Customer Success Coordinator

6 days ago

Makati City, National Capital Region, Philippines KMC Solutions, Inc. Full time
Customer Success Coordinator | Project management (Night shift)

KMC Solutions, Inc.

Job Description

Make your next big career move by applying as KMC Solutions' next PROJECT COORDINATOR.

The Project Coordinator supports the CS team in overseeing customer projects to successful completion. This role ensures smooth project operations and closely coordinates tasks between various teams within Customer Success, including Customer Success Managers (CSMs), Implementation Specialists, Data Migration Specialists, Front-End Developers, and QA team members.

The Project Coordinator participates in all phases of onboarding activities for our SaaS customers, acting as a point of contact for project team members, stakeholders, and external parties. The position is responsible for all open projects and milestones, helping the team meet or exceed project deadlines.

The ideal candidate is organized, with strong project management abilities, technical aptitude, and relationship-building skills. Effective cross-functional collaboration is essential to maximize customer success and outcomes.

On top of your salary, here are the exciting benefits you can look forward to:

  • Health Insurance/HMO
  • Diverse learning & growth opportunities
  • Accessible Cloud HR platform (Sprout)
  • Above standard leaves

The main responsibilities of a PROJECT COORDINATOR include:

  • Collaborate cross-functionally to facilitate high-level discussions and explain concepts comprehensively.
  • Provide daily oversight to ensure the project plan progresses according to schedule.
  • Understand customer product contracts and execute against a defined schedule.
  • Schedule and facilitate project meetings, including preparing agendas and documenting meeting outcomes.
  • Communicate project updates and changes to relevant parties in a timely manner.
  • Create and maintain comprehensive project documentation.
  • Develop a detailed project plan as needed and monitor progress for on-time execution and deliverables.
  • Collaborate with the team to identify issues and help overcome them to complete open projects.
  • Work with the Engineering and product team to resolve issues or document any new custom use case(s).
  • Maintain and track all projects using the project management platform indicated by management (e.g. ClickUp, Jira), ensuring the creation of appropriate and necessary documentation.
  • As necessary, coordinate and run internal sales/customer success handoff and implementation kickoff deck and call with customers.
  • Be a SOCi expert and discuss or educate on any nuance of the product internally and externally.
  • Quickly pick up and disseminate any updates to the product, both to your customers and to your internal teams as needed.
  • Develop credibility and earn customer trust by demonstrating expertise, professionalism, and an ability to listen, digest, and offer solutions.
Requirements

To apply, you must be an expert on the following requirements:

  • 4+ years of experience in a customer-facing role for a technology company (preferably SaaS).
  • Highly organized and high attention to detail.
  • Exceptional written and verbal communication skills, with strong interpersonal abilities and proven success in cross-functional collaboration.
  • Demonstrated success in managing customer integration projects to achieve positive outcomes and accelerated Time to Value.
  • Strong conflict management skills, with proven team leadership and effective meeting facilitation abilities.
  • Proficient with Excel/spreadsheet tracking programs, and any experience with CRM or SaaS support software is a plus.
  • Ability to problem-solve and generate creative solutions to onboarding challenges, while working effectively with team members.
  • Ability to multi-task and manage competing priorities and a diverse workload, while achieving results in a fast-paced, deadline-driven environment.
  • Strong organizational and presentation skills.
  • Proven ability to manage multiple onboarding projects with keen prioritization and multitasking abilities.
Working Location

9th, KMC | Armstrong Corporate Center - Coworking and Virtual Office Space - Makati. Salcedo Village, KMC Armstrong Corporate Center, H.V. Dela Costa, Makati, 1227 Metro Manila, Philippines.

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