- Provides day-to-day support to assigned clients and internal departments.
- Has a detailed understanding of the processes performed for assigned client projects.
- Maintain and facilitate lines of communication between clients and internal departments once projects have been implemented by:
- Facilitating investigation of issues relating to client applications to find origin of problem, determine appropriate course of action, and implement steps necessary to correct.
- Respond to client inquiries in a timely manner as per departmental guidelines.
- Hold regular meetings with clients and maintain supporting documentation as per departmental guidelines including but not limited to decision logs and meeting notes.
- Direct operational staff to ensure training/instructional documentation is up to date.
- Work with Operations team members, and/or vendor coordinators to support training.
- Review quality and turnaround reports as they are generated to ensure projects are within contracted standards; Work with technical and operations staff for action plans related to quality and process improvements.
- Coordinate all billing information with accounting and contracting departments to ensure proper items are invoiced, monitor invoicing for accuracy.
- Support client and internal communication plans for regularly scheduled meetings to facilitate day-to-day project operations including maintaining of decisions logs and ensuring notes are taken and distributed at each meeting.
- Keep manager aware of project statuses and follow established escalation procedures.
- Work with project team to coordinate operational and technical activities as required to implement requested changes as per IMPAQT guidelines to implement client requested changes to project specifications.
- Engage a project manager for more complex changes as directed by department supervisor.
- Ensure technical tickets are input to company systems per department guidelines.
- Working with pricing department to determine any costing implications.
- Support Program Managers, Client Service Project Managers for projects as assigned.
- Maintain decision logs, meeting notes and other project documentation.
- Facilitate communications with client and other project team members as requested.
- Research items and coordinate meeting schedule.
- Review job profitability by conducting periodic reviews of ongoing project processes to ensure accuracy and efficiency of processes and working with internal departments to modify processes to increase/add efficiency.
- Assume role of company representative to clients in regard to sales once initial sale is made by keeping lines of communication open with client and sales manager as to new business opportunities, educating clients to new service offerings provided by Data Dimensions and working with sales manager and contracting departments to ensure contracts are renewed on a timely basis.
- Travel to client offices, vendor offices, Data Dimensions satellite offices as the need arises for client relations, project implementations.
- Required to attend mandatory meetings and trainings, work scheduled overtime with minimal notice, and perform other duties as assigned per business needs.
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