Training Services and Customer Support Administrator

NCIM; Eigenbrakel; On-site; EUR 40,000 - 55,000; Full time

Job summary

NCIM Academy in Belgium seeks a Training Services and Customer Support Administrator to coordinate proposals, agreements and amendments, and to support delivery of education services in line with SLAs and budgets.

You will act as the customer focal point, ensure deliverables meet quality standards, maintain BI outputs, and produce quarterly reports. Fluency in English and experience in multinational/military-civilian environments are required.

Qualifications

• Bachelor’s degree from a recognised university in a related discipline.
• Two years of relevant experience required.
• Three+ years in service or project management in a training environment.
• Experience with CIS/education or mission-support environments.
• Experience in multinational/international and military-civilian contexts.
• Experience in business development, pricing estimation and proposals.
• Analytical skills and ability to produce BI for decision-makers (Power BI).
• CRM experience and excellent communication skills.
• Advanced Excel skills and fluent English for technical documentation.

Responsibilities

• Manage preparation, coordination, approval and release of customer proposals, agreements and amendments.
• Support delivery of NCI Academy education and individual training services.
• Ensure deliverables meet costs, schedules and quality standards with sign-off and change management.
• Act as customer focal point, resolving contract and service-related issues and supporting engagement.
• Maintain customer support knowledge, onboarding guidance, satisfaction information and lessons learned.
• Manage tasks, work packages and resources; monitor service performance metrics.
• Maintain accurate business data, BI outputs and SharePoint content.
• Produce quarterly training delivery reports and coordinate with Finance for invoicing.
• Support daily Academy operations and improve processes through reviews, automation and tool enhancements.

Skills

Power BI

Advanced Excel

CRM experience

English proficiency

Education

Bachelor's degree in a related discipline

Tools

Power BI

Excel (Advanced)

SharePoint

ServiceNow Project Management

Job description

Training Services and Customer Support Administrator - C004847/1

Main duties

• Manage the preparation, coordination, approval and release of customer proposals, agreements and amendments.
• Support delivery of NCI Academy education and individual training services in line with agreed service levels.
• Ensure deliverables meet agreed costs, schedules and quality standards, including sign-off and change management.
• Act as a customer focal point, resolving contract and service-related issues and supporting customer engagement.
• Maintain customer support knowledge, onboarding guidance, satisfaction information and lessons learned.
• Manage assigned tasks, work packages and resources, and monitor service performance metrics.
• Maintain accurate business data, business intelligence outputs and SharePoint content.
• Produce quarterly training delivery reports and coordinate with Finance to ensure accurate, timely invoicing.
• Support daily Academy business operations and improve processes through reviews, automation and tool enhancements.

Essential requirements

• Bachelor’s degree from a nationally recognised/certified university in a related discipline, plus two years of relevant experience.
• At least three years’ service or project management experience in a training environment, including management of people, budgets and time.
• Experience in training, education or mission-support environments involving communications and information systems (CIS).
• Previous experience in multinational/international and combined military-civilian environments.
• Experience in business development, pricing estimation and proposal development.
• Proven analytical skills and ability to produce business intelligence for decision-makers using tools such as Power BI.
• Proven customer relationship management experience and excellent communication skills.
• Excellent Microsoft Office skills, particularly advanced Excel.
• Fluent English, including the ability to read and write technical user documentation.

Desirable requirements

• Experience working for NATO agencies or organisations.
• Knowledge of NATO responsibilities and organisation, including ACO and ACT.
• Experience in customer engagement techniques, survey management and data analysis.
• In-depth knowledge and practical experience of ServiceNow Project Management.
• Experience with Oracle financial management tools and Jira.
• Experience in design and creative thinking, and Lean Six Sigma principles.

Assignment details

• Equivalent NATO grade: G17
• Location: NCI Academy, Braine-l'Alleud, Belgium
• Working arrangement: Full-time, on-site at the NCI Academy office
• Required security clearance: NATO Secret