Strategic Account Coordinator

Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across 70 U.S. locations and 22 countries. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries.

As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting-edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service.

With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future-ready solutions tailored to meet and exceed our clients’ needs. Learn more at www.pavion.com

Pavion and our family of companies are seeking a talented and motivated Strategic Account Coordinator to join our shared services team.

Primary Responsibilities:

Account Set Up and Maintenance

• Oversee CRM set up for customer parent/child relation and naming convention
• Ensure Agreements are accurate and aligned to the accounts
• Confirm that any preventative maintenance schedules are in place
• Confirm contacts are accurate and up to date
• Confirm portal set up is in place and maintained
• Confirm job in BC and Sage are set up correctly
• Confirm all invoice requirements are met (bill to/sell to and billing templates)
• Ensure that customer notifications are accurate and maintained
  
  

Service Delivery

• Oversee active service backlog and work with field and international teams to meet service delivery requirements
• Ensure on time completion of service work order in accordance with the MSA
• Drive KPI measures to ensure contractual obligations are met
• Escalate any at-risk work orders
• Keep customers informed of any delays
• Work with field teams and third-party sub-contractors to meet staffing requirements as needed
• Procures any and all material needed to resolve outstanding service work orders
  
  

Inspection Delivery

• Oversee active service backlog and work with field and international teams to meet service delivery requirements
• Ensure on time completion of service work order in accordance with the MSA
• Drive KPI measures to ensure contractual obligations are met
• Escalate any at-risk work orders
• Keep customers informed of any delays
• Work with field teams and third-party sub-contractors to meet staffing requirements as needed
• Procures any and all material needed to resolve outstanding service work orders
  
  

Customer Service

• Ensure high level of customer satisfaction through consistent and timely communication, through work order documentation, email, verbal and portal
• Proactively follow up with customers after completion of service to ensure a high level of satisfaction
• Act as liaison between customer and Pavion internal teams; seamlessly collaborating to achieve goals and track work orders to completion
• Exhibit professional behavior with all interactions - internal and external
• Provide timely feedback to the company regarding service failures or customer concerns
• Prepare reports, read outs and KPIs for QBR Review
  
  

Service Revenue

• Ensuring all work orders are completed and invoiced timely
• Work closely with the Finance department to resolve billing/vendor issues
• Effectively steward company resources
  
  

Basic Qualifications:

• High school diploma or GED
• Up to 3 years related experience required
• Proficient in Microsoft Office Suite (Excel, Access, Word, PowerPoint, Outlook)
• Experience in relationship and client management
• Strategic thinker, experience problem solving and driving results
• Able to redirect and pivot based on changes in projects and tasks assigned
• Able to multi-task and work under tight deadlines
• Able to work in high pressure environments
• Excellent time management and organizational skills
• Able to travel as needed, up to 20% of time
• Able to coordinate multiple customer strategic needs and initiatives
  
  

Preferred Qualifications:

• Bachelor’s degree in business management, personnel management, project management or related
• Advances or Enterprise technical certifications on platforms and systems sold by Pavion
  
  

Disclaimer: This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The employer has the right to revise this job description at any time. The job description is not be construed as a contract for employment.

Pavion is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.