CUSTOMER SUCCESS COORDINATOR, Procure to Pay

Customer Success Coordinator, Procure to Pay

The Customer Success Coordinator is a key member of the Procure to Pay (P2P) team at Boston University. The Customer Success Coordinator reports to the Customer Success Manager on the Shared Services team to deliver a seamless customer service experience for BUs customers and suppliers. The Customer Success Coordinator oversees all aspects of Customer Service, and in particular, the management of the P2P Service Now portal.

Major duties of this position include:

• Manages / Expands BU Customer Relationships.
• Promotes the P2P structure across BU by supporting the delivery of a seamless customer and supplier experience
• Delivers responsive customer service, within service level agreements, and compliant with policies and controls.
• Participates in daily operations calls to ensure effective delivery of the P2P mission.
• Collaborates with the Senior Associate Director of P2P Systems to support the optimization of all P2P systems, primarily Ariba, but including Fairmarkit, Visual Compliance, Amazon Business, DocuSign, Concur, Concourse, and OnBase.
• Drives Operational Excellence.
• Reviews daily Service Now ticket volume, observe trends and formulate recommendations for resolution.
• Ensures recommendations operate according to Service Level Agreements, Policy, Uniform Guidance, and established Controls.
• Ensures continuous improvement of the team's command of BU systems and processes to provide accurate and timely solutions to the community.
• Within SAP Ariba Buying & Invoicing, performs PO Closeout tasks, triages undeliverable POs, addresses questions about supplier registrations, and procurement system questions and issues

Required Skills:

• 0-3 years of direct experience in Procure to Pay generally and/or P2P-related Shared Services activities specifically with an emphasis on customer service.
• Working knowledge of operations pertaining to the procurement function.
• Experience working with and supervising one or more team members.
• Experience with relationship-building and communication skills.
• Demonstrated strong analytical and problem-solving skills.
• Ability to work optimally and collaboratively in a small, collegial team environment.
• Self-motivated, proactive, intellectually curious.

Preferred Skills:

• Higher education experience

Benefits/Other Information:

• Boston University's generous benefits package includes health, dental, life insurance, and paid time off! Full-time employees are also eligible for tuition remission for courses at Boston University. Note: the remission benefit extends to dependents as well. For more details on benefits, please refer to the Boston University benefits page.
• The department of Financial Affairs at Boston University values intellectual, cultural, and social diversity among its staff and students. We remain steadfast in our dedication to building a team that is inclusive and equitable and a place where all constituents can thrive.
• For all positions, we are looking for individuals who enjoy working with colleagues in a collaborative environment and who are flexible and creative. We strongly encourage applications from women and under-represented groups who share our interest in serving a university community with diverse needs, backgrounds, ethnicities, and abilities.
• Interested applicants are asked to upload a resume, list of references (if available), and submit a cover letter addressed to 'Hiring Manager Customer Success Coordinator'.
• We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, natural or protective hairstyle, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, pregnancy or pregnancy-related condition, or because of marital, parental, or veteran status. We are a VEVRAA Federal Contractor.