Personified

Support Engineer

• Solving end user issues quickly and efficiently, with a strong emphasis on providing a great service experience throughout the issue resolution process - leveraging video conferencing and phone support as needed
• Responding to tickets, and maintaining ticket system and service notes to identify chronic problem areas and measure program effectiveness
• Performing deep-dive troubleshooting across Windows/Mac OS, network, and SaaS platforms.
• Assisting with tool migrations and rollouts
• Investigating phishing reports, suspicious logins, and endpoint alerts
• Supporting SSO, MFA, conditional access, and identity governance controls
• Creating and maintaining documentation of IT procedures and policies
• Installing, configuring, and mentoring end users on client-approved software
• Maintaining and coordinating regular IT training sessions with new client staff
• Assisting in improving existing IT automation tools and workflows
• Removing Adware, Spyware, and Viruses as detected on client hardware
• Coordinating with client HR / Ops staff to set up accounts and workstations for new personnel
• Willingness to work outside of normal business hours as required
• Willingness to travel as required
• Other duties as needed

Client Support Technician

Operations

• Track and maintain accurate client pipeline, renewals, and contract statuses, ensuring data integrity across systems.
• Support renewal preparation and contract coordination, including documentation readiness and internal handoffs.
• Maintain structured notes, documentation, and follow-up reminders to support client-facing teams.
• Assist with time tracking processes, validation, and reporting to support client billing and internal analysis.
• Create and maintain spreadsheets and reports (Google Sheets) to support forecasting, renewals, and operational insights.
• Coordinate and document client operations workflows, ensuring processes are clear, repeatable, and well-documented.
• Support ongoing process improvement efforts within Client Operations through data analysis and documentation.
• Provide administrative and analytical support to Finance, including: Data validation and reconciliation, Report preparation, Cross-checking contracts, renewals, and time tracking inputs, Maintain organized digital file systems, shared drives, and documentation repositories.
• Assist with internal reporting needs and ad hoc operational projects.
• Support operational consistency by helping maintain standard operating procedures (SOPs) and internal documentation.
• Maintain and update CRM & Client records, partnership pipeline data, and documentation, ensuring accuracy and completeness.
• Support contract preparation and renewal tracking related to partnerships (non-sales execution).

Operations Analyst

System Administrator

• Proactively monitor and maintain the stability and performance of client and internal systems.
• Implement and configure new hardware and software as directed by the Principal Engineer.
• Troubleshoot and resolve technical issues related to client devices, networks, and applications.
• Provide technical support to end-users, including remote assistance and on-site support as needed.
• Assist in the deployment and maintenance of client SaaS platforms (e.g., Google Workspace, Microsoft 365, Slack, Zoom).
• Maintain and update system documentation and knowledge base articles.
• Assist the Principal Engineer in the planning and execution of IT projects, including network upgrades, system migrations, and security enhancements.
• Participate in system audits and assist in the remediation of identified vulnerabilities.
• Manage client devices using MDM / RMM platforms and automations.
• Contribute to the development and improvement of IT processes and procedures.
• Provide technical support to clients, including troubleshooting issues and answering questions.
• Assist in the training of clients on the use of various technologies.
• Build and maintain strong relationships with clients.

Systems Administrator

Account Manager

• Actively contribute to and execute the overall partnership strategy, identifying, evaluating, and prioritizing opportunities through in-depth market research.
• Develop lead-gen targeting lists and conduct outbound to drive new client acquisition.
• Independently manage the full lifecycle of assigned partnerships, from initial prospect calls to the proposal and pitch process through contracting.
• Help develop and draft memos, proposals, pitch decks, and related collateral in collaboration with Partnership team, delivering first-rate materials that target an audience of C-Suite executives.
• Build and maintain strong, collaborative relationships with key decision-makers at partner organizations, acting as their primary contact.
• Lead negotiations for standard partnership agreements, securing mutually beneficial terms with Director oversight for complex deals.
• Regularly track, analyze, and report on partnership KPIs, identifying trends, generating insights, and recommending optimizations.
• Own and maintain accurate partnership information within the CRM, including deal stages, communications, and renewal tracking.
• Actively participate in industry events and networking functions to build brand awareness and expand the partnership pipeline.
• Proactively identify and implement improvements to internal workflows, documentation, and standard operating procedures.
• Contribute to a collaborative and inclusive team culture, with the potential to take on staff management responsibilities as the Partnerships team grows.

Client Support Technician

Operations Analyst

Systems Administrator

Senior Partnerships Manager