Delivery Operations & Client Experience Coordinator (Hybrid in Indianapolis, IN)

Company Description

We are a passionate team of 300+ engineers, mathematicians, data analysts, project managers, and business consultants. But more importantly, we are active listeners, deep thinkers, and courageous problem solvers. 

The Resultant team purposefully comes together to produce a positive outcome. Our name symbolizes our commitment to empathy and collaboration—of not just delivering our clients with the best solutions, but to deeply listening to them, understanding their needs, and learning from each other in the process. The force of Resultant comes from the combined knowledge, passion, and innovation of our team and partners. 

Together, we partner with clients in the public and private sectors to help them overcome their most complex challenges, empowering our clients to drive meaningful change in their organizations and communities. In everything you do, you’ll help your clients, colleagues, and communities thrive.  

Resultant was founded as KSM Consulting in 2008. 

Job Description

We are seeking a servant-hearted, quick learner to join our team as a Delivery Operations & Client Experience Coordinator. This role is responsible for driving phenomenal adherence to our internal delivery operations including our client experience program. Resultant is committed to ensuring consistent delivery quality and client experience as we’ve continued to grow, and this role plays a critical role in ensuring we are managing our delivery work in consistent ways aligned to our program standards. This role will primarily focus on supporting the development and oversight of our Client Experience program as well as maintaining our delivery operations program. The ideal candidate will possess excellent organizational skills, attention to detail, and the ability to work both independently and collaboratively.

Key Duties and Responsibilities

The following duties and responsibilities are critical to the role.  Other actions, duties, and responsibilities may be required, as needed.

Client Experience

• Manage the monthly mid-project client survey program including confirming the recipients for each survey, customizing the surveys as needed in our survey system, collaborate with consultant leads to ensure their close oversight throughout the survey process and putting together summary reports regarding survey results. 
• Work with our survey software team as we seek to mature this program by including 3 new surveys in the program next year
• Manage the results in both spreadsheets and help us as we build out the EDW views for this program in 2024.

Delivery Operations

• Identify, categorize, and manage new client accounts
• Update source systems with key changes to existing accounts
• Support the alignment between shared departments across our firm and B/Us
• Manage the Story Collection program to collect all project success stories as projects close

Key Collaborations

The Delivery Operations & Client Experience Coordinator must be integrated into the organization. Understanding the business and appreciating our goals will be critical for these programs to be delivered in alignment with these priorities. Key Collaborators include:

• Account Leaders as they are the most substantial “client experience”, and surveys need to be completed in collaboration with those,
• Marketing as we collect client stories, they need to be tagged and stored in the Project Library,
• Finance to collect any net new accounts needing rolled into the delivery operations program,
• Partner with HR/Talent/Ops to design how we want client surveys and internal project feedback surveys to be leveraged together,
• Partner with Professional Services Leadership team on Strategy to ensure the programs are meeting the needs of the business.

Qualifications

Some of the qualifications and skills we are expecting the person filling this role to have include:

• A bachelor’s degree in business administration, communications, management, or related field
• 4 to 5 years of experience working collaboratively with both clients and internal stakeholders.
• Quick to learn (Survey system, business acumen, etc.)
• Highly organized and detail-oriented
• Strong ability to think critically and act as a thought leader
• Self-motivated with a strong drive to learn and improve
• Excellent communication and interpersonal skills.

Additional Information

What you should know about Resultant:  

• Rezzers are humble, hungry, and smart. We solve big problems, serve lots of clients, and are entirely committed to delivering transformative outcomes.  
• Rezzers are tea