1+ year of RW Premier CST experience preferred but not required
Excellent communication, time management, decision making, presentation, leadership, and organization skills
Ability to train new client users on effective use of the RW Premier platform
Knowledge of the accounting industry, as it relates to the services and products offered by Rightworks is desired
Requirements:
Prepare for and provide remote (or occasional on-site) project cutover training and support for new clients and their staff
Ensure a positive client experience and high client satisfaction throughout the project lifecycle
Provide leadership and coordination with assigned resources and firm points of contact for the workstation and local office re-engineering
Act on requests for newly installed apps and configuration requests
Job description
Job Overview The Project Cutover Specialist (PCS) is a highly motivated, personable, and flexible IT professional responsible for ensuring the success of project cutovers for onboarding, merger, and exit projects within Rightworks Firm Premier. Their primary role in the organization will be to provide an advanced level of technical support and training to our new clients that are migrating into the Rightworks Firm Premier environment. This could include onsite and online training for new cloud admins, partners, and staff members, as well as supporting all technical issues that come up during and immediately after a firm’s cutover. This position focuses on our cloud products and services requiring enthusiastic commitment to delivering world-class technology solutions and the highest levels of customer service. The Project Cutover Specialist must be comfortable with limited public speaking in addition to general "classroom" or "boardroom" type of training and support environments. Ultimately, your efforts will be essential in providing a positive first impression experience for our clients as they transition to our cloud environment. This is a remote work position, but travel to and from client sites may be required.
Responsibilities
Prepare for and provide remote (or occasional on-site) project cutover training and support for new clients and their staff.
Ensure a positive client experience and high client satisfaction throughout the project lifecycle
Provide leadership and coordination with assigned resources and firm points of contact for the workstation and local office re-engineering.
Migrating workstations to new domain and validating final configuration of each workstation prior to a firm’s training and go-live.
On-site hands for the Network Administrator while cutting over the firewall.
Conduct both formal and informal training for all people within a new client organization.
Must be comfortable with explaining new technology concepts to both tech-savvy as well as non-tech-savvy members of the firm.
Must be comfortable meeting with the firm's IT staff to explain the scope of services Premier does and does not provide.
Act on requests for newly installed apps and configuration requests.
Direct complex issues to relevant resources once all available troubleshooting options are exhausted.
Closely interact with the Project Manager, project resources, client contact, and other resources; communication with each member and the group will be imperative.
When not working on a project, the PCS will be involved in the day-to-day functions of Firm Premier support technicians.
Maintain in-depth understanding of the Rightworks procedures and processes.
Assist in further development of Rightworks help desk methodologies and procedures particularly pertaining to the project cutover needs of clients to streamline the transition to the Cloud.
Manage multiple tickets at a time.
Assist in developing team documentation, knowledgebase and best practice guides.
Provide technical support to Rightworks cloud servers, applications, and managed workstations.
Act as a liaison between a product vendor and clients when needed to resolve technical issues.
Instill client confidence in Rightworks infrastructure, processes, and personnel.
Travel onsite to build relationships with key members of the client firm's staff to build trust and improve working relationships between RN and client.
Assist other departments as needed.
Complete special projects and tasks assigned by management.
Head up EDR installs for existing clients as needed.
Requirements
1+ year of RW Premier CST experience preferred but not required.
Been a CST resource on project preferred.
Excellent communication, time management, decision making, presentation, leadership, and organization skills.
Ability to train new client users on effective use of the RW Premier platform.
Ability to translate sophisticated technical concepts into easy to understand, practical use cases to help new users get up to speed quickly and have a good first experience with the platform.
Knowledge of the accounting industry, as it relates to the services and products offered by Rightworks is desired.
Competency in various technologies such as Citrix, Microsoft, Networking, accounting and tax application troubleshooting
