Customer Operations Analyst - Connect Practice

About the Role

The Customer Operations Analyst at EliteOps plays a pivotal role in supporting the execution of sophisticated, multi-location technology initiatives for some of the company's largest enterprise clients. This individual acts as the critical link between EliteOps and customer contacts, managing the gathering, verification, and organization of essential data concerning sites, applications, users, and network infrastructures required for successful deployments.

Success in this role demands meticulous attention to detail, strong interpersonal abilities to cultivate trust with busy technical and business personnel, and persistence to repeatedly follow up until comprehensive, accurate information is obtained.

Primary Responsibilities

• Function as a dependable daily contact point for customer stakeholders spanning widespread geographic accounts.
• Develop and sustain professional and trusted connections with technical leads, business managers, and site representatives.
• Facilitate scheduling, coordination, and execution of regular stakeholder meetings and check-ins.
• Represent EliteOps with professionalism, ensuring clear, organized, and timely communication across multiple concurrent conversations.
• Attend internal and client meetings, producing clear, structured notes highlighting decisions, action points, and unresolved queries.
• Distribute concise meeting summaries promptly while maintaining an organized, searchable archive of communications and commitments.
• Monitor action items to completion, maintaining current logs of ownership and deadlines.
• Collaborate with internal teams and external project management offices to compile, validate, and systematize information about site inventories, applications, user details, and networks across numerous locations.
• Proactively pursue incomplete or inconsistent data with diplomacy, following up as often as necessary to ensure full accuracy.
• Maintain a singular, well-organized source of truth for all client data collected.
• Detect and resolve inaccuracies, discrepancies, or missing information within collected data.
• Assist in tracking project milestones, deliverables, and tasks with up-to-date documentation like trackers and checklists.
• Generate status reports, summaries, and dashboards tailored to internal and client needs.
• Raise awareness of risks, obstacles, or possible delays promptly to leadership, providing necessary context for resolution.
• Support program management by handling administrative and coordination tasks that help keep projects on schedule.

Required Qualifications

• Two to three years’ experience in project or program coordination, program analysis, or similar client-facing coordination roles.
• Exceptional attention to detail with a commitment to accuracy and thoroughness.
• Excellent oral and written communication skills.
• Strong organizational and time management capabilities, adept at managing multiple concurrent projects without omission.
• Persistent and diplomatic in communications, comfortable in repeated follow-ups until issues are fully addressed.
• Proven ability to build trust and maintain professional relationships with stakeholders.
• Competency in Microsoft Office and/or Google Workspace tools, especially spreadsheets and document applications, as well as common collaboration software.
• Self-driven and disciplined, capable of operating effectively in a fully remote work environment.

Preferred Qualifications

• Background in IT, cybersecurity, networking, or technology consulting/professional services.
• Knowledge of network discovery processes, site surveys, application inventories, and user provisioning concepts.
• Hands-on experience with project management, work-tracking platforms, ticketing systems, or customer relationship management (CRM) tools.

Core Competencies

• Meticulous attention to detail ensuring high accuracy.
• Effective relationship-building to gain stakeholder trust.
• Strong organizational skills to manage multi-threaded, complex information.
• Determined follow-through to close out tasks independently.
• Clear and precise communication tailored to both technical and business audiences.
• Adaptability to navigate shifting priorities across multiple accounts.

Work Environment

This full-time position is U.S.-based and operates entirely remotely with little or no travel expected.

Equal Opportunity

EliteOps is committed to equal employment opportunities for all qualified individuals.