Technical Project Specialist
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Job Description
Job Description
Job Overview:
The Technical Project Specialist plays a key role in ensuring a seamless customer onboarding experience and navigating the project lifecycle for our managed services customers. A successful TPS builds our initial relationship and is skilled at achieving a trusted relationship with our customers. While working closely with the customer success team and engineering teams, the TPS executes customer onboarding plans to ensure our onboarding timeline is met. A successful onboarding sets the tone and pace for the remaining contract term and is an essential part of the lifecycle of a contract. This role reports to the Customer Success Manager, indirectly reporting to the Customer Success Director.
The TPS will interact daily with the Cortavo support teams to:
The TPS will interact their assigned Cortavo customers to ensure:
Responsibilities:
Required Skills & Qualifications:
Preferred Qualifications:
Estimated Usage of Time:
Work Environment
The Technical Project Specialist plays a key role in ensuring a seamless customer onboarding experience and navigating the project lifecycle for our managed services customers. A successful TPS builds our initial relationship and is skilled at achieving a trusted relationship with our customers. While working closely with the customer success team and engineering teams, the TPS executes customer onboarding plans to ensure our onboarding timeline is met. A successful onboarding sets the tone and pace for the remaining contract term and is an essential part of the lifecycle of a contract. This role reports to the Customer Success Manager, indirectly reporting to the Customer Success Director.
The TPS will interact daily with the Cortavo support teams to:
- Drive customer onboarding and project activities by working with our Service Desk, Field Services, and Engineering Managers
- Coordinate/ensure all tasks related to client onboarding are being completed within expected timeframe
- Ensure that procurement is happening as expected
- Field engineer scheduling for onsite activities (site surveys, hardware installations)
- Validate orders for internet and other services that may need to be provisioned
The TPS will interact their assigned Cortavo customers to ensure:
- Customers understand onboarding experience with timeline and milestones
- Review and coordinate activities with Customer Success Managers
- Project definition, project planning, date setting, milestone tracking, cost calculation
- Interact with the vendor manager on behalf of the customer to accomplish onboarding/project requirements
- Identify project needs in current IT processes to oversee and work with engineering team to complete
Responsibilities:
- Anticipate customer needs and proactively addressing them throughout the customer onboarding, ultimately positioning accounts for continued success.
- Ensure timely and successful customer onboarding to help customers realize the business value of our partnership and offerings.
- Engage client interaction while developing lasting relationships.
- Provide process improvements within the onboarding experience to reduce turnaround time.
- Maintain customer satisfaction by engaging other teams and removing roadblocks.
- Develop customer onboarding documentation templates.
- Generate a high level of communication with meeting recaps.
- Maintain customer information records, including gathering information about that customer and making sure that information is up to date in applicable systems (AutoTask, Salesforce, etc).
Required Skills & Qualifications:
- Bachelors degree, Business Administration or related field
- Minimum 3 years project management experience
- Experience with technical project management (HaaS, SaaS, IT services)
- Experience in a customer service/success environment/implementation/project management environment
- Experience with Project Management Systems (Autotask)
- Proficiency in Microsoft Office Suite & Microsoft Teams
- Proficiency in Google Suite, particularly Gmail and Google Docs
- Strong written and verbal communication skills; empathetic customer service approach
- Excellent organizational, time management, and multitasking capabilities
- Empathy for customer when delays or issues occur
- A true note-taker; drive for accomplishing task on-time or ahead of time
Preferred Qualifications:
- Technical and/or complex project management experience (> 50 steps to onboard
- Managed Service Provider experience. Previous experience in a similar role or in a helpdesk environment is highly beneficial
- Familiarity with IT hardware, software, and managed services technology
- Familiarity with tools and technologies that small businesses commonly use is also valuable
Estimated Usage of Time:
- 70%- Customer Onboarding/Offboarding
- 15% - Lifecycle Projects
- 10% - Invoicing QA
- 5% - Professional Development
Work Environment
- Competitive salary, as well as employer, contributed health benefits
- Unlimited paid time off
- Marietta, GA office location
- Access to a Company cell phone plan
- A seat on an energetic team that collaborates and pushes each other to be better
- A fast-paced but cooperative environment with endless potential for growth
- Celebration events for team and Company successes throughout the year
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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