Customer Success Project Coordinator

Key Responsibilities:

• Coordinate day-to-day activities between customers and IT managed services teams.
• Act as a primary coordination point for customer requests, service activities, and follow-ups.
• Schedule and coordinate service meetings, maintenance activities, and project-related sessions.
• Track service requests, action items, deliverables, and commitments.
• Follow up with technical teams on pending activities and provide status updates to customers.
• Assist in preparing service reports, meeting minutes, dashboards, and customer presentations.
• Monitor SLA-related activities and escalate potential delays or service issues.
• Coordinate planned maintenance, system changes, deployments, and other scheduled activities.
• Maintain accurate customer and project documentation.
• Assist with onboarding/offboarding activities and transition of IT services.
• Support customer satisfaction initiatives and identify recurring customer concerns.
• Escalate technical, operational, or commercial issues to the appropriate team or Project Manager.
• Ensure customer communications are timely, clear, and properly documented.

Qualifications:

• Bachelor's degree in Information Technology, Project Management, or related field
• 0–2 years of experience in IT support, service coordination, project coordination, customer success, or managed services.
• Basic understanding of IT infrastructure, networking, cloud services, cybersecurity, and/or end-user computing.
• Familiarity with ITIL concepts, SLA management, incident/change/request management is an advantage.
• Good organizational and coordination skills.
• Strong written and good verbal communication skills
• Ability to manage multiple requests and priorities simultaneously.
• Proficient in Microsoft Office/365, particularly Excel, PowerPoint, Outlook, and Teams.
• Experience with ITSM/ticketing tools such as ServiceNow, Jira, ManageEngine, or similar is an advantage