Account Support Associate - Montreal

About Xerox Holdings Corporation
General Information
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City
Montréal
State/Province
Quebec
Country
Canada
Department
Service Delivery
Date
Thursday, July 6, 2023
Working time
Full-time
Ref#
20021034
Job Level
Individual Contributor
Job Type
Experienced
Job Field
Service Delivery
Seniority Level
Associate
Description & Requirement
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About Xerox Holdings Corporation: 
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at xerox.com and explore our commitment to diversity, inclusion and belonging. 
We're an industry leader that's rapidly growing our Technical Services division and have an immediate need for professional field service technicians to delight our customers.
POSITION CONCEPT:
The Bilingual Account Support Associate is responsible for the day-to-day operational execution of our Managed Print Services (MPS) offerings. They will be a key point of contact for clients and help ensure we are delivering against our contracted Statement of Work (SOW) and service level commitments (SLA’s). They will proactively identify risk and opportunities within the account and action with the Account Team. They are responsible to ensure the operational processes established for the customer are functional, efficient and will work with internal resources to adjust or improve as required.
RESPONSIBILITIES:

• Manage various internal processes required to service and deliver Xerox’s capabilities to the clients so that it is seamless
• Participate in Sales and Delivery governance efforts for all supported accounts
• Oversees the delivery of contracted services according to contract terms as well as the customers satisfaction with those services
• Responsible for managing and updating account specific processes within the Operations Manual
• Reporting and Analysis of fleet related data and KPI’s to help provide insight and actionable outputs to drive continuous improvement and cost-savings
• Analyze reporting and data to mitigate costs and maximize profitability
• Build and maintain client relationships across all stakeholders in the account(s)
• Operational Excellence, management and continuous Improvement
• Ensure maximum revenue capture for each billing period

SKILLS:

• High energy; self-motivated; ability to work unassisted & solve problems
• Strong customer service and interpersonal skills, ability to function well in a team environment
• Strong communication skills - verbal and written fluency in English and French, confident and comfortable presenting to clients
• Strong Analytical skills
• Good organizational skills; and ability to multi-task
• Strong computer skills, very comfortable with Excel / Power BI, PowerPoint and Visio
• Knowledge of Xerox office offerings and Xerox Managed Print Services (MPS) tool suite an asset
• Ability to engage cross-functional teams