Client Liaison

Encore Technologies; Cincinnati (OH); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Encore Technologies is seeking a results-oriented Workspace Client Liaison to coordinate and deliver services to our clients. The role requires strong organization, timely communication with clients and internal teams, and the ability to meet deadlines across multiple projects.

You will act as the SPOC for assigned clients, gather and document requirements, and monitor milestones while collaborating with vendors to ensure on-time service delivery.

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.

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.

Skills

Organizational skills

Communication skills

Customer service

Education

Associate’s or Bachelor’s degree in Business/IT/PM

Tools

Microsoft Office

Visio

Lucidchart

Project management software

Ticketing systems

Job description

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.