life and End of Support records with both customer and Sales Specialist to develop action plan
- Manage decommissions/changes to customers install base; initiate credit process as required
- Proactively work on identified renewal opportunities, consult with customers and collaborate with account teams to maximize performance and drive on time renewals
- Pulling data from multiple sources to ensure accurate quoting requirements
- Reviewing coverage details and identifying co-terming / consolidating opportunities
- Identifying potential for multi year coverages
- Maintaining and updating reporting systems to meet quarterly forecast
- Following up with customer and sales owner to ensure of on-time renewal
- Build and maintain strong relationships to deliver on business requirements and meet customer expectations
- Running, manipulating and managing team reports
- Develop and action strategic account plans for new or low share accounts and submits opportunity utilizing tools while delivering relevant business case information to key stakeholders
Recommended Candidate Qualifications:
- Undergraduate degree or Diploma
- 2-4 years of relevant experience in a similar function
- Ability to work independently as well as leveraging full team and cross-functional resources to ensure successful customer experience at each interaction
- Highly organized with ability to work in a dynamic and fast-paced environment
- Ability to rapidly assess a problem, define options, evaluate and execute to address critical business issues
- Attention to detail, a commitment to quality and be result driven
- Comprehensive understanding and experience in Renewal sales, or related field
- Experience in analysis and spreadsheet applications
ACCESSIBILITY
We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.
Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or accessibility@fxinnovation.com to make arrangements.
If you have questions regarding accessible employment at Ateko please email our Human Resources team at accessibility@fxinnovation.com
Ateko
Derek Weber - Senior Recruiter
derek.weber@ateko.com
