Operations Associate

Job title: Operations Associate

Location: Sheffield

12 month contract

About us:

Insight Enterprises is a Fortune 500 Solutions Integrator helping organizations accelerate transformation by unlocking the power of people and technology. With a 35-year foundation in hardware and software supply chain augmenting our deep expertise in cloud, data, AI, cybersecurity and intelligent edge, we guide organizations through complex digital decisions to achieve extraordinary results.

The Operations Associate supports the Operations function within the EMEA Client Success team and leadership team in both planning for and executing against strategic and operational activities for our EMEA Client Success Managers, Sales and customers. They provide a professional and effective administrative and organisational support service cross functionally and ensure administrative procedures run smoothly and efficiently.

They are responsible for all the Client Success administrative tasks which involve but are not limited to managing the Client Success inbox and triaging queries, raising tickets for Sales & CSMs, keeping all ticket logs updated and all documentation attached, keeping account information up to date across all systems, manage standard setups in our internal platforms.

Key responsibilities:

Client Success Manager Support

• Support the planning, organisation, and successful execution of various administrative activities for the Client Success team as and when required.
• To proactively assist the Client Success team with ticket management operational activities
• To work collaboratively with cross-functional teammates, clearly communicating tasks and responsibilities and setting expectations on deadlines and outcomes.
• To ensure relevant stakeholders are updated on a regular basis.
• Plan the delivery of assigned tickets by assigning clear timeframes, responsibilities and deliverables, track and measure ticket progress and highlight any concerns that may impact successful delivery against the ticket checklist
• Support issue escalation and resolution as required, seeing problems through to successful resolution with clear communication and in a timely manner.
• To ensure the integrity of client data, with a specific focus on contact management.
• To assist with the planning and management of campaigns for Client Success team as required
• To own the maintenance of and regularly update Operations training material
• Contribute to continuous process improvement and best practice initiatives as requested, proactively identifying opportunities to drive efficiencies.

Customer Support & Onboarding

• Ensure all new clients are onboarded into our systems to a high standard and on a timely manner
• Prepare and send Welcome packs
• Ensure the integrity of client data, with a specific focus on contact management
• Provide order status updates to Sales & CSMs as required
• Ensure all orders placed are active and push for a fix where issues are encountered

Relationship Building

• To work collaboratively with cross-functional teammates, clearly communicating tasks and responsibilities and setting expectations on deadlines and outcomes.
• Build relationships with other Insight departments.
• Build close relationships with the CSMs and be their point of contact for all administrative tasks
• Build close relationships with Sales in Country and be their point of contact for process/ticket related questions.
• Work with Credit & Risk to ensure clients’ orders are released on a timely manner.

Technical Support

• Support issue escalation and resolution as required, seeing problems through to successful resolution with clear communication and in a timely manner
• Identify and track Insight platform issues
• Ensure clients are registered correctly in our ticketing system and can raise tickets for technical issues
• Keep Sales informed of any issues and final resolution of the issue
• Provide Issues report to management monthly
• This list is not exhaustive, you will be required to undertake additional responsibilities as reasonably requested by your manager.

Key skills and experience required:

• Prior experience gained within a busy and fast-paced administrative support role -Experience of working within a high performing team within a fast-paced, target driven environment
• High level of written and spoken English -A confident, outward-looking, proactive communicator
• Fully conversant with Microsoft Office suite (Outlook, Excel, and Word) including -Experience of working within a globally diverse environment, showing an
• intermediate and/or advanced PowerPoint and Excel skills -understanding of and keen interest in equality, diversity, and inclusion
• Ability to develop friendly, positive, and supportive working relationships with
• external and internal clients -Strong interpersonal skills with proven ability to negotiate, influence and generate confidence, trust, and respect
• Ability to assume responsibility for assignments and to perform them in
• accordance with minimal supervision
• -Ability to plan, organise and prioritise workload, including coordinating with others to ensure statutory and other deadlines and targets are met
• Ability to learn new systems and processes quickly and effectively -Prior experience of using administration and ordering systems and databases, experience of SAP and Salesforce is advantageous
• Strong attention to detail with a high level of accuracy, able to deliver high quality work with minimal errors -Can demonstrate experience of providing a high level of client service in a working environment
• Organizational skills and the ability to manage multiple requests simultaneously-Experience in resolving difficult roadblocks by leveraging support resources and motions to accelerate time to value
• Cultural awareness and appreciation for diversity-

About Insight:

We believe that by giving you the freedom to think big and empower you to reach your full potential, together we will achieve the best outcomes. Along with excellent benefits and a compelling reward package, we offer the opportunity to work in a supportive environment with a high level of autonomy and creativity - there’s a reason our average employee tenure is over 6 years.

We strive to display our three core values of Hunger, Heart, and Harmony every day. They represent and drive who we are here at Insight and by doing so we are doing amazing things. Insight started in a garage in 1988 and it is through harnessing our three core values that two brothers, Eric and Tim Crown, steered Insight to the Fortune 500 company it is today. We are now a Global IT Services and Solutions business, passionate about helping customers and the real people who sit behind them.

Application Details:

Insight is an equal opportunity employer, and we are committed to achieving diversity and equality within our organisation. We seek out people from diverse backgrounds and encourage you to apply.

We will endeavour to contact you within five business days, should we feel your profile is a good match for this role. If you do not hear from us within this timeframe, please presume that on this occasion, your application was not successful.

A full job description will be provided upon application.