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Account Operations Associate
Pearson
Mexico, , Mexico
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Description
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
As part of the Managed Services ecosystem, the Account Operations Associate will help to provide proactive support to our Customer Success and Sales team members, to ensure that customer requests are handled appropriately and in a timely manner. They will help with tasks especially in the area of Account/License setups, admin requests and custom reports.
The Account Operation Associate will be based in Mexico City, Mexico.
Qualifications
Skills and Qualifications Required
• Administer backend tools to serve our clients, including:
◦ Company and license setups
◦ Creation of demo licenses
◦ Troubleshooting backend system issues
◦ Batch registrations
◦ Creating and running surveys
◦ Assisting in coordination of pilots
◦ Possible other backend support tasks
• Provide proactive support to ensure that customer/admin requests are handled appropriately and in a timely manner
• Manage Accounts and Users, from an administrative perspective (Registration, Deactivation, Reporting Group Creation, etc.).
• Run reports and assist in reconciliation process. This could be required on a daily/weekly/monthly/quarterly basis, depending on each account’s requirements. And it could consist of activity reports, inventory reports, reviewing deactivations or renewals, reconciling users by country, or by language, etc.
• Communicate with designated client contacts and partners when needed.
• Develop thorough knowledge of each client’s engagement terms and conditions, including contractual, invoicing and payment history and status.
• Collaborate and coordinate supporting efforts with other departmental functions, including sales, services, product and marketing, to ensure that corporate customers are supported and their needs handled appropriately and in a timely manner.
Requirements:
• Previous experience in a Customer service and/or support role
• Excellent computer skills (Microsoft Office suite). SQL & Tally is a plus.
• Expert management of Excel functions (Pivot tables, Vlookup, Hlookup, Conditional Formatting, etc.)
• Excellent oral and written communication skills in:
◦ English
◦ Spanish
◦ Portuguese
◦ Any other language as a plus
• Ability to manage multiple tasks, set priorities, work independently and perform under pressure.
• Likes the challenge of working in a SaaS organization, where business processes and support systems are created and modified as the organization evolves.
• Must be able to work effectively and manage all levels of contacts, with both internal and external customers.
• Bachelor's degree is a must with minimum 3 years of work experience.