Senior Account Coordinator

Description

Hello, we're Augeo – we are a global leader in enterprise-level engagement and loyalty platform technology, delivering compelling experiences and fostering meaningful connections for employees, consumers, members and channel partners across many industries and verticals. We serve hundreds of clients, including 70+ Fortune 500 companies, representing millions of end users.

We are thought leaders and disruptors who think differently and creatively, built by entrepreneurs, operators and innovators.

At Augeo, we're passionate about providing an inclusive workplace that values diversity and our sustainability initiatives. Everyone is welcome - our employees are comfortable bringing their authentic whole selves to work. Be you, reach your full potential.

We work hard, we play hard and, most importantly, we care to our core about our teams and each other. We over-communicate around everything...especially while we navigate our new hybrid world.

The Senior Account Coordinator provides operational and client program support to a team of Account Managers, with responsibility for accurate execution, research and analysis, report verification, system configuration/updates, participant support, documentation, and issue investigation. The role independently troubleshoots operational and system-related questions, identifies root causes, recommends practical solutions, and helps improve processes, efficiency, and the client and participant experience.

• Manage operational tasks for one or more accounts and perform general project management/account management responsibilities, including coordination of deliverables, issue resolution, documentation, and client communication.
• Serve as an initial point of escalation for Customer Support on designated accounts; investigate issues, gather relevant details, troubleshoot potential causes, coordinate with appropriate partners, and drive issues toward timely resolution.
• Manage multiple priorities, independently drive assigned work forward, and provide clear, timely updates regarding progress, risks, dependencies, and next steps.
• Attend relevant client/program meetings to gain a full understanding of projects and to ensure understanding of overall project/program objectives.
• Attend all Client Delivery team meetings and training to ensure understanding of the basics of Account Management.
• Create, maintain, and continuously improve accurate documentation of program processes, procedures, requirements, decisions, and troubleshooting steps; refine processes and systems to improve productivity, organization, consistency, and efficiency.
• Serve as back-up support to Account Managers on designated accounts; includes client communication.
• Identify opportunities to reduce manual effort, prevent recurring issues, and improve the day-to-day experience through process improvement, standardization, automation, and appropriate use of technology.
• Partner cross-functionally with Account Management, Customer Support, Operations, Technology, and other teams to troubleshoot issues, close process gaps, and document solutions for repeatable use.
• Investigate operational, participant, reporting, and system-related challenges by gathering facts, validating data, reproducing issues when possible, identifying root causes, and recommending or implementing solutions.
• Work on other special projects as assigned.

Demonstrated commitment to Augeo core values:

• Collaborative
• Objective
• Responsive
• Earnest

• Four-year college degree preferred or 3+ years of relevant business, client support, account coordination, operations, or comparable experience.
• Comfort with web-based technologies, along with the…