About the Company: Memnon Archiving Services, an ES Broadcast Company, is a world leader in providing digitization services of audio-visual media archives. Memnon supports the owners of audio-visual collections (from broadcasters, sports organizations, cultural institutions, libraries and universities) and offers a wide range of services and solutions designed to digitize, restore, preserve and provide access to the audio-visual content in any format.
About the Role: Job Purpose be the primary contact between Customers running active jobs and the Production & Operations Teams, Sales Account Team, and Senior Management. To own and direct the handover of a job order from the Sales Operations team to the execution of the job planning process and the completing and closing of all jobs in production, including monitoring, reporting and invoicing delivery to the SOM (Sales Operations Manager) and DPO (Director, Production & Operations).
Responsibilities:
Assists the Sales Operations Manager on the prioritization of production within the business, including planning, coordination and the controlling of all the steps in the production process to ensure client deliverables are supplied on time and within budget.
Job Opportunities – work with the Sales Operations Manager (SOM) and the Sales Operations Coordinator (SOO)
Use JIRA Work Management to create sales view “Job One-Pagers” and assist in the completion of the Job Evaluation forms to complete the production section
For job planning, Service build, testing, and subsequent handover to production, as part of the order initiation phase, work with:
Sales Account Team
SOM and SOO
Support Departments to ensure the job starts production at the required time
Assist with the creation of Global Memnon Business Policies for production
Assist with the documentation of all SOW (Statement of Work) and SOPS (Standard Operating Procedures) into confluence system.
Maintain client relationships as per the specific Account Policy and coordinate meetings and job updates at the agreed frequency
Help with the creation and closing of activity requests using the JIRA Work Management – Production – Operations system.
Work with Support departments to ensure JIRA Work Management board for Support Services is fit for production specifications as per the Client Opportunity process.
Work with the Global QA Manager to ensure job deliverables are tested against the JIRA work management QA board plan
Create necessary service tickets for the support departments using JIRA service desk.
Work with the ORKA (production management system) and operations teams to monitor production, identify and troubleshoot production bottlenecks and workflow issues
Ensure prescribed ORKA production and coding techniques are used and confirm the latest Customer Data Management distribution practices are continuously reviewed.
Identifies trends and assess opportunities to improve processes and execution
Completes reasonability testing and information validation prior to circulating findings and recommendations to key stakeholders.
Production Reporting and Invoicing:
Work with Memnon Business Services to define required reporting.
Monitor production reporting to ensure job progress is on track and productivity levels are maintained
Work with the SOM and the supplied financial data to assist in the production of client invoices
Coordinate with SOM and DPO to ensure information is made available on time for reports and job budgets
Provide client feedback for the further development of solutions and workflows
Help generate Production slides for client project reviews and Management Business Reviews (MBR)
Ensure that procedures are followed, and standards are respected
Support SOM in tracking job planned budgets vs. actual budgets administrative duties
Sets goals in collaboration with Sales Operations Manager and Operations Manager.
Audits production and coordinates with Operations team.
Manages time to meet production throughput goals within defined schedule.
Make suggestions for new technology and equipment when necessary.
Key Relationships Internal:
Sales Operations Manager
Sales Operations Coordinator
Sales Account Team
CSR
Operations Manager
Operations Supervisors
HSDs (Head of Support Departments)
External:
Clients
Qualifications & experience:
Minimum education:
College education (bachelor’s degree).
Written and verbal fluency in English
Minimum experience:
Prior experience in a Customer Service Representative or production supervisory role
Proficiency with Microsoft Office tools: Word, Excel, Visio, PowerPoint, Project, Teams
Key Competencies:
Planning & Organization: strong time management and organizational skills
Team Working: Ability to work collegially as part of a team
Working knowledge of audio/video/film technologies
Service focus
Profile:
Passionate about resolving issues and finding suitable solutions to ensure quality and productivity is maintained
Ability to engage in detailed tasks
Conscientious
Self-organized, self-starter, able to work independently
Enthusiastic, positive
Strong analytical, communication and interpersonal skills
Key Performance indicators:
On-time and on budget start up of project
Client Satisfaction
Job Type: Full-time - 40hrs
Pay: Salary with PTO & Holidays - based on experience
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Sales and Customer Service
Industries
Broadcast Media Production and Distribution
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