Professional Services Support

Professional Services Support

The associate support rep will work with the manager of professional services as well as team associate professional services managers to handle certain primarily administrative tasks to a strong level of detail in order to keep projects moving and prepare content for the teams to aid in efficient discovery. This would include for example, holding incoming inquiries until scheduling is successful, reassigning them when scheduled, or closing them out per our procedure list on a given cadence if not. As well, per certain project types, will use our documentation to pull certain exports or data points from a client site to enhance and inform discovery and pre-discovery vetting. Ad hoc tasks of similar nature may also fall into this role.

How You'll Add Value:

• Conduct standardized reach outs to clients with incoming inquiries via Freshdesk to prompt for scheduling or ticket closure.
• Coordinating weekly and biweekly communications as indicated by the Associate Professional Services Manager for projects where we are awaiting client return of data for next steps.
• Redirecting questions that arise in these reach outs to the appropriate members of the professional services delivery team.
• Prepare scope of work templates with Professional Services Manager's detailed notes, prompt for review, and send Docusign agreements from CPQ for signature.
• Sends pre-drafted next steps once a project contract is executed and reassigns to project owner (sending out indicated next step notes, links to schedule, and updating tracking).
• Helps to enforce project velocity by checking in with clients to prompt scheduling for outstanding calls and return of data compilations requested per our guidelines, preventing and resolving client created delays and bottlenecks.
• Inputs standard support requests for given project types (using canned responses to get a sandbox set up for example).
• Executes standardized component processes as part of the project team and provides validation of completed work for ease of oversight.
• Prepares pre-defined stats or reporting information from client sites to increase efficiency of discovery process.

What You'll Need To Be Successful In This Role:

• Experience with excel, outlook, and slack or similar team communication tools.
• Experience with Monday.com, salesforce, calendly, and Freshdesk, a plus.
• Strong organizational skills and eye for detail.
• A strong tendency to follow documentation rules and note exceptions early if applicable.
• A friendly, delightful communicator with clear written and verbal communication skills.
• Previous experience in R365 support.