CUSTOMER SUCCESS COORDINATOR, Procure to Pay

Boston University • Boston, MA

10h • Onsite

About The Position

The Customer Success Coordinator is a key member of the Procure to Pay (P2P) team at Boston University. The Customer Success Coordinator reports to the Customer Success Manager on the Shared Services team to deliver a seamless customer service experience for BUs customers and suppliers. The Customer Success Coordinator oversees all aspects of Customer Service, and in particular, the management of the P2P Service Now portal.

Requirements

• 0-3 years of direct experience in Procure to Pay generally and/or P2P-related Shared Services activities specifically with an emphasis on customer service.
• Working knowledge of operations pertaining to the procurement function.
• Experience working with and supervising one or more team members.
• Experience with relationship-building and communication skills.
• Demonstrated strong analytical and problem-solving skills.
• Ability to work effectively and collaboratively in a small, collegial team environment.
• Self-motivated, proactive, intellectually curious.

Nice To Haves

• Higher education experience

Responsibilities

• Manages / Expands BU Customer Relationships.
• Promotes the P2P structure across BU by supporting the delivery of a seamless customer and supplier experience
• Delivers responsive customer service, within service level agreements, and compliant with policies and controls.
• Participates in daily operations calls to ensure effective delivery of the P2P mission.
• Collaborates with the Senior Associate Director of P2P Systems to support the optimization of all P2P systems, primarily Ariba, but including Fairmarkit, Visual Compliance, Amazon Business, DocuSign, Concur, Concourse, and OnBase.
• Reviews daily Service Now ticket volume, observe trends and formulate recommendations for resolution.
• Ensures recommendations operate according to Service Level Agreements, Policy, Uniform Guidance, and established Controls.
• Ensures continuous improvement of the team's command of BU systems and processes to provide accurate and timely solutions to the community.
• Within SAP Ariba Buying & Invoicing, performs PO Closeout tasks, triages undeliverable POs, addresses questions about supplier registrations, and procurement system questions and issues

Benefits

• health, dental, life insurance, and paid time off
• tuition remission for courses at Boston University
• tuition remission benefit extends to dependents

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed