Account ManagerInfor

Job Description:
Account Manager
Taguig, Philippines
Position Summary
Account Manager role is by supporting our US clients. HR related concerns products like Knowledge Base, Case Management, Onboarding and Total Rewards. Amicable on Grave yard shift. Attending CSM workgroup meetings and should be able work with the existing account managers.
A Day in a Life Typically Includes:
Incidents
· Acknowledgement of client incident submission (ISP and support email alias) within SLA per severity.
· Review the incident submission for accurate information prior to submission to a Web Analyst. If the incident is missing information, provide additional details to ensure clear instructions are provided to the Web Analyst. [Incidents should not just be forwarded to Web Analyst, Development, etc.]
· If possible, review clients request at the time they are "acknowledging" the incident. Is there something missing they can easily detect (i.e missing groups, attachments, screenshots etc.) to prevent less back and forth.
· Following up on incidents to ensure SLAs are being meet.
· QA incidents that are completed outside of the work group as well as by self-processed by the CSS.
· Provide overview of open tickets and status to CSM for client calls.
Daily Import/Export Notifications
· Review all automated notifications at the beginning of shift.
· Contact client when there are any system issues or SSIS failures and coordinate manual off cycle run as needed.
· Product Knowledge
· Ensure that CSS is familiar work group client configurations for Knowledgebase, Case Management,
· Onboarding/Offboarding.
· First point of contact for clients who have system questions.
· Invited to and attend all training sessions on products.
· Review training materials when we have a new release.
· UAT - Provide clients the necessary information for UAT testing.
· UAT File naming convention is different than production, thus they should provide the client
· the file naming convention before a test file is sent.
· File should be loaded in UAT/Inbound for Import.
· File should be picked up from UAT/Outbound for Export.
· Does client have Import/Export jobs created for testing.
KB Specific Tasks
· Connect with Web Analyst or Development resources when making KB updates.
· Understand best practice content Deletion process and adhere to it.
· Assist clients with CCT questions when necessary.
· Assist clients with questions about Meta-Tagging identification.
· Assist clients with questions about best practice Redline edits process, Medical Cost Calculator configuration, and Open Enrollment tasks.
· Assist with creation of Search tags when needed.
· Create new test users, or update user admin profiles if necessary.
· Group rule modifications, using best practices for portal release.
CM Specific Tasks
· Assist with notifications, cats, sub-cats, and other configuration tasks.
· Add service reps to service groups, as needed.
· Troubleshoot issues.
· Connect with Development resources for issue resolution, or if reports/tasks are easier completed with SQL scripts.
OB Specific Tasks
· Task Redline edits on content tour stops; understand and adhere to best practice for tour versioning if changes require it.
· Task re-versioning of tours and smartforms as needed to Development [Harbinger and/or SSIS]
· Creation of new tour steps, elimination of old tour steps.
· Change/update group rule designations on tour stops (as well as corresponding SIDs)
· [When in question, consult CSM on tour versioning and how to handle.]
· Investigate and troubleshoot issues reported by client contacts.
· Reset or restart User tours from admin console, when requested.
· Work with SSIS resources on import/export issues, including off-cycle imports/exports, user reflagging, and notification changes.
Standard TR Refreshes
· Update file trackers.
· Task regular refreshes, site redline edits to TR Technical Analyst [Norlin/Lancer].
· QA incidents.
· Assist in maintaining any mapping/logic/production manual documentation.
Open Enrollment
· Send clients the Open Enrollment Questionnaire and Planning Guidelines via email and IXS.
· Provide CSM detailed status on tickets and open issues prior to calls.
· Coordinate go-live deployment.
· Actively participate in OE calls (status, etc.).
· Follow up with clients on outstanding items.
· Keep OE trackers up to date.
· QA all work of self and other workgroup CSS prior to releasing to client.
KT Documents
· Maintain the KT document when client portal configurations are changed or updated
What We Will Need:
College Graduate is a must.
What Will Put You Ahead:
Preferred Qualifications:
· CSR experience
Infor does not discriminate in employment opportunities or practices on the basis of race, color, creed, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, marital status, age, veteran status, protected veterans, military service obligation, citizenship status, individuals with disabilities, or any other characteristic protected by law applicable to the state in which you work. If you have a disability under the Americans with Disabilities Act or similar law, and you wish to discuss potential accommodations related to applying for employment at our company, please contact Human Resources at 470-548-7173 and/or .
Applicants to and employees of most United States private employers, state and local governments, educational institutions, employment agencies and labor organizations are protected under Federal law from discrimination. For additional information please see EEO is the Law poster, the EEO Supplemental as well as the Statement of Policy. If you would like to view a copy of the company's affirmative action plan or policy statement, please email .
Infor

Metro Manila
Permanent
Full-time