Delivery Support Specialist

About the role

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.

Responsibilities

• 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.

Requirements

• 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.

Qualifications

• Accountability: willingness to accept responsibility.
• Communication: exceptional written, oral, interpersonal, and presentation skills.
• Customer Oriented: desire to serve both external and internal clients.
• Energetic: ability to bring force or stamina to the position.
• Friendly: ability to behave in a beneficial, amicable, or favorable manner toward someone.
• Interpersonal: ability to develop and maintain relationships with others.
• Organized: ability to be structured and methodical in working skills.
• Relationship Building: ability to establish and maintain a good rapport and cooperative relationship with customers and co-workers.

Skills

• 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.

Preferred Experience and Skills

• 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.