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Job description / Role
Purpose:
- Provide support to the Account Managers on all admin and internal systems related tasks, serve as interface between the AMs and the SOS.
- Follows up with relevant SOS and OMS on generating quotes and entering order information into relevant systems, and supporting the quote to billing processes. Consistently enhance customer experience by improving turn around time on service delivery. Specifically, relating to agreed ‘product/process’ SLA and reducing the resolution time for complex order requests and speciality accounts. Supports the order process life-cycle for a designated group of customers or geographical area – ensuring accuracy and delivering in a timely manner. Providing expertise to internal and external customers on all related matters with the goal of customer satisfaction whilst ensuring the company's objectives are met.
Major Responsibilities / Accountabilities
The Account Management Coordinator (AMC):
- Supports the entire order to billing process;
- Supports the Account Manager in opportunity management in Trust;
- Provides ongoing order management support for sales and clients;
- Is aligned to a designated client base and is accountable for building relationships with internal and external customers, playing a key role in improving service results. Ensure all client positions are correct for sales and financial reporting;
- Supports the entire end to end order life cycle, including order preparation, order monitoring;
Obtains information required to process orders (user data, product reference details, installation details, exchange requests, billing dates, sales codes, billing accountcontacts)
- Provide research and support for billing disputes, ensuring issues are resolved according to departmental Service Level Agreements;
- Manage the ‘pending book’ calls with internal partners, escalating all delays where facilitating any interaction required;
- Make sure forecasted install and billing effective dates are accurately uploaded into TRUST;
- Supports the release of billing for services and charges;
- Maintain accurate client site billing & location details, and contact/user records on internal systems;
- Reconcile out of date Opportunities to orders;
- Provide timely support and resolution regarding Data and Compliance issues
- Review Free Trial expiration notices with account teams;
- Process Datafeed Access Declaration (DAD) adjustments, applying appropriate commercial policies and guidelines;
- Establish key client and sales relationships in order to facilitate improved administration and customer satisfaction;
- Supports the creation and helps monitor implementation of Account Plans;
- Manage and resolve external & internal queries relating to quote/order status, billing, client account information/permissioning, and compliance issues;
- Lead adhoc initiatives with relevant groups, ensuring customer requests are successfully implemented;
- Provide assistance and mentorship to new recruits and less experienced members of staff.
Scope and Impact
- Provides support to the Account Managers on all admin and internal systems related issues, and provides adequate interface between the AMs and the SOS.
- Account Management: Larger, higher profile clients or those with complicated install positions. Fully understands full functionality of Siebel and core order management systems. The scope involves project management and problem solving various adhoc requests which are typically non standard in nature and involve coordination of staff in other teams and use of multiple systems and analysis of data from various sources. Provide process training and driving process changes across the team members. Audit and monitor the quality performance of the team
Requirements
- Strong ability to grasp technical concepts, understand diverse hardware platforms, operating systems, data communications and networking;
- Proficiency with Microsoft Office products;
- Strong knowledge of Thomson Reuters’ order management, entitlement, billing and reporting systems processes and business policies;
- Proven experience working independently, demonstrating problem solving skills, work prioritisation and escalation skills;
- Flexibility and an appreciation of a fast-moving multi-national & diverse work environment.
- Handle complex project initiatives and effectively lead meetings;
- Exceptional customer service skills;
- Proven ability to build successful relationships with internal and external clients;
- Understanding of Thomson Reuters products.
- Detail oriented with good analytical skills;
- Ability to communicate professionally at all levels and work in a team;
- Understanding of compliance with company practices and methods of working;
- English language plus other languages required according to local business requirements.
Relationships:
- External: Frequent customer contact with Market Data Managers, users of Thomson Reuters’services, and main contacts in the purchasing/finance department at clients.
- Internal: Account Managers, OMS/ SOS,Credit Management, Finance and PSG.
About the Company
Refinitiv is one of the world’s largest providers of financial markets data and infrastructure, serving over 40,000 institutions in approximately 190 countries. We provide leading data and insights, trading platforms, and open data and technology platforms that connect a thriving global financial markets community - driving performance in trading, investment, wealth management, regulatory compliance, market data management, enterprise risk and fighting financial crime. We are new market pioneers with 167 years of confidence. Breaking new barriers. Enabling more responsible, transparent and connected financial markets. We redefine what data can do. Through an open ecosystem, a high-performance culture, analytics, insights and technology.
Be the breakthrough, activate your future and shape ours.