Spok

Solutions Engineer

• Collaborate with Sales Engineers and clients to define the implementation approach, architecture, and scope of work during the pre-sales cycle- ensuring what is proposed is deliverable and tied to measurable client outcomes
• Author the Statement of Work; accountable for its accuracy, completeness and alignment to client business objectives
• Translate client business requirements into a clear solution design that connects product capabilities to defined measurable values
• Protect the business by ensuring solution designs are financially viable, operationally achievable and within established program guidelines before commitments are made to clients
• Own the alignment between client business processes and product capabilities- surfacing gaps early and driving resolution before handoff to PSG
• Ensure functional specifications, workflows and use cases reflect client requirements and are documented to a standard that enables PSG to execute without re-engagement
• Collaborate with Sales Engineers and client stakeholders to define application configuration requirements, integration requirements and TO-BE workflows
• Serve as the subject matter authority on the client's business context for PSG throughout the engagement
• Partner with Project Management to protect scope, schedule, and delivery quality- identifying risks early and driving resolution proactively
• Leverage Salesforce and CPQ (Configure Price Quote) to ensure solution configurations, pricing and scope are accurately reflected and maintained throughout the pre-sales and handoff process
• Protect business margins and delivery feasibility by maintaining rigorous scope discipline and escalating misalignments before they become contractual or operational liabilities
• Collaborate with clients to lead business process design sessions and knowledge transfer activities
• Guide clients through business requirement prioritization with clarity and a defined point of view
• Own scope management: identify scope creep proactively and lead client conversations to resolve it within program constraints.

Solutions Architect

Accounts Payable

• Process vendor invoices, to include coding, routing for approval, posting in accounting system
• Review, reconcile and process third-party vendor orders and bills
• Ensure appropriate documentation for each invoice (i.e. purchase order, valid approvals, etc.)
• Coordinate with external vendors and internal employees to ensure invoices are accurate
• Respond to calls and email inquiries from vendors, employees and management; conduct research and historical reviews to resolve discrepancy
• Support AP month-end closing process, including identifying bills for month-end accounting accruals
• Reconcile vendor statements and resolve overdue notices
• Provide support for the maintenance of vendor information
• Assist in preparation of 1099 reports and forms at year-end, as needed
• Participate/assist with quarterly and annual audits
• Follow established work processes, methods and procedures
• Perform other related tasks and duties as assigned

Accounts Payable Specialist

Manager

• Own and manage escalations end-to-end (often as the single point of contact), ensuring timely progress and resolution.
• Triage and prioritize critical issues impacting go-lives, production environments, upgrades, or key deliverables.
• Remove blockers and drive accountability across teams until closure, including follow-ups with Development/Product.
• Gather and validate required technical details (logs, reproduction steps, impact statements) to enable efficient engineering investigation.
• Coordinate cross-functional resources (support/consulting, engineering/development, product, sales, etc.) to drive the fix and keep momentum.
• Facilitate clear communication: run escalation meetings, set expectations, provide status updates, document action items/owners, and manage stakeholder alignment.
• Drive adherence to escalation procedures by working closely with Technical Supervisors.
• Maintain customer relationships and professionalism during high-pressure situations; de-escalate risk through transparency and plan-of-action.
• Monitor overall project/service quality and identify patterns/root causes to prevent repeat escalations.

Escalation Manager

Implementation Specialist

• Responsible for installation, configuration, monitoring and troubleshooting applications in a Windows Server environment
• Utilize IIS and SQL Server with a range of network and application issues as it relates to Spok
• Work with customer vendors, partners, and technicians to resolve issues as it relates to Spok software
• Maintain familiarity with current and previous versions of products and technology
• Manage customer relationship and proactively work with customer contacts during project timeframe
• Deliver customer support and service by responding in a timely and respectful manner to requests
• Communicate technical details in a client-focused, understandable manner
• Participate in customer conference calls
• Maintain existing processes, standards, upgrade documentation, and create new documentation as necessary
• Evaluate and report project outcomes, customer satisfaction and customer concerns

Technical Implementation Consultant – Alerting

Project Manager

• Manage all aspects of a backlog of projects and the project managers assigned
• Managing customer escalations to a successful resolution
• Accurately managing to revenue targets for team
• Create development plans for individual team members for continuous improvement
• Hires and onboards new team members
• Identifying areas of opportunities for improvement to improve customer satisfaction
• Communicates with customers as a leadership contact regarding project process
• Evaluate and report project outcomes, customer satisfaction and customer concerns.
• Collaborate with Sales and Solution Architects for scope of work.

Solutions Architect

Accounts Payable Specialist

Escalation Manager

Technical Implementation Consultant – Alerting

Manager, Project Management