Service Administrator

Job Description

Would you like to help enrich the lives of learners around the world? 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). Visit us here to find out more: www.rmindia.co.in Responsibilities SERVICE ADMINISTRATOR 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: 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 designated reporting system. Deliver clear and effective customer communication as instructed by the Service Manager. Collect and compile data for customer satisfaction reports. Collaborate with Finance to obtain automated reports for revenue, cost, margin, and variances. In instances where automation is not available, compile manual reports. Experience Qualifications & Experience: 5-7 years of experience in customer relationship management (CRM). Proven experience in customer onboarding and setup processes for Global customers. Excellent analytical and problem-solving skills Experience with Service Level Agreements (SLAs). Strong communication, interpersonal, and collaboration skills Ability to work independently and manage multiple priorities effectively. Experience with process improvement methodologies a plus. Working knowledge of reporting tools and financial analysis preferred Required Skills & Strengths: Customer Focus: A passion for customer success with a proven ability to build strong relationships and deliver exceptional service. Onboarding Expertise: Demonstrated experience in customer onboarding and setup processes, ensuring all milestones are met and issues resolved promptly. Cross-functional Collaboration: Excellent communication and interpersonal skills to collaborate effectively with internal teams to identify and address customer needs. Problem-Solving & Analysis: Strong analytical and problem-solving skills to investigate and escalate unresolved issues, ensuring customer satisfaction. Process Improvement: A keen eye for detail and a commitment to process improvement, with the ability to identify opportunities for optimization. Reporting & Data Analysis: Experience with reporting tools and financial analysis to compile and analyze data for operational and customer satisfaction reports. Project Management: Ability to manage multiple priorities effectively, ensuring all onboarding activities are tracked and completed within agreed timelines and to a high standard. Compliance & Governance: Understanding of compliance requirements and a commitment to maintaining accurate and up-to-date process documentation. Adaptability & Learning: A willingness to learn new technologies, process and adapt to changing service What’s in it for you? At RM My Work Blend @RM provides office-based colleagues with multi location and hybrid working options to suit them. As well as your office base, you can spend a proportion of your time working at alternative locations, and with flexibility of hours, as appropriate to the role. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process. We expect how we make best use of hybrid working may continue to adapt as we adjust to our new ways of working. As well as a competitive salary our core benefits package includes Group Health Insurance, Group Personal Accident, Group Term Life Insurance, Doctor consultation reimbursement, annually, Medical reimbursement, monthly/Qtry/Annual Rewards & Recognition program, Annual Salary Review & Bonus payouts, Children’s Education Assistance Subsidy, Summer Vacation Scheme, Staff Children Engagement Programme, Knowledge Acquisition Subsidy, Transportation Subsidy, Birthday & Marriage gifts and Subsidized Technopark Club Membership. RM India also has a comprehensive Rewards & recognition program to recognize and reward employees. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM. To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work, we also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at talent@in.rm.com Show more Show less