What are the responsibilities and job description for the Cloud Services Coordinator position at Tom McLeod Software Corporation?
Purpose of this Position: 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.
Essential Duties and Responsibilities:
- 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
About Us
Since 1985, McLeod Software has provided powerful transportation management and trucking software solutions to the trucking industry. These solutions, developed entirely by our company, are comprehensive and support integration with a broad array of complimentary logistics products.
We are the leader when it comes to software for trucking dispatch operations management, freight brokerage management, fleet management, document imaging, workflow, EDI, and business process automation solutions for trucking, freight brokerage, third party logistics, and shipper companies in the United States.
With an established base of more than 1,200 active customers throughout North America, McLeod Software is dedicated solely to the transportation industry. This focus means we have a deep understanding of the needs and intricate details involved in carrier, broker, and freight management businesses of all types.
Participation in the trucking and brokerage industry is extremely important to McLeod Software. We have always believed that we benefit beyond our investment from our active participation in the industry's most important organizations. In addition to national organizations like the ATA, TCA, TIA, AFTC, NTTC, and NPTC we belong to and participate in over 20 state and regional organizations.
