Client Liaison

Position Summary

The Workspace Client Liaison assists in the coordination and delivery of Services to Encore Technologies’ customers. This role will require a candidate who is organized, timely, and capable of communicating with both clients and internal teams to ensure deadlines are met.

Responsibilities:

· Coordinate service delivery activities, resources, schedules, and communication to support Encore Technologies’ clients.

· Serve as a liaison between clients, internal teams, and third-party vendors to ensure timely and successful service delivery.

· Gather, document, and communicate client requirements, objectives, and deliverables.

· Monitor project and service-related tasks to ensure milestones, deadlines, and customer expectations are met.

· Analyze business processes and workflows; develop process documentation and workflow diagrams using tools such as Visio or Lucidchart.

· Act as the designated Single Point of Contact (SPOC) for assigned clients, services, workflows, or service-related initiatives.

· Coordinate with vendors and service providers to obtain resources, schedule services, and resolve delivery issues.

· Identify, assess, and communicate risks, dependencies, and potential service impacts to stakeholders.

· Create and maintain service documentation, knowledge base articles, procedures, and training materials to support frontline support teams.

· Utilize project management, ticketing, and collaboration tools to organize, track, and communicate service activities.

· Provide status updates and reporting to clients and internal stakeholders regarding service progress and outcomes.

· Support process improvement initiatives by identifying opportunities to enhance efficiency, communication, and customer satisfaction.

· Provide guidance and task coordination for Service Support Staff on an as-needed basis.

· Perform other duties and special projects as assigned.

Qualifications:

· Associate’s or Bachelor’s degree in Business, Information Technology, Project Management, or a related field preferred.

· 1-3 years of experience in client services, project coordination, service delivery, IT operations, or a related role

· Experience with tools such as Microsoft Office, Visio, Lucidchart, project management software, and ticketing systems.

· Experience in Technology or technology-adjacent industries is preferred.

· Familiarity with project management methodologies and workflow analysis.

· Project Coordination, Project Management, Business Analysis, or related certifications are a plus.

· Strong organizational, communication, and customer service skills.

· Ability to manage multiple priorities and deadlines in a fast-paced environment.

Physical Requirements:

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

· Occasional liftin pushing, pulling up to 15 lbs.

· Hybrid position – in office and remote workdays.