Coordinator, Cloud Services

McLeod Software•Hoover, AL

About The 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.

Requirements

Ability to learn internal software and systems
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
Bachelor'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.

Nice To Haves

Knowledge of productivity software preferred.
Experience with enterprise software and/or the transportation and logistics industry is a plus.

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