Customer Operations Executive

OneFile employs the brightest most passionate people; we would love for you to join our growing team

This role is responsible for delivering all Customer Operations administrative duties including customer account monitoring, reporting, and supporting all roles in the Business Development, Customer Success and Onboarding & Training Teams.

This role delivers the administration of SalesForce, including dashboard and report creation, aligning the structure to deliver effective and efficient customer experience, maximise opportunities and providing fit for purpose business information to the stakeholders.

OneFile operates a hybrid working approach. The OneFile offices are based in central Manchester within easy commute for many parts of the Greater Manchester region and people are encouraged to be in the office at least 1-2 days per week.

**Salesforce**:

- Help ensure data is correct and up to date and notifying the account owner as required
- Assist with the creation of reports and dashboards
- Work with the Operations team to analyse data within reports/dashboards to identify opportunities or challenges.
- Configure SalesForce pricing module
- Configure new price books for use within SalesForce
- Creation of quote templates
- Maintain request portal tickets (new centres, SaaS agreements, cancellations, and Salesforce system support)

**OVERVIEW:**:**General Administration**:

- Issue notices to all renewing customers on the last calendar day of each month, on behalf of the Account Owner
- Process customer / product transactions
- Creation of SaaS agreements for new and existing customers through e-signature software
- Monitor outstanding SaaS agreements and send reminders
- Contract Novation’s
- Data Ownership Transfers
- Centre creation for all products, either on live, practice or Beta
- Maintain all customer folders within SharePoint
- Maintain all contractual information within Salesforce

**New Customers**:

- Verify the information on the Setup form
- check it’s been put into Salesforce (address, key contacts etc.)
- compare it against what’s on Companies House
- check against UK Register of Learning Providers
- Collate information for all relevant teams to process the new sale
- Configure the Live and Practice Eportfolio centres
- Request first 5 priority qualifications on behalf of the customer
- Creation of the Onboarding page

**Overusage**:The software is licenced to customers on an annual subscription basis. Any overusage is reported and charged to customers on a regular basis
- Ensure the product and renewal information is up to date in Salesforce
- Run reports within OneFile Eportfolio software to gather a list of over-using customers, and upload into Salesforce
- Send out overusage reports on behalf of the Account Owner
- Bulk create the overusage transactions for Accounts Team
- Update product information on the account page to recognise overusage seats and revenue

SYSTEMS
- Salesforce
- OneFile
- Signable
- Microsoft Office (Outlook, Word & Excel)

**KEY STAKEHOLDERS**:

- Customer Operations Team
- Business Development Team
- Customer Success Team
- Onboarding & Training Team
- Finance Team
- CEO

**SUCCESS MEASURES:**:There are several success measures for this role which include:

- Accurate data inputting
- Task Deadlines
- Contract creation SLA

**KNOWLEDGE & SKILLS:**:Excellent English communication skills (written, verbal and nonverbal) Confident with proven experience of usage across Microsoft suite of programmes particularly Excel, CRM systems ideally Salesforce search engines and social media (desirable) Working knowledge of OneFile software is highly desirable (but not essential) Pro-active with strong organisation, time management and self-organisation skills A highly motivated team player, who is experienced at working independently, whilst confident at co-ordinating team activities within a defined schedule Strong attention to detail is a must An ability to work well under pressure, and within a changing business environment. Flexibility - there are times of the year/month that are particularly busy and will require a flexible approach to working. A good understanding of maths would be beneficial

**EXPECTATIONS:**:At OneFile we have a Behavioural Framework that includes the 5 values of Integrity, Courage, Respect, Creativity and Compassion which are underpinned by 4 behaviours (Leadership, Teamwork, Achievement and Self-awareness). We expect all employees to role model these values and behaviours as this is the ‘OneFile way’.

Investors in People is our chosen framework to ensure Managers at OneFile are responsible for empowering their teams, to ensure all employees are high performing and highly engaged. We use International Standards frameworks (ISO 27001, ISO 9001) to ensure our process, procedures and practices deliver high quality and security, so all Managers are responsible for ensuring they lead these frameworks across their teams.

**Behaviours:**:Lead