Client Liaison

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.

• 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.

• 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.

• 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.