Senior Account Coordinator

Description

Hello, we're Augeo – we are a global leader in enterprise-level engagement and loyalty platform technology, delivering compelling experiences and fostering meaningful connections for employees, consumers, members and channel partners across many industries and verticals. We serve hundreds of clients, including 70+ Fortune 500 companies, representing millions of end users. 

The Senior Account Coordinator provides operational and client program support to a team of Account Managers, with responsibility for accurate execution, research and analysis, report verification, system configuration/updates, participant support, documentation, and issue investigation. The role independently troubleshoots operational and system-related questions, identifies root causes, recommends practical solutions, and helps improve processes, efficiency, and the client and participant experience.  

• Manage operational tasks for one or more accounts and perform general project management/account management responsibilities, including coordination of deliverables, issue resolution, documentation, and client communication. 
• Serve as an initial point of escalation for Customer Support on designated accounts; investigate issues, gather relevant details, troubleshoot potential causes, coordinate with appropriate partners, and drive issues toward timely resolution. 
• Manage multiple priorities, independently drive assigned work forward, and provide clear, timely updates regarding progress, risks, dependencies, and next steps. 
• Attend relevant client/program meetings to gain a full understanding of projects and to ensure understanding of overall project/program objectives. 
• Attend all Client Delivery team meetings and training to ensure understanding of the basics of Account Management. 
• Create, maintain, and continuously improve accurate documentation of program processes, procedures, requirements, decisions, and troubleshooting steps; refine processes and systems to improve productivity, organization, consistency, and efficiency. 
• Serve as back-up support to Account Managers on designated accounts; includes client communication. 
• Identify opportunities to reduce manual effort, prevent recurring issues, and improve the day-to-day experience through process improvement, standardization, automation, and appropriate use of technology. 
• Partner cross-functionally with Account Management, Customer Support, Operations, Technology, and other teams to troubleshoot issues, close process gaps, and document solutions for repeatable use. 
• Investigate operational, participant, reporting, and system-related challenges by gathering facts, validating data, reproducing issues when possible, identifying root causes, and recommending or implementing solutions. 
• Work on other special projects as assigned. 

Demonstrated commitment to Augeo core values: 

• Collaborative 
• Objective 
• Responsive 
• Earnest 

• Four-year college degree preferred or 3+ years of relevant business, client support, account coordination, operations, or comparable experience. 
• Comfort with web-based technologies, along with the ability and desire to learn, navigate, and troubleshoot new business, technical, and operational systems and platforms, and apply them to daily responsibilities and projects. 
• Excellent written and verbal communication skills. 
• Microsoft Suite proficiency. 
• Strong investigative, problem-solving, and research skills, including data accuracy and validation, with comfort working across multiple systems and sources of information; able to move from symptoms to root cause and recommend practical solutions. 
• Excellent attention to detail and follow-up skills. 
• Strong organizational skills, with the ability to support multiple projects simultaneously and meet deadlines. 
• High degree of personal confidence, enthusiasm, and accountability, with the ability to thrive in a team environment. 
• Demonstrated ability to create clear, accurate, and usable process documentation, procedures, issue notes, and knowledge resources. 
• Experience with AI and automation tools, or a strong desire to learn and apply them, to enhance efficiency, automate appropriate routine work, support research and problem solving, and make the workday easier. Embraces a human-centered approach in which AI and automation support—rather than replace—thoughtful human interaction, judgment, collaboration, and service. 

• Individual performance against role responsibilities, service expectations, quality, accuracy, and timeliness. 
• Ownership, sound judgment, problem solving, and ability to independently drive issues and work to resolution. 
• Fiscal responsibility to company and projects. 
• Service excellence for clients, participants, and internal customers, including effective communication and follow-through. 
• Contribution to process improvement, documentation quality, knowledge sharing, and appropriate use of technology/automation to improve efficiency. 
• Goal attainment as set forward by manager. 

Candidates local to an Augeo office are expected to work a hybrid schedule. Candidates outside commuting distance of an Augeo office may work remotely. 

Applicants must be legally authorized to work in the United States at the time of application and throughout employment. This employer does not provide visa sponsorship now or in the future for this position, including but not limited to H-1B, TN, or other employment-based visas.

At Augeo, we believe diverse perspectives drive innovation and strengthen our culture. We are committed to creating an inclusive workplace where all individuals have the opportunity to thrive. Augeo is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable law.