Strategic Account Coordinator

Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across the globe. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries.
Global Reach. Local Service.

As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting-edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service.

With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future-ready solutions tailored to meet and exceed our clients’ needs. Learn more at

Pavion and our family of companies are seeking a talented and motivated Strategic Account Coordinator to join our shared services team.

• Oversee CRM set up for customer parent/child relation and naming convention
• Ensure Agreements are accurate and aligned to the accounts
• Confirm that any preventative maintenance schedules are in place
• Confirm contacts are accurate and up to date
• Confirm portal set up is in place and maintained
• Confirm job in BC and Sage are set up correctly
• Confirm all invoice requirements are met (bill to/sell to and billing templates)
• Ensure that customer notifications are accurate and maintained

• Oversee active service backlog and work with field and international teams to meet service delivery requirements
• Ensure on time completion of service work order in accordance with the MSA
• Drive KPI measures to ensure contractual obligations are met
• Escalate any at-risk work orders
• Keep customers informed of any delays
• Work with field teams and third-party sub-contractors to meet staffing requirements as needed
• Procures any and all material needed to resolve outstanding service work orders

• Oversee active service backlog and work with field and international teams to meet service delivery requirements
• Ensure on time completion of service work order in accordance with the MSA
• Drive KPI measures to ensure contractual obligations are met
• Escalate any at-risk work orders
• Keep customers informed of any delays
• Work with field teams and third-party sub-contractors to meet staffing requirements as needed
• Procures any and all material needed to resolve outstanding service work orders

• Ensure high level of customer satisfaction through consistent and timely communication, through work order documentation, email, verbal and portal
• Proactively follow up with customers after completion of service to ensure a high level of satisfaction
• Act as liaison between customer and Pavion internal teams; seamlessly collaborating to achieve goals and track work orders to completion
• Exhibit professional behavior with all interactions - internal and external
• Provide timely feedback to the company regarding service failures or customer concerns
• Prepare reports, read outs and KPIs for Q  Review

• Ensuring all work orders are completed and invoiced timely
• Work closely with the Finance department to resolve billing/vendor issues
• Effectively steward company resources

• High school diploma or GED
• Up to 3 years related experience required
• Proficient in Microsoft Office Suite (Excel, Access, Word, PowerPoint, Outlook)
• Experience in relationship and client management
• Strategic thinker, experience problem solving and driving results
• Able to redirect and pivot based on changes in projects and tasks assigned
• Able to multi-task and work under tight deadlines
• Able to work in high pressure…