Technical Account Coordinator

Description

OpsReady is a powerful software for industrial operations. It has all the tools needed to plan, oversee, and complete work, configured (including integrations with other software) to work in exactly the way our clients need. It’s quick and easy to deploy and built to switch seamlessly between web and mobile devices. We’re an innovative, venture capital-backed technology company based in Canada, with operations throughout the US and Canada. We’re an expert, highly analytical and creative team. We care about life/work balance. We seek hard-working, good-natured team members who demand fun at work, and personal, peer and company achievement. OpsReady’s client success team provides premium, knowledgeable support to our clients throughout setup, configuration, and sustainment. This premium support is included in license agreement, and part of what makes OpsReady different. We are seeking a dynamic and organized individual to join our team as a Technical Account Coordinator. This role will report to the Implementation Manager and will be responsible for coordinating implementation with specific clients, including close coordination with the sales representatives and broader implementation team. We are open to remote individuals for this role. KEY RESPONSIBILITIES Be an authority on OpsReady scope definitions for commonly configured processes Be the primary owner of the defined scope of work document for each assigned customer account Fully understand customer objectives, technical requirements and timelines for configuration, deployment, and training Lead detailed requirements gathering with customers for new process implementation Effectively communicate complex technical requirements to the solutions team to facilitate process configuration Coordinate customer testing and configuration adjustments Lead and/or coordinate remote and/or on-site customer training sessions, including developing and maintaining training curriculum, support articles and client-specific articles and videos Coordinate and participate in client day-to-day activities, run meetings, monitor timelines, and track milestones to ensure success Make updates and track changes to ensure the scope of work document for each assigned customer is always accurate and complete Monitor customer use of all configured processes on a weekly basis to: promptly identify any situations where use is different than intended (eg tasks being left incomplete, sign-off not accomplished, etc) understand level of use (increasing/decreasing trend over time) identify potential process improvements Provide customer intelligence to Sales on key relationships, ROI reporting, and expansion opportunities to support account growth Maintain the customer relationship at the technical (operations) and management level Support sales in maintaining the customer relationship at a procurement and/or executive level Lead account reviews with customer on a quarterly or monthly basis (Sales to attend) Coordinate with Sales on contract renewals and expansions Identify opportunities for account expansion through technical and process conversations with customer contacts Communicate expansion opportunities to the Sales team Support the sales team in discussions to determine the scope of account expansions with existing customers Maintain expert knowledge of all product capabilities, including maintenance and improvement of product demonstrations Some travel will be required in this role SKILLS, ABILITIES & EXPECTATIONS Excellent (and demonstrated) written and oral communication skills in both technical and non-technical settings. Excellent (and demonstrated) presentation skills. Ability to build trust with both business and technical users in order to gather requirements and demonstrate product capabilities. Familiarity with one of more of the following industries: mining, utilities and renewables, oil and gas, consumer or industrial manufacturing, professional services. Strong organizational, problem-solving, project management and analytical skills. Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm. Able to manage a diverse set of sometimes competing priorities with proven ability to handle multiple projects and meet deadlines. Commitment to excellence, integrity and high-performance standards. Good judgment with the ability to make timely and sound decisions. Creative, flexible, and innovative team player. (Innovative solutioning is critical) Solid problem solving and troubleshooting skills coupled with a desire to always be learning more about ‘what’s next.’ Detail oriented and organized. Data-driven and self-motivated. A joy for life, desire for play, high expectations in personal and professional conduct, strong work ethic and a drive to win EDUCATION & EXPERIENCE Post-secondary degree or diploma in business, science, management, information technology, or equivalent 3 years of demonstrated experience and success in system implementation, change management, or as a business analyst or consultant, including tactical execution and project management Evidenced promotion Desirable to have experience in a technical customer-facing role Experience in a key client vertical (oil and gas, environmental services, heavy industry) is an asset.