Service Administrator

Overview:
Do you want to be help enrich the lives of learners worldwide?

RM India (RM Education Solutions India Private Limited) is the India Delivery Center for UK based RM Plc. A leading supplier of technology and resources to the education sector, RM India helps deliver great education products and services that help teachers to teach and learners to learn. Our mission is to achieve growth by improving life chances of people. At RM India, we are driven by the potential of our business to touch lives and shape the future.

RM Plc have been pioneers of education technology since 1973. We provide technology and resources to the education sector supporting over 10 million students around the world. We work with 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes worldwide.

RM is a leading supplier of technology and resources to the education sector, supporting schools, teachers, and pupils across the globe. What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification, we partner with schools, examination boards, central governments and other professional institutions, to enrich the lives of learners.

RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Education Resources).

We're looking for a highly motivated and experienced professional to join our growing team. As a Customer Onboarding & Support Specialist, you'll play a pivotal role in ensuring a smooth onboarding journey for new customers, while also supporting ongoing service delivery and building long-term customer satisfaction.

**Responsibilities**:
We're looking for a highly motivated and experienced professional to join our growing team. As a Customer Onboarding & Support Specialist, you'll play a pivotal role in ensuring a smooth onboarding journey for new customers, while also supporting ongoing service delivery and building long-term customer satisfaction.
- **
Customer Onboarding**:
- Manage the complete onboarding process for new customers, including setup, milestone tracking, and issue resolution.
- Collaborate with cross-functional teams to identify and resolve onboarding challenges promptly.
- Work with the Service Manager to investigate and escalate unresolved setup issues, ensuring customer needs are met.
- Assist the Service Manager in investigating service incidents and anomalies related to customer setups.
- Track and report on customer service setup activities, ensuring adherence to operational agreements and proactiveness in addressing issues.
- Deliver high-quality service by completing all setup activities within agreed timelines and to a high standard.
- ** Process Governance & Improvement**:
- Maintain and update process documentation and associated materials for accuracy and compliance.
- Support RM accreditation activities and contribute to achieving ISO compliance through documentation management and audit participation.
- Attend internal and external meetings, including operations meetings and lessons learned reviews.
- Partner with the service manager to achieve RM strategic objectives.
- Analyze setup activities and performance data to identify opportunities for improvement and enhance customer satisfaction.
- Collaborate with the Service Manager on implementing changes to service delivery or setup activities.
- ** Contract Management & Reporting**:
- Coordinate the release of service SLA reports as required (monthly, quarterly, annually).
- Liaise with Finance to identify and address any invoice anomalies.
- Provide regular feedback to the Service Manager and contribute to the creation and review of operational SLA reports for assigned activities.
- Generate reports by obtaining data from Helpdesk relating to service incidents, new releases, and knowledge articles.
- Assist with the transition from manual to automated reporting.
- ** Operational & SLA Management**:
- Monitor service performance against pre-defined SLAs for SaaS Digital, supporting the Service Manager in this task.
- Provide reports relating to problem management, liaising with Helpdesk.
- Support the Service Manager in operational escalations.
- Collaborate with the service manager to implement and maintain the Continuous Service Improvement Plan.
- Assist with identifying and resolving delivery risks.
- ** Service Upgrades**:
- Support the service upgrade plan by liaising with teams to confirm release schedules and communicating with operational teams during releases.
- Follow release management guidelines while supporting the service upgrade process through collaboration with other teams.
- ** Finance Reporting**:
- Create monthly financial reports using a suite of forecast and financial tools to analyze and understand variances.
- ** Customer Satisfaction**:
- Monitor customer satisfaction through the