About Rocket Science
Rocket Science is a design + technology firm headquartered in San Francisco, with offices in Los Angeles, New York, and Portland. We provide a unique combination of both creative, development and IT services for clients big and small. On the creative & development side, we’re passionate about interactive, mobile, and user experience design. We also love branding, identity, print, and video. Got a crazy idea for an integrated creative project? Yeah, we can do that, and we’ll make it look great. The same philosophy applies on our technology side: We handle every aspect of IT and technology infrastructure, with a proven approach that includes tech support, engineering, IT management, and IT operations.
About Rocket Science Employees
You can talk about music, the arts, politics, and food. Either you’re a creative who can identify fonts at first glance and you know why Paul Rand was important, or you’re a technology expert who can fix an XSAN and an Exchange server at the same time. Or perhaps you’re both.
To be an RSC employee, you have be someone who likes meeting and getting to know everyone around you. You have to actually LIKE walking into a room filed with people you don’t know and be genuinely interested in what they have to offer YOU, not just what you can offer THEM.
Job Description: Mission Control Coordinator
Job Title: Mission Control Coordinator
Department: Client Operations
Reports To: Flight Director
Philosophical Umbrella: Technology and Operations
The Mission Control Coordinator (MCC) must rock™. Responsible for day-to-day operations management for Rocket Science clients, the position is the business focused adjunct to Technology Flight Team as well as the Products Service Delivery Team; proactively calling clients and reviewing prioritization of issues; managing escalations; maintaining and QAing overall Flight Team schedule; creating and maintaining processes for overall business functions, including client on-boarding, client site access, and RSC team resource allocation; and effectively managing the day to day tactical delivery of service to RSC clients.
Additionally, the MCC is responsible for maintaining our internal databases, including contact management and client story updates; coordinates service delivery on client-wide upgrades; promotes other Rocket Science services to existing clients (such as RocketNet, our line of managed services); and participates in pitch meetings with Rocket Science’s staff for potential new projects.
The Mission Control Coordinator handles day-to-day account management.
2. Escalation Management
3. Build relationships with client technical and administrative contacts for communication and overall satisfaction
4. Communicating effectively to Mission Engineers when specific client needs arise prior to scheduled onsite visits or unexpected dispatches
5. Maintaining and publishing Flight Team schedule, including projects, standard support, and special cases
6. Assisting the Flight Leaders and Mission Consultants as needed
The infamous “Other Duties as Assigned”
1. Maintaining our internal databases client section with all relevant CRM info, including Client “Story” and keeping contacts up to date
2. Coordinates and maintains client project schedules
Coordination amongst all internal teams and clients
Closely working with sales teams for coordination with new clients
Scheduling New Client Meetings, Kickoffs, Greetings, Portal Access and process description (RSC Intro)
Scheduling Mission Engineers and Mission Consultants
Maintaining On-Call Schedule
Managing PTO, revising schedule as needed
Maintaining Keys & Emergency Contacts
AT Maintenance and Record-Keeping
Client Matrix maintenance
Client Access Portal maintenance
Client Kick Off Meeting
Need to go over what we need from them and why
RSC cards on desks
Process initiation & SLA
Emergency Escalation Plan
Education, Certifications, Licenses, Experience, Skill or Registrations.
College Degree recommended. Good technical skills and understanding needed. Strong ability to relate to all types of people. Ability to effectively and professionally communicate in written format. Conversant in non-technical, non-IT related subject matter with a wide variety of people. Strong customer service skills.
Project Management skills desired
Good, positive attitude a must.
Skill with a bow-staff beneficial.
Salary to be determined; depends on experience
Employee Ownership and REAL input into the direction of the firm
Benefits include health, dental, and vision (100% employer-covered, 50% coverage for dependents) commencing after 30 days of continuous employment at Rocket Science
Internal & Supplemented Training