Project Support & Operations Specialist (North America Hours) at MRI Software

POSITION SUMMARY:

• We are seeking a detail-oriented, and proactive, Project Support & Operations Specialist to support client engagement, service agreement management, and operational workflows within a dual-function role.
• This position requires working North America hours and is ideal for someone who thrives in a fast-paced, evolving environment with more defined processes being developed.

RESPONSIBILITIES:

Client Interaction & Scheduling (50%)

• Interface directly with clients and internal resources to coordinate scheduling and engagement activities.
• Manage day-to-day tasks through a ticketing system.
• Operate within a face-paced environment and adapt quickly to shifting priorities.
• Collaborate with internal teams to define, structure, and document new operational processes.

Service Agreement Management (40%)

• Oversee 50–150 Recurring Service Agreements, ensuring active tracking and renewal readiness.
• Define or Redefine the value proposition for all clients who have recurring service agreements.

Track and analyze:

• Opportunities to utilize Recurring Services
• Projects against the Recurring Services Balances including – remaining balances, expiration dates and renewal cycles.
• Consolidate and centralize fragmented data sources into actionable insights.

Administrative Operations (10%)

• Handle a variety of administrative tasks with a high degree of accuracy and efficiency.
• Maintain and organize process documentation and operational plans.

KEY COMPETENCIES & TOOLS:

• Self-Starter – able to define, build, and implement systems from scratch with minimal oversight.
• Analytical Thinking – comfortable working with incomplete data and turning it into structured outputs. And combining data from multiple sources into one view.
• Process-Oriented – experience defining and streamlining workflows in a fast paced environment.
• Detail-Oriented – meticulous with tracking, scheduling, and follow-ups.
• Experience with ticketing systems, Power BI, and OpenAir is advantageous.

PREFERRED QUALIFICATIONS:

• 2–4 years experience in operations, or service delivery
• Experience working with service agreements, client success, or recurring revenue models
• Proficiency in business analysis and reporting tools
• Strong written and verbal communication skills
• Prior exposure to SaaS or tech-enabled services preferred