Careers

The Client Experience Coordinator allocates the Medicus IT’s technical resources. This individual is responsible for attaining maximum utilization of technical and material resources through daily dispatch of service requests, monitoring and managing incoming client requests so that they can be dispatched for optimal client service and business performance, managing materials utilization and hardware inventory, and participating in project planning, solution delivery.

Technical Resource Allocation:

• Single point of contact to clients for all service requests made via telephone and through the Medicus IT ticketing system
• Planning for and Managing technical resource availability, with the objective to maximize utilization of billable resources
• Ensure accuracy of all service requests as they arrive through email, manual entry, or direct customer input, prior to scheduling resources
• Schedule internal and field resources on ConnectWise dispatch portal
• Monitor resource schedules to ensure prompt time entry on service requests
• Advocating for technical resource allocation as required
• Manage Past Due Tickets, following up with engineers, reassigning to appropriate resources as required
• Communicate with clients as required to keep them informed of incident progress, notification of impending changes and agreed upon outages
• Escalate service requests that cannot be scheduled within agreed upon service levels

Hardware and Materials Management:

• Maintaining Inventory levels for commonly used technical components
• Manage and schedule pick-up and proper destruction of all recycled hardware
• Receive packages into ConnectWise following approved Medicus IT procurement and receiving processes

Reporting and Project Participation

• Participate in project planning, solution delivery, mentoring and teaching improved processes to team members
• Daily Management and Reporting of Metrics deemed critical to operational success
• Time, service work and expense entry in ConnectWise, as transactions occur
• Completes assigned training and blueprints in ConnectWise University

Desired Skills and Experience:

• BA/BS in a Computer-related or similar field of study OR commensurate combination of experience and education.
• 2+ years of IT Customer Service experience, preferably in an MSP environment
• Must be a team player and enjoy a fast-paced environment
• Ability to multitask and effectively prioritize client issues
• Excellent problem-solving and customer service skills
• Excellent written and verbal communication skills

Roles and Responsibilities:

• Consultative Selling: Qualifies potential matches for Medicus Managed and Professional
  Services; builds rapport and establishes trust; asks questions to discover
  client business needs; applies product and market knowledge effectively;
  Presents solutions that meet customer objectives; Manages and documents Quarterly
  Business Review process.
• Provides prospect/client guidance through short and long term strategic planning;
  continuously being mindful of where Medicus IT may make a contribution to the
  client’s long-term business success.
• Client Service: Maintains calm, pleasant, respectful attitude, displays empathy and
  courtesy; Resolves difficult or emotional situations; Delivers promptly on
  commitments; Takes responsibility for resolving customer issues; Submits client
  feedback to improve service.
• Identifies at-risk client relationships and leads the team to correcting any identified
  issues.
• Sets and manage potential clients’ expectations, and convincingly oversee the
  delivery of comprehensive proposals that provide ROI and to show payback
  justification.
• Ensures that clients are so satisfied that they readily agree to be strong, positive
  references for future clients. Proactively develop client testimonials.
• Build,foster, maintain and fortify strong, positive relationships with all participants
  during all phases of new and ongoing projects to ensure client
  satisfaction. This includes all Medicus IT partners and all third-party service providers
• Maintain overall coordination during multiple project implementations. Oversee the
  construction and execution of detailed client approved project plans.
• Serve as communication interface between the client, the sales team, services teams,
  and any other involved.
• When our primary contact changes, onboard the new person like a new client
• Works with Service Delivery Leadership to compile QBR reviews and applies judgement
  and industry knowledge to prioritize recommendations.

Desired Skills and Experience:

• MSP specific experience strongly desired (ConnectWise experience preferred).
• A four-year degree from an accredited college or university is required.
• Certification from recognized project management institutions is preferred.
• 5+ years in an IT Business related role working with C-Level and IT Management.
• Communications – Verbal: Listens and repeats back for
  clarification; Communicates in understanding manner; Adapts tone and style to
  individual; Communicates clearly with all audiences; Demonstrates effective
  presentation skills; Presents persuasively when appropriate.
• Communications- Written: Writes in an understandable
  manner; Communicates clearly and efficiently; Adapts writing style to audience;
  Checks work for spelling and grammar; Incorporates numerical data effectively;
  Formats documents for quick review.
• Business Ethics: Treats people with respect; Keeps commitments; Inspires the trust of
  others; Works with integrity and ethically; Upholds organizational values.
• Negotiation Skills: Clarifies interests and positions of all parties; Adjusts tactics to
  achieve desired results; Manages conflict, manipulation, and strong emotions;
  Develops alternative options for mutual gain; Builds consensus through give and
  take; Maintain knowledge of solution pricing policies and sales initiatives.
• Demonstrated Sales Skills: Achieves sales goals; Overcomes objections with persuasion and
  persistence; Maintains customer satisfaction; Maintains records and promptly
  submits information; Displays tenacity with the ability to handle rejection.
• Teamwork: Balances team and individual responsibilities; Exhibits objectivity and
  openness to others’ views; Gives and welcomes feedback; Contributes to building
  a positive team spirit.
• Time Management: Plans how to achieve key priorities weekly; Reviews results of time
  plans weekly; Schedules time realistically; Achieves key priorities daily;
  Balances personal and professional objectives
• Relationship builder: Builds ongoing business relationships with prospective clients and
  with new and established clients based upon personal integrity and achieving
  proposal goals.
• Motivator: Leads by example with a positive, achiever attitude resulting in results-rich,
  enjoyable client, manager, and staff work environments.
• Leadership: Mentors less senior managers and staff to achieve successful implementations,
  thus enhancing their careers as well as company goals.
• Executive Influencer: Capable of presenting to and influencing at the C-level.
• Possesses strong business and IT hands-on experience.
• Ideally, the successful candidate will have experience with diverse hardware platforms,
  software products, desktop technology (Windows and/or Apple), client/server, open
  systems protocols, etc
• Client relationship management experience and competence is required including
  detailed, clearly documented, client business development, presentations and
  plan approvals for small and large-scale projects.
• Experience is required with clients’ business and technology issues relative to the identified
  client business goals.
• Maintain a good attitude in stressful situations.
• Maintain and advocate for a high degree of professionalism when dealing with vendors,
  clients and internal stakeholders.
• Understands importance of clear and concise documentation.
• Demonstrate excellent customer service skills.
• Ability to define project / service requirements.
• Ability to work with limited supervision and direction.
• Successful completion of designated Certifications.
• Excellent problem-solving and customer service skills.
• Knowledge of Invoicing, A/R, Budget Development and Performance Planning. Strong
  attention to detail and ability to follow through on commitments