Account Coordinator

InfoIMAGE, Inc.; Town of Texas (WI); On-site; USD 42,000 - 66,000; Full time

Job summary

InfoIMAGE, Inc. is seeking an Account Coordinator to support client accounts by coordinating daily, monthly, and annual production deliverables within SLA, handling change requests, and ensuring projects meet client objectives.

The AC will liaise with clients, internal departments, and vendors, schedule regular status meetings, and help manage documentation, testing, and audits. A bachelor’s degree and at least 3 years of related experience are preferred; fluent English required.

Qualifications

• A minimum of 3 years of customer service and administrative experience.
• Bachelor’s College degree (or combination of skills, experience, and tenure at InfoIMAGE in lieu of degree)
• Must be fluent in English.

Responsibilities

• Coordinate live production activities between the client, internal department staff, and/or client’s third-party vendors to ensure production deliverables are free of quality defects and completed within the SLA.
• Schedule meetings with clients and InfoIMAGE staff to ensure timely resolutions and alignment with client objectives.
• Monitor milestone dates and manage billable work orders and change requests using project management tools (e.g., Jira).
• Maintain SOW documentation, conduct audits, and coordinate with Engineering, QA, Operations, and Account Management departments.
• Provide administrative and logistical support to client services and act as a client advocate, documenting and resolving inquiries.

Skills

Customer service

Administrative support

Communication

Team collaboration

Multicultural teamwork

Education

Bachelor’s degree

Tools

Microsoft Project Management

MS Office Suite

Proprietary project management

Job description

Direct Hires through approved platforms will be considered. No Solicitations or Recruiters.

Direct Emails with candidate resumes will be eliminated. Local Candidates Only

Must be able to commute into the office located in 75019.

Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not transfer or sponsor applicants for U.S. work authorizations (such as an H-1B visa) for this opportunity.

SUMMARY OF POSITION

The Account Coordinator (AC) reports to the Account Services Manager (ASM) who will assign client accounts to the AC. The AC will be responsible for coordinating all the required activities to ensure daily, monthly, and annual production deliverables, change requests, and projects are completed within the Service Level Agreement (SLA), free of defects. AC shall further coordinate and schedule meetings with clients and InfoIMAGE staff to ensure the timely resolutions issues are completed according to expected outcomes and client business objectives.

JOB DESCRIPTION

LIVE PRODUCTION COORDINATION:

Coordinative activities between the client, internal department staff, and/or client’s third-party vendors to ensure production deliverables are free of quality defects and completed within the SLA for the following job types:

• Daily, monthly, and annual production jobs
• Annual tax statements
• Initiates and monitors testing to ensure all jobs slated for live production pass parallel.
• Annual testing and renewal of PGP encryption, TLS certification, password reset for API, SSO and FTP
• Billable Change Request Work Orders, In-house Programming Updates and Project Addendums
• Coordination between code release and live production between client and development teams
• Expedited resolution of Level 3 issues, client-initiated, and internal escalations
• Researches, reproduces, and disseminates digital capture of mail pieces to resolve client reports of data breach or statements that have not been received.
• Conducts quality audit of print production output as secondary layer of quality control for select HyperCARE clients.

PLANNING, TESTING & CHANGE MANAGEMENT:

Ensures change management is communicated seamlessly amongst clients, internal department staff and client’s third-party vendors:

• Ensures billable Work Order specifications and project addendums have been assessed by internal team and approved by the client and initiates work order via an Epic upon client approval.
• Monitors milestone dates and coordinates code release between client and development team in anticipation of live production as well as code roll back to resolve unanticipated issues.
• Ensures in-house programming updates have been assessed by internal development team, initiated via an Epic and milestone dates monitored until release to production.
• Uses project management tools, such as Jira, to monitor job progress, change requests, dispatches timely notifications and updates all stakeholders of changes to business rules, technical requirements, scope changes introduced after job initiation, live dates, job scheduling, meeting scheduling and proactively resolve any potential issues due to such changes.
• Uses CRM tools, such as Team Support and InfoTRAC, to manage, track and resolve both client- initiated and in-house change requests and production issues.
• Facilitates the transition and turnover of new clients from Implementation (IM) to AS department to ensure continuity of production support and continued positive client experience.
• Schedules regular(remote) status meetings or “check ins” with client, client’s third-party vendors, and internal team as required.

DOCUMENT MANAGEMENT, ARCHIVAL & AUDITING:

Revises, maintains, and archives Scope of Work (SOW) whenever changes have been enacted to ensure technical requirements and business rules are updated. Initiates, oversees, and completes SOW audit projects to reconcile any discrepancies between documented requirements and live production output. Provides feedback and recommendations to ASM regarding changes to AS department procedures, SOP, and workflows.

• Updates SOW by documenting changes to business rules and/or technical requirements after

change requests go live.

• Resolves discrepancies between SOW requirements and production output by initiating an SOW audit. Coordinates with Engineering, QA, Operations, Account Management departments and clients to plan and engage in the SOW audit project.
• Performs weekly and/or monthly status calls with clients.
• Based on audit results, initiates a programming update and updates business requirement as required.

ADMINISTRATIVE AND LOGISTICAL SUPPORT:

Provides administrative and logistical support to client services departments by:

• Assisting Administration department to answer and report customer issues; forwards client queries to appropriate departments, opens Team Support tickets to document client concerns and resolves issues for assigned clients.
• Serving as a customer advocate by documenting, responding to and resolving customers’

requests.

• Supporting all the client services departments in general and the AS Department specifically; through providing logistical support for client-related events, roadmap planning, scheduling meetings, reserving conference rooms, coordinating conference calls, and other logistical support as needed.

JOB REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• Bachelor’s College degree (or combination of skills, experience, and tenure at InfoIMAGE in lieu of degree)

Experience and Skills:

• A minimum of 3 years of customer service and administrative experience
• Ability to work collaboratively with others in a professional manner through building trust, respect and cooperation.
• Ability to work effectively and collaboratively with a diverse, multi-cultural and multi- generational staff both remote and in-person.
• Demonstrated ability in problem solving.
• Excellent organizational skills and detailed oriented.
• Demonstrated ability to manage multiple projects and meet deadlines.
• Ability to quickly prioritize demands.
• Ability to apply an elevated 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 management.

Language Skills:

• Must be fluent in English.
• Excellent verbal and written skills.
• Be able to communicate information in a clear, and concise manner.
• Outstanding customer services and phone skills.