Delivery Support Specialist

Description

The Delivery Support Specialist role is primarily responsible for ensuring efficient and smooth day-to-day operations of the delivery team processes and projects. This individual works closely with multiple Team Leads, Solutions Consultants, and business units to schedule, coordinate, and help progress opportunities. 

• →Collaborate with Inside Sales and Accounts Receivable (AR) departments to monitor the business unit service intake boards and new delivery service engagements. 
• →Monitor and respond to requests for presales support and work with the delivery team to assign resources. Provide scheduling and collaboration support.
• →Quote services sold/supported by business units, where appropriate. Ensure accurate margin, pricing, and descriptions of product when quoting to clients.
• →Monitor contract and license expiration dates sold/supported by delivery service team and coordinate with Sales to facilitate timely renewals, cancellations or service modifications.
• →Create Statements of Work (SOW) that fit established guidelines and provide specialized support for SOWs needing customization or deeper technical scoping.
• →Assist Business Unit Leaders with quoting, opportunity analysis and forecasting to improve resource scheduling and project planning. 
• →Troubleshoot billing errors and ensure accurate client-facing credits and/or rebills with AR Team, as needed.
• →Support accounting on service agreement setup and invoicing.
• →Review accounting agreements for accuracy, where appropriate.
• →Collaborate effectively with colleagues in Sales, Finance, and other business units.
• →Provide innovative ideas on sales support process improvements and development of services.
• →Assist with marketing activities and special projects as defined by the Operations Manager.
• →Perform and support activities related to business-unit–specific processes
• →Monitor weekly business unit timesheets for timely submission and accuracy. Assist in troubleshooting any issues or discrepancies that prevent proper submission.
• →Participate in scheduled meetings with Leadership, as requested.
• →Provide administrative or clerical support, as needed, for team.
• →Attend team educational events to maintain a high-level understanding of the technologies and services offered by the delivery teams.
• →Cross train with other team members supporting different business units.

• Accountability: Accountability looks at the extent to which an individual is willing to accept responsibility. 
• Communication: Ability to promote understanding through exceptional written, oral, interpersonal, and presentation skills.
• Customer Oriented: Customer orientation implies a desire to serve both external and internal clients by focusing effort on meeting the clients’ needs, understanding their concerns, and seeking to build trust. 
• Energetic: Energy looks at how much force or stamina the individual can bring to the position. 
• Friendly: Friendliness looks at the ability of the individual to behave in a beneficial, amicable, or favorable manner toward someone. 
• Interpersonal: Interpersonal skills look at the ability of the individual to develop and maintain relationships with others. 
• Organized: Organizational skills looks at the ability of the individual to be structured and methodical in working skills. 
• Relationship Building: Relationship building looks at the ability of the individual to establish and maintain a good rapport and cooperative relationship with customers and co-workers. 

• 2+ years of administrative and/or office support experience including scheduling, planning, etc. 
• 1+ years of experience utilizing a ticketing or service management platform to manage scheduling, assign tasks, monitor work progress, produce reports, and support operational research. 

• 2+ years working as an inside sales representative, project manager/coordinator or business analyst.
• 1+ years in a customer service role

• Exceptional organizational and time-management skills.
• Understanding of general accounting and profitability/margins
• ConnectWise Service Module Certification

Equal Opportunity Employer - Including Disabled and Veterans

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• Bachelor’s Degree or equivalent experience
• Proficiency in the use of Microsoft products including Outlook, Word, Excel, and PowerPoint
• Effective communication skills for collaborating across teams and supporting operational alignment