Account Coordinator

The Account Coordinator is responsible for coordinating work activities for assigned customer accounts to ensure efficient, service-oriented, and timely completion of client projects.

Essential Duties and Responsibilities:

• Assists the Sales and Account Managers
• Maintains and updates customers’ job timelines in collaboration with production and implementation teams
• Coordinates production and deliverables with staff members in appropriate departments including Sales, Implementation Services, Data Processing, Information Systems, and others; communicates updated production information to customers
• Monitors daily job progress for projects; anticipates potential problems and proactively manages details; ensures projects are on track and delivered on time
• Keeps customer information and account details up-to-date by using proprietary Customer Relationship Management software; manages employee interactions with clients for effective customer service
• Communicates and confirms production schedules with customers; conveys schedule adjustments to appropriate clients and staff members
• Initiates change management processes when requested by clients or, as changes and updates are issued internally; monitors changes through to completion
• Coordinates pricing and timelines
• Performs weekly and/or monthly status calls with clients for current status updates or as needed
• Performs as front line call center for customers to report issues; initiates problem tickets for internal research; initiates temporary and permanent resolutions in conjunction with clients and internal departments
• Serves as a customer advocate; responds to customers’ requests and initiates appropriate actions and production changes
• Supports the Account Services Department; schedules meetings, books conference rooms, coordinates conference calls, and provides other logistical client project support as needed

Education:

Bachelor’s College degree (or combination of skills and years of experience)

Experience and Skills:

• A minimum of 3 years of customer service and administrative experience
• Project management experience (preferred)
• Ability to work collaboratively with others in professional manner
• Ability to work effectively and collaboratively with a diverse and multi-cultural and multi-generational staff
• Ability to prioritize tasks and to act with integrity, professionalism and confidentiality.
• Demonstrated ability to problem solve
• Excellent organizational skills and detailed oriented
• Ability to manage projects and competing deadlines
• Ability to quickly and appropriately prioritize conflicting demands
• Ability to apply a high level of accuracy and attention to details to all tasks

Computer Skills:

• Proficient with databases, use of the Internet, and MS Office Suite software
• Experience with Microsoft Project Management and/or proprietary project software