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Overview

Job Summary

Client Experience / Operations Support is the ABM team responsible for developing and deploying strategic plans and operational governance facilitating improved client outcomes, cross functional efforts, and a client-centric culture to improve satisfaction, loyalty (higher retention) and advocacy. The team’s core focus is on ABM’s Strategic Clients and/or Clients who operate controlled or highly regulated environments.

The CX Analyst is a service delivery analyst (on the side of operations) in support of data and analytics related to driving internal and external client outcomes. This role will also collaborate with these departments to help operationalize service delivery data in support of driving improved outcomes for our clients (internal and external) and in support of field operations at all existing and new Client Experience Accounts.

Responsibilities include conducting research, analyzing complex data sets and systems, identifying trends, and preparing reports and recommendations related to ABM’s services. The role is also responsible for assisting in drafting policies and procedures, assisting with client related service strategies processes, tracking, and evaluating operational and program performance and identifying and supporting any issues based on data and analytics derived from ABM’s client supporting and client facing systems.

Responsibilities:

• Support special projects to drive service improvement and Quality

• Support business requirements collection, reporting, and analytics for performance on service and Quality metrics

• Work across business areas to ensure alignment of project goals, measurements of success, and reporting for internal and external clients

• Support Client Experience Team advising on Service Delivery Analytics and Programs as they relate to driving outcomes for our internal and external clients and actively participate in meetings with Peers

• Also work closely with other Industry Groups and Service line analytics, data, and development teams to establish consistency in reporting once requirements are finalized

• Build relationships and work effectively in a matrixed environment with internal and external business partners.

• Develop and process internal and external analysis ensuring delivery of complete and accurate data/reports which align to Internal and External customer expectations

• Partner with key stakeholders in shaping and operationalizing ABM’s data strategy

• Act as a chief advocate of operational and client facing data across multiple leadership teams

• Utilize analytics and reporting competency that derives actionable insights and operational decisions from complex data sets.

• Special projects and other duties as assigned. Job Qualifications and Desired Attributes:

Minimum Qualifications:

• Bachelor’s degree preferably in Data and Analytics related curriculum, and/or equivalent work experience.

• Must be able to work with Microsoft suite of products such as PowerPoint, Power BI, Excel, Outlook, Word, Teams, and OneNote

• Familiarity with low code platforms such as QuickBase, Salesforce.com, Microsoft PowerApps or others that produce entirely operational applications and data.

• Must be well-informed of market trends, regulations, and best practice in maintaining and operating built environments as well as being willing to participate in panel discussions, conferences, network organizations, and focus groups

• Must understand accounts receivable processes, profit and loss (P&L) statements, and general knowledge of financial performance to achieve positive value for ABM and our stockholders

Preferred Qualifications

• Experience engaging in client relationships

• General familiarity with financial systems such as Oracle, JDE, SAP • Ability to engage internal and external clients relative in support of client business reviews, client presentations and client retention initiatives

• Ability to build relationships with key stakeholders to ensure high levels of satisfaction and lay the foundation for continued growth and partnership.

• Demonstrate a professional and adaptable demeanor with internal and external clients

• Excellent verbal, written communication skills, and interpersonal skills with the ability to engage at all levels of the organization

• Ability to maintain confidential and sensitive information.

• Demonstrate ability to work as a valuable contributor to the team as well as be a highly motivated candidate with the ability to work independently in a fluid and collaborative environment

• Proven leadership and ability to collaborate in a dynamic diverse environment

REQNUMBER: 114419