Service Delivery Analyst

2 weeks ago

Baltimore, United States Klik Solutions, LLC Full time
Job DescriptionJob DescriptionDescription:

Klik Solutions has evolved far beyond its origins as a Managed Services Provider (MSP). Today, we stand as a comprehensive technology solutions provider, offering a broad spectrum of services that go beyond traditional IT support. Our portfolio now includes digital marketing, data analytics, compliance, security solutions, and cloud expertise.


As a dynamic technology partner, we seamlessly integrate with our clients as their one-stop solution for diverse needs. Whether it's crafting robust IT structures, implementing strategic digital marketing campaigns, harnessing the power of data analytics, ensuring regulatory compliance, fortifying security measures, or leveraging cloud technologies, we are committed to delivering excellence across the technological landscape.


Our growth signifies a commitment to providing holistic solutions, adapting to the ever-changing technological landscape, and empowering our clients to thrive in the digital era.


The Account Manager / Project Coordinator serves as the single point of contact for all customer inquiries about the accounts they manage, including the management of assigned projects. The successful candidate will work directly with clients (or their representatives) to ensure deliverables fall within the applicable scope and budget. He or she will coordinate with other Klik Solutions departments (Sales, Technical, Support Desk, etc.) to ensure all aspects of customer inquiry or projects are compatible.


Role and Responsibilities:

  • Monitor and provide initial response and triage of all escalated customer requests
  • Identify, assign, and work with appropriate Internal resources to determine the requested delivery path
  • Communicate to clients clearly, address their concerns, and resolve any conflicts that arise
  • Raise clients’ business concerns and needs to the company’s management
  • Assist in negotiating and closing business contracts with existing and new clients
  • Prepare and present business and account updates to the company’s management and clients
  • Follow up with clients to ensure they are satisfied with the company’s products or services
  • Contributing information to sales strategies by assessing current product results, monitoring competitive products, assessing needs to be filled, and analyzing customer reactions
  • Assist in the definition of project scope and objectives, involving all relevant stakeholders.
  • Communicate with clients to take detailed ordering briefs and clarify specific requirements of each project/inquiry.
  • Develop a detailed project plan to monitor and track progress
  • Provide summarized meeting minutes to the client and stakeholders with action items appropriately assigned and delegated.
  • Manage changes to the project scope and schedule using appropriate verification and internal procedures.
  • Enforce proper project time and task tracking, specifically to analyze the successful completion of short and long-term goals.
  • Coordinate internal resources and third parties for the flawless execution of projects.
  • Ensure all projects are delivered on time and within scope and budget.
  • Create and maintain comprehensive project documentation
  • Ensure proper management and archival of project documents and artifacts by team members
  • Manage the relationship with the client and all stakeholders
  • Perform risk management to minimize project risks in terms of scope, schedule, resources
  • Perform special projects or management tasks as assigned by the Service Management Director
  • Use and continually develop leadership and professional skills, attend video conferences and training as required
  • Occasional after-hours and weekends are required, where the SDM is expected to check in and provide updates to stakeholders and clients.
Requirements:
  • Verbal and written communication skills
  • Excellent understanding of the company
  • Strong negotiation and customer service skills
  • Multitasking skills
  • Data collection and analysis skills
  • Listening skills
  • Interpersonal skills
  • Emotional intelligence
  • Familiar with a variety of the PM field's concepts, practices, and procedures
  • Proven working experience in project management/coordination not less than 1 year
  • Strong working knowledge of MS Office 365 (Project, Visio, Teams, etc.)
  • CompTIA Project+ or higher-level certification is a plus
  • Experience with ConnectWise Manage/Automate is a plus
  • Process Improvement
  • Performance Management

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