OVERVIEW:
As a Client Project Coordinator you will work under the direction of the Client Project Team Manager, to be the voice of the customer internally, ensuring a high level of customer experience whist maximising efficiency within the sales process. You will be responsible for managing micro projects on a daily basis in the form of sales submitted by the Commercial Manager team, ensuring that each project is completed in line with the set SLA’s.
Working within the sales team, you are assured of a fast paced, exciting role that is varied each day. The purpose of the role is to welcome new clients into the business and ensure the experience is as seamless and efficient as possible in order to create a positive working partnership with a new client. An effective onboarding process will result in both the needs of the client and business being met.
A successful Client Project Coordinator will be an extremely good administrator, highly motivated and confident in nurturing client relationships in their early stages and in liaising with a range of internal departments. The ability to multi-task and be proactive about workload is key, as well as being able to provide updates on where workstreams are up to in the onboarding process.
Client Project Coordinators work closely with Commercial Managers and Account Management team to understand the needs of each individual client and site and assist in translating that into a viable solution that meets the requirements of the client whilst also allowing the business to be fully compliant from an industry point of view.
Client Project Coordinators , alongside the Commercial Managers and Account Management team will be the first point of contact that a client will have with the business and so are expected to engage with customers in a friendly and professional manner, ensuring a positive customer journey at all times.
KEY DUTIES & RESPONSIBILITIES:
Overview
- Manage the expectations of clients; when disruptions/issues occur during the service delivery process, it is imperative to work quickly with internal departments and the client to resolve the situation
- Complete a variety of administrative tasks in connection with the onboarding process from PSQ through to go live and communicate these stages where necessary to clients and with internal departments
- Ensure a high degree of accuracy and process quality control through attention to detail and proactive problem-solving
- Work to deadlines and help to achieve monthly sites issuing targets company wide
- Liaise on a daily basis with your colleagues and update them on any developments in your work, ensuring a high level of team cooperation
- Ensure that the Commercial Managers are kept informed of any developments relevant to the accounts you are supporting them on
Specific Responsibilities
- Ensure a high level of CRM accuracy in relation to deal information and outcomes of ROI calls
- Work with the Survey team to ensure that pre-install survey activities are carried out within the set 7 day SLA, ensuring clients are kept up to date with any delays
- Attend ROI meetings and document the outcome of the decision to all involved
- Complete introduction calls with new clients post contract signature to become the single point of contact within Parkingeye up until install and go live
- Signage requested and drafted based on knowledge built up throughout the process as to how the solution will and distributed to the client along with the installation documents and signage plan for the Commercial Manager to gain client clearance to install
- Submission of PID to Operations once the relevant documentation is approved and signed by the client
- Owner of the installation process which will involve attending cross department meetings to track the status of your sites and remove/resolve any blockages
- Weekly reviews with Commercial Manager and Line Management to review the stages of all sites being worked on to ensure the pipeline is progressing as required
- Full backend set up car parks required including go live checks ahead of a handover to an Account Manager
- Successfully launch a new site with a client by ensuring back office staff/tenants on site are trained on how to use the system, whitelist have been provided and comms/marketing collateral has been issued if required
- Any other ad-hoc administrative duties required by the business in order to achieve a smooth and successful client experience characterised by excellent, fast and responsive customer service
- Actively track and flag where a clients install falls behind the target date based on SLA’s across the sales process
- Achieve a customer satisfaction score of at least 80% for all new clients onboarded (starting 2023)
FORMAL QUALIFICATIONS & EXPERIENCE REQUIRED
- Results and target driven
- Strong computer and English language skills
- Confidence in dealing with all levels of personnel both externally and internally
- Willingness to assume responsibilities and take ownership of tasks
- Aptitude to work both independently and as part of a team
- Experience in an administration support role
- Capacity to work under pressure as customer requests can often occur in an unpredictable manner
PERSONAL ATTRIBUTES/SKILLS
- A passion and enthusiasm for dealing with customers
- Good commercial acumen
- Solutions oriented with good problem-solving skills
- Strong communication skills and excellent manners are essential
- Professional approach and results driven with great attention to detail
- Ability to working towards strict deadlines
- A real knack for building rapport quickly over the telephone
- The ability to construct well written, friendly responses to emails
- Excellent time-management and multitasking/prioritising skills
- The ability to "think outside the box" and have the confidence to put forward ideas to help improve processes, often to other departments
- Self-motivated, proactive and shows initiative
- Hands on and flexible approach