About This Role
This Project Coordinator role is responsible for the successful implementation, onboarding, and operational execution of technology solutions. It serves as a critical bridge between various internal teams to ensure new customers are launched efficiently and positioned for long-term success. The ideal candidate thrives in a fast-paced environment, enjoys managing multiple projects simultaneously, and is passionate about delivering exceptional customer experiences while improving internal processes.
Responsibilities
- Independently manage and make decisions on assigned customer onboarding and implementation projects from sales handoff through go-live and project completion, serving as the primary operational decision-maker for your projects
- Review and validate sales orders, hardware orders, and onboarding documentation for accuracy and completeness, using automation and AI-assisted checks where possible to catch errors earlier
- Own onboarding paperwork, implementation forms, project assignments, and project signoff documentation
- Evaluate project scope, competing priorities, regional needs, and team capacity to determine implementation schedules and resource assignments, and reallocate resources as business or customer needs change
- Maintain and manage the Go-Live Calendar to ensure effective project planning and resource utilization
- Collaborate with Sales, Support, Accounting, Customer Success, and Operations teams to ensure alignment across all active and upcoming projects
- Facilitate recurring cross-functional meetings to drive communication, accountability, project visibility, and collaboration across departments
- Own and manage hardware escalations, coordinating resolution efforts from support handoff through customer resolution
- Exercise independent judgment in resolving onboarding, implementation, and operational exceptions, escalating only matters outside established authority and recommending solutions when existing procedures don't fit
- Administer and optimize operational tools, including and Salesforce, and actively explore and apply their AI and automation capabilities (along with connected AI assistants) to reduce manual work, automate handoffs and status updates, and improve data quality
- Provide training, reporting, and process guidance to internal teams
- Analyze operational data and KPIs, using AI tools to surface trends and risks faster, to determine corrective actions and make recommendations to management and Global IT that drive process improvements, system enhancements, and operational efficiencies
- Identify operational gaps and independently recommend and implement improvements to onboarding workflows and systems, aligning with Global IT on company initiatives, integrations, and responsible use of AI tools with customer data
- Coordinate post-sales opportunities with the Sales team to ensure appropriate billing and pricing