Client Experience-Operational Analyst

ABM US•Dunwoody, GA

12h•$70,000 - $76,500

About The Position

The Client Experience / Operations Support team is responsible for developing and deploying strategic plans and operational governance to improve client outcomes, foster cross-functional efforts, and cultivate a client-centric culture to enhance satisfaction, loyalty, and advocacy. The team primarily focuses on ABM’s Strategic Clients and/or clients operating in controlled or highly regulated environments. The Client Experience Analyst is a service delivery analyst focused on data and analytics to drive internal and external client outcomes. This role collaborates with departments to operationalize service delivery data, supporting improved outcomes for clients and field operations across all existing and new Client Experience Accounts. Responsibilities include research, analyzing complex data sets and systems, identifying trends, and preparing reports and recommendations related to ABM’s services. The role also assists in drafting policies and procedures, supporting client-related service strategies, tracking and evaluating operational and program performance, and identifying and addressing issues based on data and analytics from ABM’s client-facing systems. The successful candidate provides data insights to support client-facing systems, procedures, and processes, with knowledge of facility services (e.g., Cleaning, Parking, Engineering). They should possess project management, analytical thinking, and problem-solving skills. This professional identifies operational issues related to service and project delivery using data and analytics, and helps implement goal-oriented strategies for effective client outcomes. The role involves managing data, client reporting, and service processes, and working with field operations to educate and foster understanding of service trends related to client outcomes and data. Additionally, the analyst is responsible for analyzing and maintaining accurate business operations data related to clients and ABM’s services, partnering with departments to resolve data inconsistencies, and ensuring adherence to data management policies. Duties include identifying, managing, and reporting on key data elements for client activities, building internal reporting for consistency across Client Experience Accounts, identifying issues (Financial, Customer Satisfaction, Serviceability, Capital Planning, etc.), and accelerating continuous improvement.

Requirements

Bachelor’s degree preferably in Data and Analytics related curriculum, and/or equivalent work experience.
Must be able to work with Microsoft suite of products such as PowerPoint, Power BI, Excel, Outlook, Word, Teams, and OneNote-Intermediate plus level.
Familiarity with low code platforms such as QuickBase, Salesforce.com, Microsoft PowerApps or others that produce entirely operational applications and data.
Must be well-informed of market trends, regulations, and best practice in maintaining and operating built environments as well as being willing to participate in panel discussions, conferences, network organizations, and focus groups
Must understand accounts receivable processes, profit and loss (P&L) statements, and general knowledge of financial performance to achieve positive value for ABM and our stockholders
Experience engaging in client relationships
General familiarity with financial systems such as Oracle, JDE, SAP
Ability to engage internal and external clients relative in support of client business reviews, client presentations and client retention initiatives
Ability to build relationships with key stakeholders to ensure high levels of satisfaction and lay the foundation for continued growth and partnership.
Demonstrate a professional and adaptable demeanor with internal and external clients
Excellent verbal, written communication skills, and interpersonal skills with the ability to engage at all levels of the organization
Ability to maintain confidential and sensitive information.
Demonstrate ability to work as a valuable contributor to the team as well as be a highly motivated candidate with the ability to work independently in a fluid and collaborative environment
Proven leadership and ability to collaborate in a dynamic diverse environment

Responsibilities

Support special projects to drive service improvement and Quality
Support business requirements collection, reporting, and analytics for performance on service and Quality metrics
Work across business areas to ensure alignment of project goals, measurements of success, and reporting for internal and external clients
Support Client Experience Team advising on Service Delivery Analytics and Programs as they relate to driving outcomes for our internal and external clients and actively participate in meetings with Peers
Also work closely with other Industry Groups and Service line analytics, data, and development teams to establish consistency in reporting once requirements are finalized
Build relationships and work effectively in a matrixed environment with internal and external business partners.
Develop and process internal and external analysis ensuring delivery of complete and accurate data/reports which align to Internal and External customer expectations
Partner with key stakeholders in shaping and operationalizing ABM’s data strategy
Act as a chief advocate of operational and client facing data across multiple leadership teams
Utilize analytics and reporting competency that derives actionable insights and operational decisions from complex data sets.
Special projects and other duties as assigned.