Job Description

Job Description

Job Description

As a Client Services Coordinator, your role may include ongoing individual or group training, writing documentation, troubleshooting system issues and acting as the interface between the Agency and #Utility resources to answer questions and resolve issues.

RESPONSIBILITIES AND DUTIES

• Participate in kickoff meetings to understand expectations, introduce team members and discuss timelines

• Work directly with the agency to understand how they conducted business prior to Kologik and to work with the Agency to determine any differences in processes when transitioning to Kologik solutions

• Attend regular meetings to communicate progress with stakeholders and other teammembers and to request updates and assistance if appropriate

• Perform system configuration and new user setup

• Document any issues in Kologik’s ticketing system

• Work with Kologik team to resolve issues and communicate updates back to the Agency

• Write documentation regarding the use of the system and how it differs from past processes

• Conduct individual or group training on request

• Attend Agency meetings as requested to capture requirements, provide updates and assist in adoption of the system

• Provide system usage reports to management and recommend solutions to increase usage if desired by agency

• Create and nurture relationships within the Agency at multiple levels

• Act as the primary point-of-contact for the Agency and Kologik resources

• Work on special customer projects as requested

EXPECTATIONS

• Embody and exemplify Kologik’s core values:

• WINNING MINDSET – Hungry, driven, passionate, execution focus, committed, sense of urgency

• COACHABLE CHANGE AGENTS – Fail quick and learn, continuous improvement, critical thinkers – question why, innovative

• SERVANT LEADERS – When no one is looking, we do the right thing, teamwork, collaborative, not siloed, customer-centric

• Exceptional and responsive customer service

• Organized and detail oriented

• Make the customers job easier

• Set expectations properly for our customers

• Stay on top of deadlines and progress

• Excellent people and communication skills

• Possess superior problem-solving skills

• Think “outside the box”

• Work with innovative, cutting-edge technologies and applications

QUALIFICATIONS

• Minimum two years' experience managing customer facing projects. Experience with SaaS projects highly desirable

• Proficiency in all Microsoft Office applications

• Sound technical knowledge

• Organized

• Works well with others

• Open and receptive to feedback from team members, supervisors, and stakeholders

• Can pass a background check

• Tenacious

• Self-starter

• Self-motivated

• Bachelor’s degree or equivalent experience required

• Previous experience with a software company preferred

• Proven experience working in an Implementation role preferred

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