Coordinator, Cloud Services

Job DetailsDescriptionPurpose 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 ResponsibilitiesDrive process-oriented solutions for internal and external stakeholdersIdentify gaps or areas of improvement in existing areas and adapt solutions appropriatelyHelp define and deliver milestones on multiple internal projectsCommunicate with customers to complete all tasks that are involved with implementing McLeod software within the Cloud Services infrastructureCoordinate with customer, customer IT team and Cloud Services technical staff to ensure that technical information is communicated accurately and efficientlyFollow up with customers and assist with completing tasks as needed in a timely mannerMonitor Cloud Services ticket queue and complete tasks when appropriateWork with other internal teams on new initiatives to improve customer experienceAssist with projects as assignedCreate and maintain documentation around departmental processesCompetenciesAbility to learn internal software and systemsAbility to identify process improvement areas and implement effectivelyKnowledge of process life cyclesAbility to keep tasks organized and prioritize them effectivelyWillingness to learn technical terminology with goal of translating jargon to customers in plain wordsAbility to adjust/set proper expectations with customers and de-escalate situationsStrong written and verbal communication skills for external and internal customersQualificationsTo 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/ExperienceBachelor's degree in Information Systems or a related technical discipline; or 4+ years of experience in project coordination, project management, information systems, technical support, or a related field; or an equivalent combination of education, experience, and applicable certifications.Intermediate proficiency with Microsoft Office Suite required.Experience with Windows servers, ticketing systems, and/or remote session software required.Knowledge of productivity software preferred.Experience with enterprise software and/or the transportation and logistics industry is a plus.Why McLeod?At McLeod Software, we believe that our employees are our greatest competitive advantage. Each employee contributes directly to McLeod Software’s growth and success. When you join McLeod, you’re joining a company that’s built for the long haul—with a clear vision, strong leadership, and a commitment to investing in our people.