Coo/ssam: Account Management Assistant

Il y a 6 mois

Brussels, 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’ post-related experience;
- Or a secondary educational qualification with 5 years’ post-related;
- 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 multi-cultural backgrounds;
- Proven ability to successfully prioritize work, and manage staff;
- Proven experience in the use of computer-based 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 well-structured 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 in-year 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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