Summary: To provide support to the Operations and Transition teams and ensure excellent service to internal and external customers.

Responsibilities will include but may not be limited to:

• Co-ordinating the end to end Renewal Process, including;
  • Initial kick off renewal process
  • Working with the account manager to understand scope changes
  • Co-ordinating the renewal team and liaising with account manager on renewal progress
  • Sending the finalised renewal to account manager and/or client
  • Holding weekly meetings with Head of Service to provide an update report on renewal progress and identifying potential risks to renewal
  • Create new order within project tooling for time tracking and rev req purposes
  • Working with the finance team to ensure the renewal is invoiced correctly
• Co-ordinating the end to end transition of new customers from project into Managed Services, including;
  • Attends internal and external project kick off call, to explain ‘Acceptance into Service’ (AIS) Process and identify required client attendees for the AIS kick off.
  • Co-ordinating and lead the client AIS kick off call and providing client the pre-reqs
  • Co-ordinating and collect information being passed between Modality Systems and the client
  • Filing documentation in the correct data repositories
  • Liaising with the Managed Services operations team to ensure they are provided with the required information
  • Be a single point of contact between Modality Systems and the client
  • Attend, minute, update and distribute actions following weekly AIS team meeting
  • Attend Pipeline and Project Manager weekly team calls to understand status of pipeline and projects. These minutes will be distributed to the AIS team on a weekly basis.
  • Modify entry in project tooling for time tracking and rev req purposes
  • Notifying the finance team invoice is ready to be sent
• Co-ordinating the end to end Off Boarding of customers from Managed Services, including;
  • Co-ordinating and lead the client Off Boarding call and providing client the with pre-reqs
  • Be a single point of contact between Modality and the customer
  • Attend, minute, update and distribute actions regarding off boarding following weekly AIS team meeting
• Tracking financial reports, including but not limited to;
  • Monthly rev req per region
  • Month End invoice report per region
  • Weekly ‘Working At Risk’ (WAR) report
  • Weekly renewal status report

Skills, traits and experience required

• Solid knowledge of Microsoft Excel and Word
• Flexible in nature and able to apply yourself to multiple activities
• Excellent verbal and written communication
• Good attention to detail
• Ability to work to deadlines, to work systematically and prioritise tasks
• Ability to work on own and as part of a team, and to work under pressure 
• Ability to work under pressure, to tight deadlines, and to communicate competing demands effectively
• Organised with good time management skills
• Confident and resilient to deal with challenges from people within the business
• Good interpersonal skills and able to consult with a wide range of people at different levels
• Proactive communicator and willing to share information
• Exercises good judgement, knows when to flag issues and when to deal with independently
• Ideally has experience of working in a managed services environment