C002326 Customer Success Specialist (NS) - WED 17 Aug
EMW, Inc., Netherlands

Deadline Date: Wednesday 17 August 2022

Requirement: Customer Success Specialist

Location: The Hague, NL

Full time on-site: Yes

NATO Grade: A/48

Total Scope of the request (hours): 550

Required Start Date: 19 September 2022

End Contract Date: 31 December 2022

Required Security Clearance: NATO SECRET

Duties and Role:

• Focus on the customer, delivering a positive employee experience; provides assistance and support to various internal and external customers, maximizing the positive experience and customer satisfaction;
• Take responsibility for measuring consistent service delivery against individual key performance indicators (KPIs) and implementing preventative action;
• Build and maintain strong relationships with the Technical Leads, Work Package Leads, and external stakeholders;
• Provide support to the PMs and WPL in organizing meetings, events, workshops and conferences in accordance with Agency procedures; responsible for the administrative aspects including requesting conference facilities, accommodation, catering, etc;
• Prepare reports and documents in accordance with the Agency's official document formatting guidelines. Participate in meetings, workshops, teleconferences and capture and prepare meeting minutes to be shared with the participants;
• Provide secretariat and administrative support such as drafting agendas, calling notice and collation of briefing packs;
• Support project teams in producing briefings, presentations, promotional materials;
• Provide financial assistance such as the handling of purchase requests and purchase orders in an ERP system based on Oracle/PeopleSoft;
• Take ownership for and work independently in designated work area.

Requirements

Skill, Knowledge amp; Experience:

• The candidate must have a currently active NATO SECRET security clearance.
• University degree in a business-relevant discipline;
• Sound knowledge and experience in the use of Microsoft office automation packages (Word, Excel, PowerPoint and Access, Visio);
• Advanced knowledge of Information Knowledge Management, with focus on metadata application;
• At least 3 years of recent experience with NATO Document Management and Archive systems;
• Sound knowledge and experience in the administration and maintenance of SharePoint portals, with at least 3 years of proven experience;
• At least 3 years of extensive experience creating, establishing, planning, and managing medium scale events
• Ability to create innovation platforms including creating visuals, writing blog posts amp; status updates
• Proven ability to work autonomously, pushing for creative and out of the box thinking initiatives, in line with the organizational directives
• Ability to operate in a multinational, culturally diverse, political environment and demonstrate the capability to work effectively within it;
• Excellent command of spoken and written English, with a proven ability to communicate effectively orally and in writing;
• Inter-personal skills and the ability to be responsive to both external and internal customers and staff;
• The consultant shall be prepared to travel on short notice to deployed locations within NATO boundaries;
• The consultant shall have the ability and self-motivation to work individually but must also work well within a team.

In addition to the above, it would be considered highly desirable:

• Prior experience of working in large projects, with multiple stakeholders from various nations/organizations;
• Prior experience of working in an international environment comprising both military and civilian element;
• Knowledge of NATO responsibilities and organization, including ACO and ACT

Job Rewards and Benefits