Description

The Customer Delivery Specialist ensures seamless operations and exceptional service delivery to our clients. This position is responsible for generating standard quotes and work orders across a range of services including contract negotiation, strategic planning, research, vendor advisory, technology implementations, speaking engagements, SaaS agreements, single-phase work orders, and market overviews for contract negotiations.

Knowledge and Skills

• Quote and Work Order Generation: Create standard quotes and work orders accurately and efficiently for various services offered by Cornerstone, ensuring adherence to internal procedures and client requirements.
• Customer Support: Provide exceptional customer support by promptly addressing client inquiries, resolving issues, and offering assistance throughout the engagement process.
• Documentation and Administrative Tasks: Manage documentation processes such as references, sales deck reviews, DocuSign services, and other administrative tasks to support client engagements effectively.
• Operational and Project Management Support: Collaborate with internal teams to provide operational and project management administrative support.
• Data Analytics Assistance: Assist in data analytics tasks as needed, including data collection, analysis, and reporting to support client projects and strategic initiatives.

Problem Solving/Analysis

• Leverages their understanding of financial services consulting and Cornerstone’s offerings to ensure documents are accurate and delivered in a timely manner.
• Utilizes data analytics skills to collect and interpret relevant data to identify patterns, trends, and potential areas for improvement, enabling informed decision-making and solution development.
• Engages with cross-functional teams to brainstorm innovative solutions, drawing on diverse perspectives and expertise to devise tailored strategies that address client needs comprehensively.

Business Impact and Scope

• Meticulously manages documentation, quotes, and work orders, to ensure smooth operational processes, reducing errors, delays, and inefficiencies, effectively optimizing resource utilization, and enhancing overall productivity.
• Provides excellent service delivery that enhances to Cornerstone’s reputation for excellence in financial services consulting.

Communication and Collaboration

• Engages with clients in a professional manner, providing responsive communication, addressing inquiries, and facilitating information exchange to ensure client needs are understood and met effectively.
• Collaborates closely with internal teams such as sales and project management to exchange information, share insights, and coordinate efforts to deliver seamless service and support throughout the client engagement lifecycle.
• Actively participates in training sessions and knowledge-sharing activities within the team, sharing best practices, insights, and lessons learned to contribute to a collaborative and supportive work environment that promotes continuous improvement and professional growth.

Influence Responsibility/Level of Interaction

• Cultivates strong interpersonal relationships with clients, demonstrating active listening, empathy, and effective communication to understand their needs, address concerns, and build trust.
• Collaborates effectively with internal teams, including sales, project management, and senior leadership, through clear communication, active participation in meetings, and the ability to articulate insights and recommendations persuasively.

Supervisory Responsibility and Autonomy

• Supervisory Responsibility: None. The specialist may occasionally assist in training or providing guidance to new team members, contributing to their professional development within the Solution Operations team.
• Autonomy: The specialist operates within established procedures and guidelines, with a degree of autonomy to manage their workload, prioritize tasks, and make decisions related to their responsibilities. They are expected to exercise good judgment and seek guidance from supervisors when necessary, contributing to the efficiency and effectiveness of the operations team.

Qualifications

Technical Skills

• Proficiency in Microsoft Office Suite: Including Word, Excel, and PowerPoint for creating documents, spreadsheets, and presentations related to quotes, work orders, and client communications.
• CRM/ERP Software: Experience with Microsoft Dynamics software for managing client interactions, tracking sales leads, and documenting client communications and interactions.
• Document Management Tools: Familiarity with DocuSign document management tools for managing electronic signatures, document tracking, and ensuring compliance with legal and regulatory requirements.
• Data Analytics: Basic understanding of data analytics concepts and proficiency in tools such as Microsoft Excel for data manipulation, analysis, and reporting to support operational and project management tasks.
• Communication Tools: Ability to effectively communicate with clients and team members using various communication tools such as email, Microsoft Teams, and Zoom video conferencing software.
• Collaboration Tools: Experience with collaboration tools such as Microsoft Teams and SharePoint for coordinating tasks, sharing documents, and collaborating with internal team members on projects and initiatives.
• Technical Aptitude: Basic understanding of technology concepts and terminology related to SaaS agreements, technology implementations, and vendor advisory services to effectively support clients and internal teams.
• Adaptability to New Technologies: Willingness and ability to quickly learn and adapt to new technologies and software tools as needed to support evolving business needs and requirements in the financial services consulting industry.

Soft Skills

• Customer Service Orientation: Ability to demonstrate empathy, patience, and professionalism when interacting with clients, ensuring their needs are understood and addressed effectively.
• Communication Skills: Excellent verbal and written communication skills to articulate ideas, convey information clearly, and maintain effective communication with clients and internal team members.
• Problem-Solving Ability: Strong critical thinking and problem-solving skills to analyze complex situations, identify issues, and develop practical solutions to meet client needs and resolve challenges.
• Attention to Detail: Meticulous attention to detail to ensure accuracy in documentation, quotes, and work orders, and to identify and correct errors or discrepancies.
• Time Management: Effective time management skills to prioritize tasks, manage workload efficiently, and meet deadlines consistently in a fast-paced environment.
• Teamwork and Collaboration: Ability to work collaboratively with cross-functional teams, demonstrating flexibility, respect, and openness to diverse perspectives to achieve common goals and deliver exceptional service to clients.
• Adaptability: Flexibility and adaptability to navigate changes and challenges in the work environment, adjusting priorities and approaches as needed to meet evolving client needs and business requirements.
• Professionalism: Demonstrates professionalism in all interactions, maintaining confidentiality, integrity, and ethical conduct while representing the company and building positive relationships with clients and stakeholders.
• Resilience: Ability to handle pressure, setbacks, and challenging situations with resilience and a positive attitude, remaining focused and composed while finding constructive ways to address issues and move forward effectively.

Minimum Qualifications

• Bachelor's degree in Business Administration, Finance, or related field; or equivalent experience.
• Proven experience in customer support or client services roles, preferably in the financial services industry.
• Intermediate proficiency in Microsoft Office suite (Outlook, Word, Excel, PowerPoint) and collaboration tools (Teams, SharePoint).

Preferred Qualifications

• Experience with Microsoft Dynamics ERP software is a plus.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.