Client Experience Specialist

Position Summary

Encore is seeking a detail-oriented Client Experience Specialist to manage our high-volume, transactional service engagements. In this role, you will independently own a specific portfolio of small projects and clients. You will be responsible for the execution of Time & Materials (T&M) and Fixed Price implementation work and ensuring our smaller, managed clients receive consistent service. Additionally, you will maintain the master resource schedule to ensure availability data is accurate across the department. This is an operational delivery role designed for someone who excels at process execution, financial tracking, and logistics. It serves as an excellent entry point into the Client Experience team with opportunities for future growth.

Responsibilities:

Project Management: Small Engagements & T&M

• Serve as the primary Project Manager for a portfolio of small, transactional engagements (e.g. T&M blocks, staff

augmentation, and hardware deployments).

• Manage the administrative lifecycle of these projects from setup to close-out.

• Review and approve time entries against project codes to ensure billing accuracy.

• Track project burn rates and budgets to prevent overages.

• Coordinate scheduling and dispatch for engineers assigned to these engagements.

Client Support:

• Act as the service-based primary point of contact for a defined list of small recurring service accounts.

• Manage standard service renewals and handle routine client inquiries.

• Execute standard client outreach (e.g. quarterly email check-ins) to maintain account health.

• Triaging incoming client requests and routing them to the appropriate technical teams.

Resource Scheduling:

• Maintain the master resource schedule for the delivery organization.

• Update resource availability based on time-off requests and project allocations.

• Verify resource availability before assignments are made to ensure schedule accuracy.

• Provide availability reports to management to assist with capacity planning.

Other duties as assigned.

Qualifications:

• 2 years of experience in project coordination, scheduling, or operations, preferably in an IT or Managed Services

environment.

• Experience with PSA (Professional Services Automation) tools is required (Experience with Certinia/Financial Force and

Salesforce is highly preferred).

• Strong proficiency in Microsoft Excel (filtering, VLOOKUPs, Pivot tables) and Office 365.

• Ability to manage high volumes of small tasks without losing track of details.

• Strong written and verbal communication skills.

Physical Requirements:

• Prolonged periods sitting at a desk and working on the computer.

• Occasional lifting, pushing, pulling up to 15 lbs.

• Hybrid position – in office and remote workdays.

Encore Technolgies is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.