Professional Services Analyst

仕事内容

Company Overview

CVM Solutions, a supplier.io company, is the premier provider of supplier management solutions that enable clients to achieve operational excellence, drive cost savings and mitigate supplier risk. CVM’s innovative technology and the industry’s leading supplier database provide truly unique capabilities for supplier management. With vast supplier intelligence, deep experience and customer-focused results, CVM has helped more than half of the Fortune 100 realize their tangible benefits.

Required Experience & Skills:

· 5+ years’ of experience

· Bachelor’s degree, Certification, or equivalent experience.

· Knowledge of Internet software and presentation software; intermediate knowledge of

· Excel and Word.

· Strongly preferred Knowledge of Zendesk

· Ability to multi-task in a fast-paced environment with competing priorities.

· Strong attention to detail.

· Customer service orientation – customer focus driven; ability to manage difficult customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments

· Written communication skills - Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals.

· Oral communication skills – be able to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

· Teamwork - balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed

· Problem solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.

Responsibilities:

• Manages and performs the entire Tier 2 Program Managed Services process for assigned clients and ensures strict confidentiality and security of client and client’s 3rd party (e.g. supplier) data, making decisions on behalf of the client and taking ownership for delivering accurate measures and reports.
• Independently creates, customizes, and determines all measures necessary in the process for clients and 3rd parties (e.g. suppliers) to participate in programs, identifies areas of skill deficiency for participation, and registers them for training as needed.
• Coordinate the process to invite suppliers to participate in the program and register them for system training as needed
• Use approved document templates to prepare and customize the tracking sheets that will be used to administer and monitor program status.
• Evaluate client’s supplier base to determine which suppliers to include in the program.
• Perform system maintenance as necessary:

• Update automated notification templates
• Ensure reporting period is set up in the system; create one if necessary
• “Open” and “Close” the reporting period in the system.
• Utilize system generated reports to determine which suppliers require follow up and identify reporting errors/issues.
• Follow-up with suppliers by specified dates and document follow-up attempts and any issues reported by suppliers during reporting or registration process.
• Send list of suppliers requiring client follow-up to clients per specified date.
• Update quarterly metrics
• Perform supplier follow up calls
• Utilize ticketing system for supplier email communication
• Create clearly written and easy to follow client correspondence
• Ensure that reporting period documentation for each client is up-to-date and saved daily on assigned shared drive
• Review client reports and follow-up with suppliers as needed to make corrections.
• Collects and research data in conjunction with the technical support team to resolve system issues with client systems
• Other duties as assigned

• Manages all communications and follow-up activities to ensure information required by clients is reported in a timely manner
• Provides feedback and suggestions for internal process improvements to streamline the manual component of job responsibilities
• Provides necessary information required by technical support team to help resolve client system issues and perform User Acceptance Testing to ensure that issues are correctly resolved per specifications
• Provides rotational support to Level 1 Customer Support Team by working assigned shifts. This requires comprehensive knowledge of all product and service offerings, including Data and Software solutions
• Provides troubleshooting and second level Technical Support for client support inquiries
• Performs additional professional services as an extension of client Supplier Diversity or Procurement Programs such as ad-hoc report creation, benchmarking data compilation, supplier certification or affidavit collection and other support services as assigned.

Job Types: Full-time, Regular / Permanent

Schedule:

• Night shift

Work Remotely:

• Temporarily due to COVID-19