Account Analyst

 

Radiant Systems, Inc. helps companies improve product profitability, employee productivity, and customer service through use of innovative technology. Radiant's mission is to enable businesses to achieve operational excellence through intelligent technology. To accomplish this mission, Radiant combines powerful technology platforms, deep industry knowledge, and strategic partnerships to deliver strong returns on systems investments for companies ranging in size from single site operators to multinational corporations.

 GENERAL POSITION SUMMARY:

 

The Account Analyst works closely with Account Managers and Account Executives to serve as a single point of responsibility for managing select client relationships with Radiant Systems.  This position will track and analyze data, manage orders for software and hardware, develop measurement tools for key Client Management metrics and support the day to day needs of AMs and AEs.  This position is suited for a candidate who wants to advance within Client Management to become an Account Manager.

 

 

ESSENTIAL FUNCTIONS:

 

§  Support Account Executives/Managers (AE/AM) in managing client software and hardware orders and maintenance programs

§  Fulfill new software key orders, including new orders and changes to orders

§  Track software keys by client

§  Fulfill hardware orders for customers

§  Manage hardware order issues through the Return Merchandise Authorization (RMA) process, including working directly with customers to get items returned in order to avoid billing

§  Tracking and billing of Hardware maintenance in years 2 - 5

§  Analysis of weekly forecast report

§  Assist with the identification and resolution of  discrepancies in invoiced/uninvoiced sales totals against forecasted revenue

§  Track and report site installations by quarter

§  Assist in the tracking and billing of unplanned or Out Of Scope (OOS) services. Coordinates billing with Client Support Services manager and Account Management team.

§  Manage client contact and product information in our support tracking tool, Vantive Support

§  Presentation preparation for AE's, including coordinating and correlating folders/agendas for client meetings, scheduling internal predation and follow up meeting

§  Act as customer point of contact for AE/AM’s who are unavailable due to business travel or vacation

§  Accounts Receivable - pull invoices in from Peoplesoft AR tool, working with clients on invoice issues, involving AE/AM's as required

§  Lead weekly status calls with select group of customers, including creating and communicating agenda, capturing actions and decisions, and driving internal and external follow up on actions from week-to-week

§  Manage weekly and quarterly AE/AM team meetings, including agenda development and management, action and decision communication and logistical management  

§  Design, develop and deliver changes to an existing client information tracking system

§  Other job related duties as assigned

§  Work with the various departments across Dallas and Atlanta offices to document and define current business processes.  Lead team analysis on gaps and road blocks in current processes and potential changes to those processes to help us do business better internally.

§  Create and own completion of Quarterly Client Visit templates. Determine a set of business objectives that would be covered quarterly with each client. The outcome of the project would include, but not limited to the following: Agenda, PowerPoint, Executive Account Reviews, Scorecards, Enhancement prioritization, etc. 

§  Revamp and own ongoing management of a user-friendly AE/AM Sharepoint site (internal website), including specific information about the direct accounts to be shared cross-functionally and team-specific information currently stored out on the network.

§  Work with the Support Team on processes and reporting metrics, including defining processes that would be utilized across all customers in the areas of, but not limited to, tech/hardware replacement dispatches, escalation of issues, scorecard and metrics such as trending (coming up with useful reports that are easy to read, helpful, and easy to produce as needed).

§  Manage client satisfaction survey process, including tracking completed surveys by quarter and driving discussions and decisions on any future changes to the survey content or delivery process.

 

 

 REQUIRED EDUCATION/EXPERIENCE:

 

§  Bachelor’s Degree

§  Hospitality Industry experience preferred

§  Advanced Excel, Word and PowerPoint skills

§  Outstanding written and verbal communication skills

§  Creative problem solving

§  Access or other RDB experience

§  Outgoing, confident - ability to work with multiple personality types and levels of employees; build strong relationships with customers and employees in other offices

§  Extremely organized; attention to detail

§  Strong analytical skills - think outside of normal day-to-day processes; ability to challenge and question processes, decisions

 

 

EEO Statement

 

As an equal opportunity employer, Radiant Systems is committed to providing equal opportunity employment opportunities to candidates and employees without regard to race, religion, creed, age, sex, height, weight, marital status, ancestry, or any other characteristic protected by law.