Operations Client Liaison Jobs

Operations Client Liaison
Location: Remote
EDCi provides infrastructure and contact center technology services and solutions to clients
throughout the United States. Through our partnership and certifications with leading
technology providers, our customers receive the highest quality of product and service the
industry has to offer.
The Operations Liaison will play a crucial role in building and maintaining strong relationships
with clients. They will manage a portfolio of strategic clients and the client’s projects and
support cycles. They assist the project and support teams in managing risks, facilitating any
customer change management and act as the main communication hub between the EDCi
Support or Project Manager and the customer project or support stakeholders and sponsors.
As the Client Liaison, you will be responsible for overall client experience with EDCi’s
Customer Care Professional Services Organization. You will work closely with client leadership
and EDCi account management on behalf of the Project Manager or Support Manager to
facilitate customer change management, risk management as well as facilitate
communications in escalations for both projects and support with the customer.
Come join a high-performance team! At EDCi, we are more than just technologists. We are a
team passionate about the work we do and a family dedicated to building on our strengths and
improving our challenges both individually and collectively. EDCi is an organization that takes
pride in recognizing balance and the importance of family. If you’re a talented professional
looking to help lead a cutting-edge growing company and seek a flexible, family-oriented work
environment, we want to talk to you!
When you join the EDCi team, you’ll receive many perks, such as:

• Cell phone reimbursement
• Funded training and certifications
• Casual dress
• 401K match
• Paid holidays, vacation and sick time
• Health, dental & vision insurance
• Remote work from home
• Bring Your Own PC Policy

And much more!

Enabling Excellence in Communication and Technology

RESPONSIBILITIES:

• Work with the Project and Support Manager to bridge any client communications gaps

• Ensure development and execution of projects is progressing on track by managing risks

• Facilitate customer change management

• Keep a high-level view of key client support effort and projects

• Foster client team-centric environments

• Work closely with the project and support team and effectively communicate to the client

• Must have the ability to operate with minimal supervision and effectively communicate

• Ability to balance a portfolio of project and support work

• Understand how to drive efficiencies and profitability within the Customer Care

• Project risk identification and management

• Executive level representation of PMO. (ie. Attending customer specific meetings

• Handle direct AM questions that are not in alignment with project goals or

• Act as the go between for the project team, the customer and the EDCi sales team

• Work with the customer on all change management including:

• Manage project issues that have a potential of becoming a project risk

• 5+ years experience in Operations Management required

• 2+ years experience in communicating with C-level executives

• Expertise with Microsoft Project is a plus

• Willingness to travel to clients as the project requires

• Exceptional organizational, conceptual, and analytical skills