Regional Operations Coordinator

POSITION SUMMARY

**Remote position. Primarily work from home.***

***New York Residence is highly preferred***

Magna5 provides a portfolio of managed IT services, including network and desktop management, cybersecurity, private and public cloud services and back-up and disaster recovery, to name a few. Our clients are small to mid-size enterprises that look to us to improve their IT performance, enhance the experience of their end-users and allow them to focus their resources on projects that are strategic to their organization’s business plan. We are seeking a highly motivated and experienced Regional Operations Coordinator. As a Regional Operations Coordinator, you will be responsible for ensuring our clients' satisfaction and success by delivering exceptional service and building strong relationships. The ideal candidate will possess a technical background and have 2-5 years of relevant experience in a similar role. Technical experience is mandatory.

RESPONSIBILITIES AND DUTIES

• Serve as the operational liaison between clients, Magna5 Customer Success Managers, and helpdesk leads to ensure timely resolution and a seamless client experience.
• Manage procurement of hardware, software, and licensing for assigned clients, including quoting, ordering, and tracking through delivery
• Understand clients' business objectives and develop a deep understanding of their technical requirements.
• Act as a trusted advisor, providing expert guidance and best practices to clients to help them achieve their desired outcomes and maximize the value of our services.
• Collaborate with cross-functional teams including sales, support, and technical teams to ensure smooth onboarding, implementation, and ongoing support for clients.
• Conduct regular check-ins with clients to assess their satisfaction, address any concerns, and identify opportunities for upselling or cross selling our services.
• Monitor client usage and adoption of our services, proactively identifying areas for improvement and making recommendations to enhance their experience.
• Provide training and product demonstrations to clients, ensuring they have a comprehensive understanding of our offerings.
• Act as an advocate for clients within the organization, communicating their feedback, needs, and requirements to the appropriate teams.
• Stay up to date with industry trends and advancements, and share knowledge and insights with clients to help them stay ahead of the curve.
• Continuously seek opportunities to improve internal processes and contribute to the overall growth and success of the company.

Below is an additional snapshot of tasks that would be included in this position.

Billing review

Review of monthly service billing for accuracy of work types, covered services, travel

Review of No Charge entries to ensure we are capturing billable time correctly

Review of minimal time entries such as email replies and adjust billable terms if needed

Client Services

General liaison for clients - inquiries, escalations, hardware orders

For assigned clients and House accounts function as modified CSM.

Quotes (eshop and Salesforce)

Renewals: Hardware, M365, Contracts

Pre-sales

Projects

Field Services Scheduling

Contracted visits

Projects

Service/incident requests

Renewals

Hardware - i.e. Firewalls, server hardware, switches, APs

MS365 - license renewals, audits and adjustments

Receivables

Weekly meetings with the accounting team

Client outreach - Phone and email

Datarails review and revisions