Cloud Services Coordinator

Description

The Cloud Services Coordinator’s primary function is to help drive processes that lead to customer success for McLeod Software’s Cloud Services. They do this by identifying key stakeholders, internal and external, and creating a wholistic solution to fit the needs of the customer or business. In addition to this, the Cloud Services Coordinator will oversee the onboarding of new Cloud Services customers and their adoption of the platform. This role will assist other team members with the Cloud Services ticket queue.

Key responsibilities include:

• Drive process-oriented solutions for internal and external stakeholders
• Identify gaps or areas of improvement in existing areas and adapt solutions appropriately
• Help define and deliver milestones on multiple internal projects
• Communicate with customers to complete all tasks that are involved with implementing McLeod software within the Cloud Services infrastructure
• Coordinate with customer, customer IT team and Cloud Services technical staff to ensure that technical information is communicated accurately and efficiently
• Follow up with customers and assist with completing tasks as needed in a timely manner
• Monitor Cloud Services ticket queue and complete tasks when appropriate
• Work with other internal teams on new initiatives to improve customer experience
• Assist with projects as assigned
• Create and maintain documentation around departmental processes

Competencies:

• Ability to identify process improvement areas and implement effectively
• Knowledge of process life cycles
• Ability to keep tasks organized and prioritize them effectively
• Willingness to learn technical terminology with goal of translating jargon to customers in plain words
• Ability to adjust/set proper expectations with customers and de-escalate situations
• Strong written and verbal communication skills for external and internal customers

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Associate’s degree or 2 years experience in project coordination/management, information systems, or technical support

Bachelor’s degree preferred

Language Ability:

Ability to read, analyze, and interpret trade publications, technical documentation, reports, and other documents. Ability to respond to common inquiries from customers, peers, or members of the business community. Ability to write communications and documentations grammatically correct for routine business correspondence.

Computer Skills:

Knowledge of software productivity software and Windows server experience, ticketing software, remote session software.