Customer facing
- Maintain existing customer relationships with regular meetings
- Review of current/past capabilities
- Act as trusted advisor to propose/quote new opportunities
- Maintain/provide weekly or monthly reporting of SOW usage
Resource facing
- Resources take day to day direction from SDM
- Maintain regular 1:1's to review work load and performance
Renew and Maintain existing Support SOWs on yearly, quarterly, ad hoc basis (100+)
- Track to PO completion, enter in TimeTracker, track usage
- Ensure resources have capacity to work as issues arise
Quote new Project SOWs as opportunities arise throughout the year (100+)
- Act as trusted advisor Business Customers to discuss best practices and approach for new work
- Provide work estimates and project outlines as needed
- Quote SOWs in SureSource and track to PO completion
- Enter in TimeTracker, track usage
- Assign resources to work
- Manage project as needed
- Facilitate kick off meetings
- Gather or help finalize requirements
- Provide target deliverable dates and regular updates
Hire additional resources as work exceeds current resource capacity or for new opportunities
- Candidate screening and interviews (including tech screens using current resources)
- Facilitate onboarding for resource
- Work with HKA for onboarding docs/tasks
- Order equipment, assist in log in and initial software requests
- Team/customer/work introductions
Run and maintain validation processes for 200+ SOWs between Time Tracker and SureSource
- Run weekly or at minimum before invoice closes to ensure clean invoice uploads
Follow up on invoice approvals in SureSource
Asset tracking
- Maintain list of all assets and balance with monthly invoice
- Address discrepancies
Time entry reminders for invoice cut-off's or holidays
Maintain Work Step Instructions/Standard Work for support areas
Maintain ServiceNow queues including SLA's and Knowledge Based Articles for support areas
Business reporting support
- Review, develop/create, and support business financials and other reporting/inquiries as requested (Ex: Resource tracker, Forecast, Headcount, Sales Reporting, etc.)