Role Overview:
proAV are a leading global audio-visual integrator, providing AV and event services across multiple client partnerships globally.
Our immediate requirement is for a Service Delivery Support Associate to play a pivotal part within our service account team. The role will be integral to ensuring support for the service account manager(s), efficient service delivery and enhancing our client relationships.
This is an exciting opportunity for an exceptional team member to join an established operation with scope to drive and enhance the client experience at every opportunity.
Key Responsibilities:
- Support service account manager(s) in the management of service accounts:
- Field and manage day to day internal and external communications for key service accounts, take ownership of required actions and track to conclusion.
- Track and develop any potential audio visual and videoconferencing support opportunities from proAV or 3rd party projects
- Monitor account profitability and ensure additional service costs are charged back to the client when required
- To ensure all leads & opportunities are fully updated with D365 on a regular basis to enable management to create relevant reports and sales forecasts
- Record minutes of service meetings and coordinate with the service team on any service actions that may arise
- Where service delivery managers are not aligned be the first point of escalation
- Liaise with helpdesk, service delivery managers and onsite team(s) to assist with cases and resolve client issues
- Create account plans (where applicable) including strategies for growth as well as retention
- Work with the service support team in the preparation and issue of maintenance contracts, quotes and renewals
- Prepare and deliver monthly service reports where service delivery manager(s) is not aligned
- Gain familiarity with the service catalogue and be able to identify opportunities to broaden proAV scope within existing accounts.
- Actively contribute to and drive service improvements whenever possible, working closely with relevant teams to ensure that feedback is effectively communicated to the appropriate channels.
- Participate in service proposals, RFPs and tenders.
- All activities should be conducted with a focus on ensuring client satisfaction, ultimately leading to the renewal of the service contract.
About Us:
proAV designs, integrates and supports blended technology solutions with AV, UC and beyond including end-to-end services and 24/7/365 support to enhance global collaboration and empower your world of communication.
From reviewing technology to integration to post-deployment support, you're in safe hands when you trust your AV and UC to proAV.
We are recognised as one of the AV industry's most powerful international delivery and support operations trusted by a varied client base in more than 80 countries across 6 continents. To date, we have completed 700+ projects outside of the UK that meets the demands and challenges of a globalised marketplace, keeping the lines of communication and collaboration open.
From our state-of-the-art Customer Services Centre and Video Network Operations Centre (VNOC) our dedicated teams manage, monitor and protect our global clients' business-critical AV systems architecture, products and technologies 24/7/365.
Equality, Diversity & Inclusion:
proAV is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants. We want everyone to feel comfortable being themselves and create a culture where we understand and respect each other's differences. proAV does not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We make employment decision based on the needs of our business and the qualifications and/or experience of the individual. proAV offers personal and professional development opportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training and mentorship programmes. We support employees and job applicants with their work-life balance through our family friendly policies and practices. We encourage all to apply.