Regional Operations Coordinator

Summary

Magna5 is a managed IT services provider delivering network and desktop management, cybersecurity, private and public cloud services, and backup and disaster recovery. The Regional Operations Coordinator serves as an operational liaison for clients, manages technology procurement and service activities, and coordinates with internal teams to ensure client satisfaction, successful implementations, and ongoing support.

Responsibilities

• 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
• 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

Skills

• 2-5 years of experience in a customer success or account management role, preferably within the IT industry or a Managed Service Provider
• Strong technical background with a solid understanding of IT infrastructure, networks, and systems
• Exceptional communication and interpersonal skills, with the ability to build rapport and establish trust with clients
• Proven track record of managing client relationships and delivering exceptional customer service
• Ability to understand complex technical concepts and effectively communicate them to both technical and non-technical stakeholders
• Strong problem-solving and analytical skills, with the ability to quickly identify and resolve issues
• Self-motivated and results-oriented, with a demonstrated ability to work independently as well as part of a team
• Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines
• Bachelor's degree in a relevant field is preferred

Qualifications

Must Haves

• 2-5 years of experience in a customer success or account management role, preferably within the IT industry or a Managed Service Provider
• Strong technical background with a solid understanding of IT infrastructure, networks, and systems
• Exceptional communication and interpersonal skills, with the ability to build rapport and establish trust with clients
• Proven track record of managing client relationships and delivering exceptional customer service
• Ability to understand complex technical concepts and effectively communicate them to both technical and non-technical stakeholders
• Strong problem-solving and analytical skills, with the ability to quickly identify and resolve issues
• Self-motivated and results-oriented, with a demonstrated ability to work independently as well as part of a team
• Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines

Nice to Haves

• 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
• Tailored Life and Disability insurance plans
• Full reimbursement for approved professional certification and career enriching opportunities
• Exciting and collaborative environment, with growth potential