Essential Duties and Responsibilities include the following. Other duties may be assigned. 

• Manages implementation projects for New Business and Upgrade customers.
• Creates special project timelines and deliverables.
• Interfaces internally and externally to get special projects completed.
• Monitors and communicates special project risks and successes.
• Works to ensure appropriate internal staff is involved in escalated service and delivery issues.
• Prioritizes projects and ensures consistency and documentation.
• Provides exceptional customer service experiences to our customers.
• Manages internal scheduling for projects in conjunction with other Project Managers.
• Maintains project schedules to assure coordination with customer.
• Creates internal project documentation.
• Creates and distributes client deliverables including but not limited to timelines, responsibilities, and other client-facing items.
• Management of internal and external secondary milestones.
• Creates/updates work orders.
• Creates Statements of Work (SOWs).
• Works with Project Managers to standardize processes across all Project Managers.
• Checks progress of system build/testing and communicates that to all parties involved.
• Assists customers at annual McLeod Software User’s Conference.
• Continues improvement of technical knowledge and ability.
• Assures all items in internal customer management system are up to date.
• Serves as a point of issue escalation.
• Monitors client issues to make sure they are being addressed.
• Records time expenditures accurately and timely for billing to the customer.
• Keeps abreast of new product development at McLeod and trends in the trucking industry.
• Works after hours/weekends as required with management approval.

Competencies:

• A minimum of 3 years providing customers with software support.
• A working knowledge of McLeod software and/or the industry we serve.
• Excellent computer skills including experience with Microsoft Office Suite applications are strongly preferred.
• Ability to multi-task.
• Excellent time management skills.
• Ability to juggle several projects in different stages at once.
• Ability to communicate complex concepts to a broad range of customer end-users (professionals and non-professionals). 

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Bachelor's degree in Computer Science, Accounting, or Education.

Language Ability:

Ability to read, analyze, and interpret trade publications, technical documentation, reports, and other documents. Ability to respond to common inquiries from customers, peers, or members of the business community. Ability to write communications and documentations grammatically correct for routine business correspondence.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions with abstract and concrete variables.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software and working knowledge of McLeod’s software and/or the industry we serve. Experience with Microsoft Office Suite. Experience with Microsoft Project.

Certificates and Licenses:

PMP preferred.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

About Us

Since 1985, McLeod Software has provided powerful transportation management and trucking software solutions to the trucking industry. These solutions, developed entirely by our company, are comprehensive and support integration with a broad array of complimentary logistics products.

We are the leader when it comes to software for trucking dispatch operations management, freight brokerage management, fleet management, document imaging, workflow, EDI, and business process automation solutions for trucking, freight brokerage, third party logistics, and shipper companies in the United States.

With an established base of more than 1,200 active customers throughout North America, McLeod Software is dedicated solely to the transportation industry. This focus means we have a deep understanding of the needs and intricate details involved in carrier, broker, and freight management businesses of all types. 

Participation in the trucking and brokerage industry is extremely important to McLeod Software. We have always believed that we benefit beyond our investment from our active participation in the industry's most important organizations. In addition to national organizations like the ATA, TCA, TIA, AFTC, NTTC, and NPTC we belong to and participate in over 20 state and regional organizations.