Regional Operations Coordinator

This is a fully remote position, open to applicants in New York.

📋 Description

• Act as the operational intermediary among clients, Magna5 Customer Success Managers, and helpdesk leaders to guarantee prompt resolution and a smooth client experience.

• Oversee the procurement of hardware, software, and licensing, which includes quoting, ordering, and tracking until delivery.

• Comprehend clients' business goals and technical requirements.

• Offer expert advice and best practices to clients.

• Work in conjunction with sales, support, and technical teams on onboarding, implementation, and continuous support.

• Conduct regular check-ins with clients, address any concerns, and pinpoint upselling or cross-selling opportunities.

• Monitor client usage and adoption, recommending enhancements as necessary.

• Provide training and demonstrations of products to clients.

• Relay client feedback, needs, and requirements to internal teams.

• Keep abreast of industry trends and share insights with clients.

• Enhance internal processes and contribute to the growth of the company.

• Review monthly service billing for accuracy, including work types, covered services, and travel expenses.

• Examine No Charge and minimal time entries, adjusting billable terms when required.

• Act as a general point of contact for clients regarding inquiries, escalations, and hardware orders.

• Serve as a modified Customer Success Manager for designated clients and House accounts.

• Prepare quotes in eshop and Salesforce.

• Manage hardware, Microsoft 365, and contract renewals.

• Coordinate pre-sales projects, field service scheduling, contracted visits, projects, and service/incident requests.

• Participate in weekly meetings with the accounting team.

• Conduct client outreach via phone and email.

• Review and update Datarails information.

⛳️ Requirements

• 2-5 years of experience in a customer success or account management role, ideally within the IT industry or a Managed Service Provider.

• Strong technical expertise with a comprehensive understanding of IT infrastructure, networks, and systems.

• Technical experience is essential.

• Outstanding communication and interpersonal skills, capable of building rapport and establishing trust with clients.

• Demonstrated history of managing client relationships and providing exceptional customer service.

• Ability to grasp complex technical concepts and communicate them effectively to both technical and non-technical stakeholders.

• Strong problem-solving and analytical abilities, with a knack for swiftly identifying and resolving issues.

• Self-driven and results-focused, with a proven ability to work independently as well as collaboratively in a team setting.

• Excellent organizational and time management skills, capable of prioritizing tasks and meeting deadlines.

• A bachelor's degree in a relevant field is preferred.

🏝️ Benefits

• 100% remote position.

• Paid Time Off, including paid holidays and float holidays.

• Bonus potential based on individual and company performance.

• Highly competitive and flexible medical, dental, and vision benefits plans.

• 401(k) with employer match.

• Customized Life and Disability insurance plans.

• Full reimbursement for approved professional certification and career-enhancing opportunities.

• Opportunities for growth.

• An exciting and collaborative environment.