Professional Services Support Representative

A Career at PEAK Resources

Privately owned, PEAK was founded in 1991 in Denver by our current president and CEO Vince DeRose. In every situation we strive for excellence, from our technical and architectural efforts to our professional services and project management delivery. We do all of this with an explicit focus on integrity and the priorities of our clients. PEAK is selective in the partnerships that we choose to enter and we explicitly claim to not be “all things to all people”. As opposed to selling and claiming to be experts at an extremely large line-card of products, we feel that our focus on being excellent at the products and services we represent offers our clients a relationship with a much more specialized approach. 

 PEAK employs a highly experienced team of technology consultants, account executives, architects, engineers, and project management professionals. These positions are supported by a highly motivated and customer-focused team of professionals including accounting, customer service and operations personnel. We are looking for dynamic new individuals to join our growing team and we invite you to get to know more about our company and culture. We offer a great salary and commission plan, a full benefits package, flexible territory planning, amazing technical and engineering support and dedicated sales support personnel.

    Job Description

    Your job as a Professional Services Support Representative at PEAK Resources will include the following:

    • Responsible for all administrative customer support functions focused on supporting PEAK’s internal and remarketed professional services.
    • Working closely with PEAK’s Professional Services (PS) leader, Project Management Office and sales team, the Professional Services SR role will be responsible for managing all aspects of documenting and managing PEAK’s Statement of Work (“SOW”) process from initial creation to project contracting and initiation.
    • Will be expected to support Sales Customer Service Representatives in a backup role from time-to-time.
    • This role requires a high level of responsibility for ensuring customer satisfaction both for our clients and for our sales and service teams around managing and documenting PEAK’s customer-facing Scopes of Work, customer purchase orders and customer sign-off of services engagements.
    • This position is required to fully understand and support our overall business processes with a deep understanding of our professional services offerings.
    • Requires a high level of attention to detail, along with accountability for and ownership of the processes and procedures involved

    Required Skills

    • An understanding of professional services principles, functions, and activities.
    • An effective and proven communication process and methodology that supports our customers and overall professional services success.
    • A core belief in strong documentation and organization practices.
    • A strong work ethic that enables team work as well as independent work.

    Primary Responsibilities

    • Create services SOWs with guidance from PEAK’s professional services leader and project management office.Will include becoming proficient and gaining a deep understanding of our in-house services delivery capabilities, our partner and third-party-led delivery capabilities.You will learn and become well-versed in pricing and internal burden rates.
    • Manage the document flow from initial acceptance to completion sign-off with our clients, engineers, project managers and sales teams.Confirm customer requirements are accurately defined and proper expectations are being set for services engagements.
    • Act as the liaison between Professional Services, Engineering and Architecture, and Sales and Project Management to ensure accurate and timely communication, delivery of documents and proposals and services scheduling.
    • Communicate information to internal staff or clients as requested.
    • Help calculate and report on revenue and gross profit for the Professional Services team.
    • Gain a deep understanding of the Customer Relationship Management (CRM) tool (currently ConnectWise) in order to understand the flow of services transactions from Quote to Order.
    • Manage email communication to ensure all requests are answered and information is provided to appropriate staff or updated into CRM database.Ensure inquiries are answered in a prompt and professional manner
    • Maintain Companies, Contacts, Addresses and similar data in CRM database.
    • Assist with special projects and take on additional support tasks to ensure time is fully utilized.
    • Provide backup support for all other positions within the department.Cross training across multiple jobs is expected.
    • Maintain organization and structure to ensure work is correctly prioritized and that all deadlines are met.
    • Provide ongoing and frequent communication on workload, issues, and training needs to ensure a high level of service is maintained within the department.
    • Provide ongoing feedback, suggestions and work towards overall improvement of any PEAK processes.
    • Manage Document signatures and the application of DocuSign, ensuring that all signatures are obtained and documents are recorded into CRM tool.
    • Generate Utilization reporting and work to provide feedback, suggestions and improvements.
    • Run the Services Staff Meeting, maintaining and presenting ongoing reports to Executive level audience.
    • Provide documentation to PMO and participate in the meetings around SOW Tracking and communication

    Qualifications

    • Familiarity with document signing applications, like DocuSign.
    • Familiarity with CRM systems, like Connectwise, Keap, SalesForce, etc.
    • Familiarity with Accounting systems, like QuickBooks, GP Dynamics, etc.

    Compensation

    The annual salary for this position is $55K

    Benefits and Other Considerations

    PEAK Resources, Inc. is committed to the principles of equal opportunity employment, including but not limited to, recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

    • Multiple health insurance options including a High Deductible Health Plan that can be paired with health savings account.
    • Dental PPO plan.
    • Flexible Spending Account for health or dependent care savings.
    • Company-paid life insurance and long-term disability benefits.
    • Supplemental benefits for employees and eligible dependents including vision, voluntary life, short-term disability, accident, critical illness, and identity theft protection.
    • Company-paid wellness/lifestyle spending account benefit.
    • Benefits and HR support through internal personnel or our broker partners.
    • 401k plan with Company match including both traditional pre-tax and Roth plans.
    • Flexibility in schedule and time required in office.
    • 8 Paid holidays including 2 days at Thanksgiving and Christmas.
    • Paid time off (PTO) benefits.
    • Volunteer and community engagement opportunities

    PEAK Resources, Inc. is committed to the principles of equal opportunity employment, including but not limited to, recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

    Apply Now!

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    PEAK is an equal opportunity employer