Coordinator

Job Title : Project Coordinator

Job Location : Remote

Job Duration : ASAP to October 2027

JOB DESCRIPTION

We are looking for a Project Coordinator that would play a key role throughout the journey that new customers embark on when they choose client. That includes participating in and following up the project kick-off, onboarding the client, and supporting the project until the go-live. It will be your job to ensure that the support experienced by our customers is world-class: proactive, responsive, and effective. You will work with client experts that will overlook the project and will help with problem-solving and stakeholder management. You are expected to be the "spider in the web", who brings together Sana and all the necessary stakeholders on the customer side.

Key Responsibilities

Act as first‑line contact for customers using our learning platform.

Drive successful implementations, and troubleshoot issues asynchronously: reproducing issues, documenting steps, and collecting screenshots/logs

Provide technical and configuration support; respond to customer questions via email and other async channels in clear, simple language.

Run 1:1 trainings, onboarding sessions, kick‑offs, and troubleshooting calls to support effective customer adoption.

Use existing project and training templates to help customers structure rollouts and learning programs.

Create or adapt light‑weight training materials where needed.

Schedule meetings, prepare agendas, and share concise recaps with next steps.

Collect structured bug reports and product feedback, highlighting recurring patterns and pain points.

Handle customer escalations proactively and manage expectations around scope, timelines, and resources.

Help customers and partners interpret analytics to understand learner behaviour and improve training effectiveness.

About You

Clear, empathetic communication and expectation management, especially in async channels (Slack, email, docs).

Ability to facilitate focused, outcome‑oriented meetings when they’re actually needed.

Strong critical and creative thinking for customer problem‑solving.

High autonomy: self‑directed, async‑first, and comfortable with fast‑changing priorities and feedback.

Reliable execution: able to meet deadlines and iterate quickly.

A growth mindset and coaching attitude

Must-Haves

• 2+ years in project management, customer success, customer support, or similar client‑facing roles working with external customers or partners (not only internal users).
• Experience with a SaaS platform and remote work tools (e.g. Slack, Google Drive, Teams)
• Native‑level English, with a knack for explaining technical or abstract topics in clear, accessible language.
• Comfortable navigating a modern SaaS environment and learning new product functionality quickly.
• Comfortable working in a remote‑first, async‑heavy environment, collaborating across teams and time zones.
• Hands‑on use of at least one project management tool (e.g. Jira, Asana, Trello, Monday.com, Notion) to track tasks and share updates.
• Comfortable working with a learning platform or similar product: testing features, identifying configuration issues, and experimenting with functionality to help customers (no coding required).
• Comfortable reading simple analytics/dashboards and using spreadsheets to spot trends.
• Willingness to work across a wide variety of subjects and use cases.

Nice-to-Haves

• Demonstrated experience using AI tools to support customer workflows, documentation, support, or internal processes.
• Interest in Learning & Development, customer education, or enablement
• Experience with LMS/LXP or other learning platforms
• Experience working with international/multinational customers or in a global company with cross-time zone collaboration