Coo/ssam: Account Management Assistant

il y a 2 semaines

Bruxelles, Région de Bruxelles, Belgique Vector Synergy Temps plein

Location:

Brussels, Belgium

Security Clearance:

NATO Secret

Reference No:

C003510 / Brussels

Skills, knowledge, experience required:

  • Higher vocational training in a relevant discipline leading to a professional qualification with 3 years' postrelated experience;
  • Or a secondary educational qualification with 5 years' postrelated;
  • Demonstrable knowledge, experience and understanding of Customer Management and skills in negotiation;
  • Capacity of having a sense of diplomacy and propriety in order to work harmoniously with colleagues and other staff, in an international environment, as well as with staff from private scientific/industrial organizations as required;
  • Proven ability to effectively communicate orally and in writing with excellent briefing and presentation skills and the ability to produce clear and concise reports; English is the working language of the Agency;
  • Experience working in a multilateral environment or an environment with a variety of stakeholders from multicultural backgrounds;
  • Proven ability to successfully prioritize work, and manage staff;
  • Proven experience in the use of computerbased support tools with an emphasis on Microsoft Office and planning tools;
  • Strong knowledge in Excel and Word; Knowledge of SharePoint or equivalent would be useful;
  • Experience in preparing reports to staff and management;
  • Ability to take initiative, and a flexible approach to responding reliably and competently to changing requirements;
  • Highly developed sense of responsibility and accountability, with an ability to work with minimum supervision;
  • Delivering Results and Meeting Customer Expectations
  • Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals;
  • Following Instructions and Procedures
  • Appropriately follows instructions from others without unnecessarily challenging authority; follows procedures and policies; keeps to schedules; arrives punctually for work and meetings; demonstrates commitment to the organization; complies with legal obligations and safety requirements of the role;


 Writing and Reporting
  • Writes convincingly; writes clearly, succinctly and correctly; avoids the unnecessary use of jargon or complicated language; writes in a wellstructured and logical way; structures information to meet the needs and understanding of the intended audience;


 Relating and Networking
  • Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humor appropriately to bring warmth to relationships with others;
  • Coping with Pressures and Setbacks
  • Maintains a positive outlook at work; works productively in a pressurized environment; keeps emotions under control during difficult situations; handles criticism well and learns from it; balances the demands of a work life and a personal life.

Desirable:

  • Experience in the P3SM domain, including the provision of Portfolio Management support.

Duties/role:

  • Assisting in:
  • The development of jointly owned Customer Agreements, e.g. Service Level Agreements (SLA)/Service;
  • Actions that aim to improve internal and external stakeholder relations and open communications;
  • The management of Business Intake for supported Customers;
  • Ensuring that the formal NCI Agency Customer Agreements are in line with expectations of Customers;
  • The monitoring of inyear execution of Agreements once they are in force, including customer issue/problem handling and participating in review meetings;
  • The Senior Assistant in the NCI Agency, COO and Branch business planning process;
  • Providing reporting material as required;
  • Building and maintaining a Customer CRM picture that will help the rest of the agency to understand the Customer's responsibilities, key players, issues, forecast, satisfaction levels, key initiatives, etc.;
  • Engaging with both Customers and relevant stakeholders for the resolution of issues should they arise, including supporting the complaint handling process.
  • Supporting Packages (SSP), Price Proposals;
  • Understanding Customer's business and needs, and support a joint and coordinated approach to requirement coherence within a given portfolio of Customer Agreements;
  • Delivering Price/Project Proposals for supported Customers in accordance with the relevant processes and Direction & Guidance by Management and Governance;
  • Assisting the Senior Assistant in contributing to:
  • The development of the Demand Forecast, based on the understanding of Customer Requirements;
  • The improvement of all management processes, liaising with other relevant stakeholders as necessary. This includes development and implementation of relevant SOPs, Reporting Metrics Measures and KPIs;
  • The planning and prioritization of activities in the Ac

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