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:
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:
Bachelor’s 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